Shipping and Returns

Shipping Policy

We aim to dispatch all orders within 24 hours.

  • Orders placed before 1pm will be dispatched same day.
  • Order placed after 1pm will be dispatched the next working day.

UK Delivery

All UK orders are shipped with Royal Mail Tracked Service.

  • FREE Delivery for orders over £30 (2 to 4 days service)
  • FREE Express Delivery for orders over £50 (1 to 3 days service)
  • FREE Next Day Delivery for orders over £120 (1 day service)*
  • £2.95 for orders under £30 (2 to 4 days service)
  • £3.95 for orders under £50 (1 to 3 days service)
  • £9.95 for orders under £120 (1 day service)*
*Next Day Service is available in Mainland UK only

Please note, currently we do not ship outside the UK.

Returns Policy

While we hope every order is a perfect match, we understand that sometimes things don’t go as planned — we’re here to assist you.

Eligibility for Returns

To be eligible for a return, all of the following conditions must be met:

  • Return window: Requests must be submitted within 30 days of delivery.
  • Condition: Items must be unused, unopened, and in their original packaging, with all seals intact.

For hygiene and safety reasons, we cannot accept returns for:

  • Opened, used, or tampered products
  • Products with broken seals or damaged packaging
  • Items marked as final sale, clearance, or non-returnable
  • Gift cards and promotional items

If a product arrives damaged, defective, or incorrect, please email us on hello@lilyrue.com as soon as you can.

Starting a Return

To start a return, please follow these steps:

  1. Email our support team at hello@lilyrue.com with your order number, reason for return, and supporting photos.
  2. Once approved, you’ll receive return instructions via email.
  3. Carefully package the item to prevent damage during transit and send it back using the provided details.

Please note:

  • Customers are responsible for return shipping costs, unless the item is incorrect.
  • We recommend using a tracked shipping method, as we cannot be responsible for lost return parcels.

Refunds

Once your return is received and inspected, we’ll notify you of the outcome. If approved, refunds will be processed to your original payment method within 3–5 business days, depending on your bank or payment provider.

Shipping fees are non-refundable, unless the return is due to an error on our end.

Exchanges

At this time, we do not offer direct exchanges. If you’d like a different product, please return the original item (if eligible) and place a new order.

Questions?

We’re always happy to help
If you have questions about returns, eligibility, or your order, reach out to us at hello@lilyrue.com and our team will take care of you.