Returns Policy
Returns Policy
If something is not right, we want to sort it out. This policy explains your rights and how to return an order.
1. Your right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have 14 days from the day you receive your order to cancel it, without giving a reason. You then have a further 14 days to send the goods back to us.
2. Our returns window
Beyond your statutory right, we accept returns for 30 days from the date of delivery. This is in addition to your legal rights, not a replacement for them. Unfortunately we cannot process return or refund requests submitted after this period.
3. Condition of returned items
Items must be returned unworn, unused and unwashed, in their original condition, with all original tags still attached and in their original packaging. You are entitled to inspect and try on an item as you would in a shop. If an item is returned showing use beyond that, we may reduce your refund to reflect the loss in value.
4. How to start a return
Email support@lilysam.com with your order number and the item you wish to return. We will confirm your return and send you instructions. Please do not send anything back before contacting us, as unannounced returns can be difficult to trace to your order.
You may also use our Model Cancellation Form, though you are not required to.
5. Return address
Returns are sent to our address in the Netherlands:
Collective Momentum
Poelestraat 48T
9712 KC Groningen
Netherlands
Please note that this is outside the United Kingdom. Do not send a return to this address before contacting us for instructions.
6. Return postage
Return shipping costs are the customer's responsibility, unless the item received is defective or incorrect. In those cases we cover the return costs.
We recommend obtaining proof of postage. Until a return reaches us, it remains your responsibility.
7. Refunds
Once we receive and inspect the return, usually within 2 to 5 business days, we will issue a refund to the payment method used for the original purchase. Depending on your bank or payment provider, it may take an additional 3 to 10 business days for the funds to appear in your account.
Where you have exercised your statutory right to cancel, we will refund the full price of the goods together with the standard delivery cost you originally paid, within 14 days of receiving the goods back or of receiving proof of postage, whichever is earlier.
8. Exchanges
The quickest way to get a different size or colour is to return the original item for a refund and place a new order. If you would prefer a direct exchange, email support@lilysam.com and we will arrange it where stock allows.
9. Faulty or incorrect items
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If an item arrives faulty, damaged, or is not what you ordered, contact us at support@lilysam.com with your order number and a photograph. You are entitled to a full refund within 30 days of delivery, or a repair or replacement after that period. We cover return postage on faulty or incorrect items.
10. Contact
Email: support@lilysam.com
Our customer service team is available Monday to Friday 09:00 to 17:00, Saturday 09:00 to 16:00 and Sunday 09:00 to 16:00. All times are UK time. We reply within 24 hours.
Collective Momentum, Poelestraat 48T, 9712 KC Groningen, Netherlands. KVK 42043867. VAT NL005452854B82.