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.


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 for a full refund, following the returns procedure below. Delivery costs are non-refundable.

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

Promotional Products: Discontinued or special promotional products and products that have been sold through special offers are non-returnable.

Order Cancellation

You always have the right to cancel and return your Lily & Loaf order anytime up to 14 days after delivery of the goods.

To do so you must follow the returns procedure below, making a clear statement of your wish to cancel and the reason why. After which you will be issued with a Return Number (RCF).

If you exercise your right of cancellation it is a term of the contract that you must return the goods at your own expense. The goods must be unopened and unused.

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

Provided that any goods that you have received under the cancelled contract have been returned to the company, as requested above, you will be entitled to receive a full refund. In the case of returned items, the delivery charge will not be refunded.

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

Defective or Damaged Products

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

The Company will reimburse any shipping costs for the returned product.

Customer Returns Procedure

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

  1. Complete the returns form on this page or email, or write to Returns, Lily & Loaf, Hortonwood 32, Telford, TF1 7YL to request a Return number (RCF) within the time scales shown above, providing your order number, description of the goods you are returning and the reason why (order cancellation/90-day money back guarantee/damaged or defective product).
  2. On receipt of your RCF number, return either your product or empty container to Lily & Loaf, Hortonwood 32, Telford, TF1 7YL.
  3. Please include with your returned item your name, address and order number.
  4. Your RCF number should be clearly marked on the outside of your package. Packages returned to Lily & Loaf without a visible RCF number will not qualify for a refund and cannot be returned to the sender.
  5. You will be responsible for paying for your own shipping costs for returning your item (unless otherwise advised). We recommend using a trackable shipping service or purchasing shipping insurance. Lily & Loaf accept no responsibility for returns that may be lost in transit.
  6. All returns should be received by us within 14 days of issuing your RCF number. Packages received by Lily & Loaf after this time will not qualify for a refund and cannot be returned to the sender.
  7. Once your return is received and inspected, we will contact you to confirm that we have received your item. Your refund (minus shipping fees) will be processed by our team and a credit will be applied to your original method of payment, within 10 working days.