Returns Policy
Before returning any items, you must inform us of the reason for the return. Please quote your order number on all returns and correspondence.
In the event of an item returned not arriving, you will be asked to provide tracking details (where applicable) or a receipt of proof of postage.
We advise that customers return items of high value (£15 or more) a return signed for second class.
If an item(s) is returned without any written communication, and not in line with our returns procedure, we will not be able to compensate you.
If you are returning an item to us for a refund or an exchange then the cost of returning the item to us is your responsibility.
Items should be returned in their original packaging and ‘as new’.
For hygiene purposes, we do not accept returns of earrings (or jewellery sets which include earrings), body jewellery, essential oils, bath bombs and bath salts, unless they are unopened, in original packaging and have never been used.
Please contact us via email (info@lilypalm.co.uk) for returning address.
Change of Mind
If for any reason you change your mind upon receipt of the goods you may return part or the entirety of your order.
Please inform us in writing of the intent to return the goods within 7 calendar days from receipt of the order. The goods need to be then returned within 14 calendar days from the receipt of the goods following the below terms of return:
a) Once reported, please await contact from us – we will authorise the return and issue a returns form to be included in the parcel.
b) Please return the goods using a tracked/ signed for postal service of your choice and provide us with the relevant tracking information upon dispatch.
c) The goods must be returned to us undamaged and unopened. Should any part of the return arrive not fit for sale this will not be credited or refunded.
Once the return is processed by us, we will issue a credit or a refund to your account or the original method of payment.
Item(s) damaged/ faulty on receipt:
Due to the nature of the products we sell, some of these products may become damaged or faulty in transit. If an item is delivered to you damaged or faulty please inform us within 7 calendar days from the receipt of your order. If an item is damaged on receipt, please contact us via email (info@lilypalm.co.uk) to report the issue. Please quote your invoice number and the item code of the damaged item. We will request for a photograph of the item to be emailed to us (including the item code and the invoice number). Please note: credit, rather than refund or replacement will be offered for damaged/ faulty items.
Items missing from order:
If an item is missing from your order and it is not marked as ‘out of stock’ on your invoice, please contact us via email (info@lilypalm.co.uk) stating your invoice number and the item code. Please make sure you report missing items within 7 calendar days from the delivery date of your order. We will credit the account for the value of the missing item(s). Please note: credit, rather than refund or replacement will be offered for missing items.
Comments
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An anonymized string created from your email address (also called a hash) may be provided to the Gravatar service to see if you are using it. The Gravatar service privacy policy is available here: https://automattic.com/privacy/. After approval of your comment, your profile picture is visible to the public in the context of your comment.
Cookies
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When you log in, we will also set up several cookies to save your login information and your screen display choices. Login cookies last for two days, and screen options cookies last for a year. If you select “Remember Me”, your login will persist for two weeks. If you log out of your account, the login cookies will be removed.
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Embedded content from other websites
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These websites may collect data about you, use cookies, embed additional third-party tracking, and monitor your interaction with that embedded content, including tracking your interaction with the embedded content if you have an account and are logged in to that website.
Who we share your data with
If you request a password reset, your IP address will be included in the reset email.
How long we retain your data
If you leave a comment, the comment and its metadata are retained indefinitely. This is so we can recognize and approve any follow-up comments automatically instead of holding them in a moderation queue.
For users that register on our website (if any), we also store the personal information they provide in their user profile. All users can see, edit, or delete their personal information at any time (except they cannot change their username). Website administrators can also see and edit that information.
What rights you have over your data
If you have an account on this site, or have left comments, you can request to receive an exported file of the personal data we hold about you, including any data you have provided to us. You can also request that we erase any personal data we hold about you. This does not include any data we are obliged to keep for administrative, legal, or security purposes.
Where your data is sent
Visitor comments may be checked through an automated spam detection service.
Acceptance of terms
By placing an order you are agreeing to be bound by our terms and conditions.
This does not affect your statutory rights as a customer.