Refund policy

We want you to be happy with your order from Lily Ashwood. If something isn't right, here's how returns and refunds work.

Return window

You have 30 calendar days from the day your order is delivered to request a return. This change-of-mind window does not limit rights you may have for faulty goods under applicable law.

Condition of returned items

Change-of-mind returns must be unused and unworn, with original tags and packaging. These conditions do not limit your rights for faulty, damaged or incorrect goods.

How to start a return

Email us at support@lilyashwood.com with your order number and the item or items you'd like to return. We'll reply with return instructions and the correct return address.

Please contact us before sending anything back. We will provide return authorization and the exact return instructions. Our public business address is not an instruction to send a return there.

Return shipping costs

You pay the postage for a change-of-mind return. Lily Ashwood pays return shipping for faulty or incorrect goods. We do not charge a restocking fee.

Faulty, damaged, or incorrect items

If your order arrives faulty, damaged, or not what you ordered, email us within 30 calendar days of delivery with your order number and a photo of the issue. We'll arrange a replacement or a full refund, including any return shipping, at no cost to you.

Refunds

Once we receive and inspect your return, we'll email to confirm whether it's approved. Refunds for accepted returns are issued within 7 business days of receiving your returned item to your original payment method.

The seven-business-day deadline is for us to issue an accepted refund. Your payment provider’s posting time can vary. Contact customer care if an issued refund has not appeared.