RETURNS POLICY

What is your returns policy?

  • Items must be returned within 14 days of receipt.
  • Items must be unworn and unwashed.
  • Items must have all tags attached.
  • We're sorry, but we are unable to offer free returns, returns must be made at your own cost.

 

How long do I have to return an item?
If for any reason you are not completely satisfied with your purchase, you can return your items to us within 14 days for a refund. Should you return your item after this time frame, you will not be eligible for a refund.

 

How long does it take to process my return?
We aim to process all returns within 7-10 working days of delivery to us, at which time we will issue a full refund or exchange and will follow up with a return confirmation e-mail. If you have not been refunded after 30 days of returning the item(s), please contact us with the proof of postage information from your return carrier receipt and we will check this out for you.

 

Can I exchange an item?
Unfortunately, we are currently unable to process exchanges. You can return your item to us and place a new order to receive the item of your choice. To return an item please follow the steps stated in ‘How do I return an item?'.

 

What should I do if I receive a faulty item?
Oh no! We are truly sorry if you have received a damaged item from us. We can only assume this occurred during the manufacturing process and has somehow slipped through the net. Please send us a message so we can organise for another one to be sent to you!

 

How do I return an item?

  1. Please take extra care when trying on your new purchases, as unfortunately we can’t refund any items that are marked with make-up, fake tan or body lotions, etc. All items must be returned in the condition they were received, with the tags still attached.

  2. Please fill-in and include the returns form (found on the reverse side of your invoice) along with your returned item to enable us to identify you and process your return as quickly as possible.  If this is not present, a written note with all your details will suffice! 
  3. We always recommend returning your items via a recorded service as we unfortunately can't be held responsible for any items that do not reach us.

The return address is:

Lilura London

2 Bramwood Court

Bramhall

SK7 2EU

 

Can I get my shipping fees back?

We regret to inform you that any original shipping fees or return shipping charges are non-refundable, unless the error was made on our part.  In the rare event that you do receive an imperfect item, please do contact us at your earliest convenience.  In such an event, we prefer to remedy on a case-to-case basis to ensure the best customer service and overall satisfaction. 

 

I returned an item and it was incorrectly refunded or replaced.

We're really sorry if we've made a mistake with your exchange/refund. Please send us a message so we can fix this for you right away. 

 

I have received an incorrect item in my order. 

We're really sorry if we've made a mistake with your order. Please send us a message so we can fix this for you right away.

 

Do I have to pay for return postage? 

Unfortunately we're unable to cover return postage costs unless your item is faulty. Customers are urged to hold onto proof of postage as we're also not responsible for returns lost in the post. If you paid for shipping at the time of your original order, you will not be credited the cost of shipping when we receive your return.

 

Have you received my return?

Please allow up to 10 working days for your parcel to be returned to Lilura London. We will send you a confirmation email once your return has been processed.  If you haven’t heard any communication from us after the 10 working day timescale, please contact our customer care team with your order number and details of the items returned.