RETURN AND EXCHANGES
If for any reason you are not completely satisfied with your online purchase and would like to return the item for a refund, please return the item to us in it’s original condition within 14 days of receipt.
Please note that earrings are excluded from the refund policy due to hygiene reasons. We are unable to refund or exchange any earrings purchased at Lilly’s Papillon.
Also exempt from any refund or exchange are bespoke, made to order items or jewellery altered to a customer request.
Lilly’s Papillon does not accept any responsibility for return postage costs, nor for any items lost, stolen or damaged in transit. These responsabilities are those of the customer. Therefore we strongly recommend using a secure and tracked service to return the goods to Lilly’s Papillon.
Please take care if a customs declaration form is required, to correctly mark the goods as a ‘Returned Item’. This will ensure that no additional customs fees are incurred. In the instance that an item is incorrectly marked and a customs fee is incurred, this may be passed onto the customer. This may also delay the returns process.
Any return received without a Return Number and completed Return Form will result in a delay in your refund being processed, and in some circumstances may be returned to the sender.
Returning Faulty Goods
In the rare event that goods are delivered faulty or damaged please email us so we can arrange a replacement or a refund. If the package you receive is damaged or open please do not accept the delivery and contact customer services immediately to arrange a replacement. We will bear the costs of postage to return the goods and issue a re-delivery.
If you have received an item as a gift, we will happily offer an exchange for an item of the same or greater value.
Please note that the above terms still apply to all exchange requests.
If you wish to cancel an order placed online at lillyspapillon.com please phone our customer service team on +302314….
Please note that orders can only be cancelled if they have not already been dispatched. If your order has been dispatched, then we are unable to redirect it, so request that you follow the above return instructions upon receipt. Providing that a Return Number has been requested within 7 days of receipt, then your original postage costs will be refunded along with the full cost of the item.