Refund policy
Refund, Returns & Cancellation Policy
At Lilly’s Boutique London, our outfits are made individually to order. Unlike ready-to-wear retailers holding finished stock, production of your outfit begins following your order and our usual production time is approximately 8 weeks.
Please ensure you are happy with the design, size, colour and product details before placing your order.
Made-to-Order & Bespoke Outfits
All of our outfits are produced to order, including outfits ordered in our standard sizes.
Where an outfit is made to your individual specifications, measurements or personal requirements, including customised sizing, alterations, colour changes, design changes or other personalisation, it is considered a bespoke/customised order.
Bespoke or personalised items cannot normally be cancelled or returned simply because you have changed your mind.
For standard-size made-to-order items, we do not offer any additional or discretionary change-of-mind returns beyond any cancellation or return rights that you may have under applicable UK consumer law.
Production Time
Our usual production time is approximately 8 weeks. Production times are estimates unless we have expressly agreed a specific guaranteed date with you.
As each outfit is produced individually, delays can occasionally occur due to circumstances outside our reasonable control.
If you require an outfit for a particular event or date, please allow sufficient time when ordering.
Cancellations
Once an order for a customised or personalised garment has entered production, it cannot normally be cancelled because materials, embroidery, embellishments and/or labour may already have been allocated specifically to your order.
If you need to request a cancellation or amendment, please contact us within 24 hours.
Sale Items
We do not offer discretionary refunds or exchanges on sale items for change of mind.
This includes deciding after receiving the item that you do not like the colour, material, style, embellishment, weight, shine or overall appearance where the product otherwise conforms to its description.
Purchasing an item in a sale does not affect your statutory rights. Where an item is genuinely faulty, materially not as described or otherwise does not conform to the contract, your statutory rights will continue to apply.
Handmade Products & Natural Variations
Many Lilly’s Boutique London outfits are handmade and may include hand embroidery, beadwork, sequins, stones, lace, hand-applied embellishments and other handcrafted details.
Due to the handmade nature of our products, there may be minor variations between the outfit received and the product photographed, including variations in:
embroidery and embellishment placement;
bead, stone and sequin positioning;
pattern placement;
stitching and other handcrafted finishing;
fabric batches and shades; and
minor design details resulting from handmade production.
These reasonable handmade variations are part of the nature of individually produced garments and do not, by themselves, mean that an item is faulty or not as described.
This does not apply where there is a material difference between the product supplied and its description or where the product otherwise fails to conform to the contract.
Colours & Product Photography
We make every reasonable effort to display our outfits accurately.
However, photographs may be taken under professional or studio lighting, and colours, shine, texture and embellishments can appear differently depending on lighting conditions.
Your phone, tablet or computer display settings, brightness and screen technology can also affect how colours and details appear.
For these reasons, reasonable differences in colour, shade, brightness or appearance between a photograph displayed on a screen and the physical garment do not necessarily mean that an item is faulty or not as described.
Fabric, Finish & Perceived Quality
Our collections include outfits across a variety of price points, fabrics, embroidery styles and levels of embellishment.
The materials, weight, construction, embroidery, embellishments and overall finish will therefore vary between different designs and price ranges.
Please consider the product description, photographs, price and specifications when selecting your outfit.
Personal opinions regarding how expensive or luxurious an outfit looks or feels do not, by themselves, establish that an item is faulty.
For example, simply preferring a fabric to be heavier, softer, shinier, more embellished or more luxurious than expected would ordinarily be a matter of personal preference where the item supplied otherwise corresponds with its description.
This does not affect your statutory rights if the product is genuinely faulty, materially not as described or otherwise does not conform to the contract.
Faulty, Damaged or Incorrect Items
Every outfit undergoes quality checks before dispatch.
If you believe you have received an outfit that is faulty, damaged, incorrect or materially not as described, please contact us as soon as possible at info@lillysboutiqueonline.com.
Please provide your:
Order number
Full name
Description of the problem
Clear photographs and/or video showing the issue
We may ask for additional photographs or information where reasonably necessary to assess the issue.
Where appropriate, we may also ask for the garment to be returned so that it can be inspected.
If the item does not conform to the contract, we will provide the remedy required under applicable UK consumer law.
What Is Not Normally Considered a Fault?
Subject always to your statutory rights, the following will not normally constitute a product fault in themselves:
- minor variations associated with handmade production;
- reasonable differences in embroidery or embellishment placement;
- reasonable colour differences caused by lighting, photography or screen settings;
- personal dissatisfaction with the feel, weight, shine or perceived luxury of a fabric where it otherwise corresponds with its description;
- deciding that an outfit does not look as expensive as you personally expected;
- changing your mind about the design or colour;
- deciding that the outfit is no longer suitable for your intended occasion;
- damage caused by incorrect handling, washing or storage;
- damage occurring after the garment has been worn;
- damage caused by alterations undertaken by the customer or another tailor; or
- normal wear and tear.
- The fact that a customer does not personally like an item after receiving it does not, by itself, mean that the item is faulty.
Sizing & Measurements
Please carefully check our sizing information before ordering.
Where you select one of our standard sizes, you are responsible for choosing the size you consider appropriate.
Where you provide personal measurements or request alterations, you are responsible for ensuring that the measurements supplied to us are accurate.
We cannot accept responsibility for an incorrect fit resulting solely from incorrect measurements supplied by the customer or the customer selecting an unsuitable size.
This does not apply where the garment has been incorrectly produced by us.
Trying On Your Outfit
When trying on an outfit, please take reasonable care of it.
Items should not be worn for an event, washed, dry-cleaned, perfumed, stained, altered or otherwise modified if you intend to make a return or claim.
Where a statutory return right applies, any deduction or refusal will only be made where permitted by law.
Alterations
Unless expressly included in your order, customers are responsible for arranging any personal tailoring or alterations they require after receiving their outfit.
Once an outfit has been altered by you or a third party, we cannot accept responsibility for problems resulting from those alterations.
Transit Damage
If your parcel arrives visibly damaged, please photograph the packaging and garment as soon as possible and contact us promptly.
Please retain the original packaging while the matter is investigated.
Refunds
Where we agree that a refund is due, or where you are legally entitled to one, it will be processed using the appropriate payment method in accordance with applicable law.
We reserve the right to inspect returned goods where reasonably necessary before determining whether a claimed fault is present.
Proof of Purchase
We may require reasonable proof of purchase before processing a return, refund, repair or replacement.
Your order confirmation, receipt or other evidence of purchase from Lilly’s Boutique London will normally be sufficient.
Your Statutory Rights
Nothing in this policy is intended to exclude, restrict or reduce your statutory rights.
Where goods are faulty, materially not as described or otherwise do not conform to the contract, you may have rights and remedies under the Consumer Rights Act 2015 and other applicable UK consumer legislation.
