Returns and Refunds – Lily and Roux

Returns and Refunds

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. Please read below returns on sale items. 

To be eligible for a return, the item(s) must not have been unused and in the same condition that you received it. It must also be in the original packaging ad tags attached.

Several types of goods are exempt from being returned. Underwear and Swimwear. 

Additional non-returnable items:
Gift cards
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery

Refunds (if applicable):
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7-14 working days.

Late or missing refunds (if applicable):
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items (if applicable):
Only regular priced item(s) may be refunded, unfortunately sale items cannot be refunded. Sale item(s) less than 50% off are subject to credit note and need to be returned back to us as soon as possible. Item(s) with more than 50% off are non returnable and if return will not be processed, additional chargers will apply for item(s) to be returned back to you. This does not affect your statutory rights and orders can be cancelled within 14 days for a refund under the Distance Selling Regulation within UK only. Please send written cancellation to email address


Payment Plan items (if applicable):

Items paid off by payment plan are exchangeable only. If an alternative item can not be found then a credit note will be issued. 
Sale item(s) on a payment plan are non returnable or exchangeable.

Exchanges (if applicable):

We advise buyers to re-purchase a replacement, we can not guarantee sizes will be available and we are unable to hold item(s). We try to replace items or refund if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to: Lily and Roux, High Street, Dornoch, Highlands, IV253SH, 01862810072


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

UK Shipping Returns:

To return your product, you should mail your product to: Lily and Roux, High Street, Dornoch, Highlands, IV253SH

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Why not take advantage of our returns label and get Tracked returns with added  security and insurance. Our returns label cost £2.99 and the amount will be deducted from the refund amount. 

Link for returns label: Click Here

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

When shipping your item back you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item(s) and hold no responsibility. 


International Shipping Returns:

Customers are responsible for returning unwanted item(s) back to us. We are able to supply a returns label via UPS and have your items collected. We advise you to use the label to ensure customs and duty is not paid when your item(s) arrive back in the country. Any customs and duty charged when item(s) arriving in the country will be deducted from your refund. Please note return shipping is not free and addition charges apply, to find out more please email us and we will be happy to advise on cost and to supply returns label. We can only process refunds on returning item(s) and are not able to do exchanges. If an alternative size is needed it will need to be reorder.


Return Address:

Lily and Roux

High Street 


IV25 3SH

United Kingdom 

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