Returns and Exchange policy:
I happily accept returns, exchanges and cancellations, if you wish to return your purchase:
-Contact me within 14 days of delivery, I will ship items back within 30 days of delivery.
-To cancel an order: I ask that you request a cancellation within 1 hour of purchase.
The following items can't be returned or exchanged:
Because of the nature of these items, unless they arrive damaged or defective, I cannot accept returns for:
- Custom or personalised orders
- Perishable products (like food or flowers)
- Digital downloads
- Intimate items (for health/hygiene reasons)
Please contact me if you have any problems with your order.
Returns and exchange information:
If you don't like what you have ordered / It doesn't go with your outfit / colour scheme / you’ve changed your mind:
-Under UK law, you have the right to terminate the contract and return the item even if the item is not faulty in any way. You have the right to do this up to 14 days after receipt of the item/s.
-If you wish to return an order, you must contact me via email before sending your package. This is a legal requirement, however, out of courtesy, I do ask that you let me know that you are returning your order. If I know I am awaiting a parcel, I can keep an eye out for it and process your refund swiftly.
-If you wish to exchange an order, please do get in touch so that I can make sure I have a suitable alternative in stock for you.
-If you change your mind about your order before I have dispatched it, please do contact me by email to request a cancellation. I aim to dispatch in stock items with 1-3 working days, so please do let me know as soon as possible.
Address to return orders to:
Lilli Wicks, Exchange Place Studios, Exchange Place, SHEFFIELD, South Yorkshire S2 5SZ, United Kingdom
Exceptions to my refund policy:
-I regret that I am unable to offer refunds or exchanges on products that are bespoke, made to measure or customised in any way.
-These items are exempt from these conditions under UK law.
Costs for delivery of returns:
-I’m afraid you are responsible for the cost of any returns.
-All returns must be in an unworn, unmarked, as new condition and complete with any original tags in place. If the items show any wear, beyond what may be result of handling the item to check it is what you have ordered, a deduction will be made from your refund.
-I recommend that you use weatherproof wrapping and sufficient protective packing materials to prevent damage to the item in transit. Should any damage occur to package during its return, you will be responsible for any loss in value.
-I also recommend getting proof of postage. This doesn't have to be a tracked/signed for service unless you want that security or it is required by Royal Mail based on the insurance value of your order. Please do get a Certificate of Postage at the very minimum, as it could affect the timely processing of your refund.
-Please note, I cannot be held responsible for lost or damaged returned goods that have not been correctly insured.
What costs I will refund you:
-If your returned order has not been damaged due to insufficient packing during return, and does not show any signs of wear, you will receive a full refund for the cost of the item and the outgoing standard postage. If you chose a shipping upgrade when you ordered, this upgrade will not be refunded as it is not standard postage.
Timescale for refunds:
-Depending on which happens first, I will issue your refund within either 14 days of either receiving your return package, or, you providing evidence that the order has been returned (e.g. proof of postage or a tracking number).
If your order is faulty:
-I take great care in sourcing the best quality materials for my designs and ensuring the quality of the products I make. However, should I have missed something, you have a right to return faulty goods. You can do this up to six months after receipt of the goods. Depending on the circumstances, you may be entitled to a refund (full or partial), a repair or replacement. You will be required to send photos of the item to allow me to assess which option is most appropriate.
Orders that get lost on their way to you:
-If your order is lost in transit, I have to assume that the contract for your order is terminated. In these circumstances, I will provide either a replacement item, or if this not possible, a refund. However, I am bound by the conditions of Royal Mail's policy regarding lost packages. Royal Mail do not consider a package lost until the below timescales have passed:
UK 2nd Class Signed For: 10 working days after due date
UK 1st Class Signed For: 10 working days after due date
UK Royal Mail Special Delivery: 5 working days after due delivery date/time
For information about potential shipping times for international orders, please see my Delivery Policy relating to delivery.
-If a package is returned to me because it is undeliverable due to an inaccurate shipping address provided by yourself, or if you don’t claim your package from the sorting centre, I cannot be held responsible. Under these circumstances, you will be responsible for the cost of re-shipping the package.
-Should your order be returned to me undelivered and you do not wish to have the package re-shipped, I will cancel the order. I will also cancel the order if your parcel is returned to me undelivered and you do not respond to notification of this within 3 working days.
-In both these instances, a refund will be issued for the value of the items ordered only. If you chose a shipping upgrade when you ordered, this upgrade will not be refunded as it is not standard postage.