Refund policy

Returns & Refunds Policy

Lily & Rose Dublin — info@lilyandrose-dublin.com

Please read this policy carefully before requesting a return. By placing an order you agree to these terms. Nothing in this policy affects your statutory rights as a consumer.

1. Timeframe

You have 30 days from the date you receive your item to request a return. Requests made after 30 days cannot be accepted for change-of-mind returns.

2. Condition of returned items

To be eligible, items must be:

Unused, unworn and unwashed
In their original condition, with all tags attached
In their original packaging

Items returned in a different condition to how they were received may be refused or subject to a reduced refund, in line with your legal rights.

3. How to start a return

Email info@lilyandrose-dublin.com with:

Your order number
The reason for the return
Clear photos of the item (required where you report a fault, defect or incorrect item)
Your contact details

We aim to respond within 2–3 business days. Do not ship anything back until your return has been approved and you have received return instructions and the return address from us — unauthorised returns cannot be processed.

4. How we resolve returns

Once approved, we'll offer the most suitable resolution:

Change of mind / didn't suit: exchange for another item or store credit. A refund to your original payment method is available where required by law.
Faulty or incorrect item: we'll send a free replacement at no cost to you. If the replacement also has the same fault, you're entitled to a full refund.

5. Return shipping costs

For change-of-mind returns, return shipping is paid by the customer. We strongly recommend a trackable service — we cannot take responsibility for returns lost in transit.
For faulty or incorrect items, we cover the return cost.
The return address will be provided when your return is approved; please use only that address.

6. Refund procedure

Once we receive and inspect your return, we'll email you to confirm whether it's approved. Approved refunds are issued to your original payment method, normally within 14 days of us receiving the item.

7. Damage from use

We're not responsible for damage caused by misuse, negligence or improper handling. Only manufacturing defects are covered.

8. Hygiene exceptions

For hygiene reasons, certain items cannot be returned once opened, including underwear, lingerie and other sealed hygiene products.

9. Your statutory rights

This policy is offered in addition to your rights under Irish and EU consumer law, including your right to withdraw from an online purchase within 14 days and your rights in respect of faulty goods. These rights cannot be waived.