Customer Returns

We understand that sometimes a product might not meet your expectations, and you need to initiate a return. To make the process as easy as possible, we've created a simple return procedure.


ARRANGE A RETURN


If you'd like to return an item, please click the "Arrange a Return" button to start the process. You'll be guided through a few straightforward steps to submit your return request. Once you've completed the online form, our customer service team will provide you with further instructions on how to send the item back and any other relevant information.


90 Day Customer Money Back Guarantee*

Lily & Loaf offers a no-quibble 90-day money-back guarantee on the first purchase of a product.

If you are dissatisfied with your first purchase, you may return it to us within 90 days of delivery of the final item in your order for a full refund, following the returns procedure below. Delivery costs are non-refundable unless otherwise required by applicable consumer law.

The 90-day money-back guarantee does not apply to repeat orders for the same product.

Promotional Products: Discontinued products, special promotional products, clearance products and products sold through special offers may be non-returnable.

The 90-day money-back guarantee does not affect your statutory rights.

Order Cancellation

You have the right to cancel your Lily & Loaf order at any time before your order has been fulfilled and dispatched.

Once your order has been delivered, you may return eligible products within our 90-day returns period.

To do so, you must follow the returns procedure below, making a clear statement of your wish to cancel or return the goods. After this, you will be issued with a Return Number (RCF).

If you exercise your right to return products, you will be responsible for the cost of returning the goods unless the items are faulty, damaged or incorrectly supplied.

Your statutory rights concerning the quality of these products will not be affected.

Provided that any goods received under the cancelled contract have been returned to the Company as requested above, you will be entitled to receive a refund. Delivery charges are non-refundable unless otherwise required by applicable consumer legislation.

Any refunds will be made back to the same payment method used to make the purchase. There are no fees for reimbursement.

European Union 14 Day Cooling-Off Period

If merchandise is shipped to a country within the European Union, you have the legal right to cancel or return your order within 14 days without giving any reason.

As Lily & Loaf offers a 90-day returns period, our returns policy exceeds this statutory cooling-off period.

The withdrawal period begins on the day that you receive the final item in your order. If the final day falls on a weekend or public holiday, the period will automatically extend until the next working day.

Items returned under the right of withdrawal should be unused, in their original packaging where possible, and accompanied by proof of purchase.

Customers are responsible for return shipping costs unless the goods are faulty, damaged or incorrectly supplied.

Nothing in this policy affects your statutory rights under applicable consumer legislation.

Defective or Damaged Products

In the unlikely event that a product is received defective, damaged or incorrect, it may be returned to us within 14 days of delivery for replacement or refund, following the returns procedure below.

The Company will reimburse reasonable shipping costs for the returned product where the goods are confirmed to be faulty, damaged or incorrectly supplied.

Customer Returns Procedure

All product returns must be authorised in advance by Lily & Loaf.

Complete the returns form, email hello@lilyandloaf.com, or write to:

Returns Department
Lily & Loaf
Hortonwood 32
Telford
TF1 7YL

Please provide your order number, a description of the goods you are returning and the reason for the return (order cancellation, 90-day money-back guarantee, damaged or defective product).

Upon receipt of your RCF number, return either your product or empty container to:

Lily & Loaf
Hortonwood 32
Telford
TF1 7YL

Please include your name, address and order number with your returned item.

Your RCF number should be clearly marked on the outside of your package. Packages returned to Lily & Loaf without a visible RCF number may experience delays in processing.

You will be responsible for paying your own shipping costs for returning your item unless otherwise advised. We recommend using a trackable shipping service or purchasing shipping insurance. Lily & Loaf accepts no responsibility for returns lost in transit.

Once an RCF number has been issued, returned goods should be sent back to us promptly and, where possible, within 14 days.

Refunds

Once your return has been received and inspected, we will contact you to confirm that we have received your item.

Your refund, excluding any non-refundable delivery charges, will be processed by our team and a credit will be applied to your original method of payment.

Refunds are normally processed within 10 working days of receipt of the returned goods, although processing times may vary depending on your payment provider.

No restocking fees are charged.

Final Sale Products

Products specifically identified as final sale, non-returnable, clearance or discontinued products may not be eligible for return under our voluntary returns policy.

This does not affect your statutory rights if products are faulty, damaged or not as described.

*The Lily & Loaf 90-day money-back guarantee applies to the first purchase of a product only and excludes repeat purchases of the same product.

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