Returns

At Lily Rou, we want you to love your purchase. If for any reason you’re not completely satisfied, we offer a simple and convenient returns process.

Returns Policy
- You have 14 days from the day of receipt to make a return
- Items must be in their original, unworn, unwashed condition with all tags attached
- Items marked as "Final Sale" or "Non-Returnable" cannot be returned
- Altered or bespoke garments can't be returned
- We are unable to modify orders and don't currently offer an exchange option

Cost
We’re a small, independent brand, and the costs of returns have a big impact on our business. To help us continue creating beautiful pieces sustainably, we apply a £4 processing and handling fee on all returns. This fee will be deducted from your refund.
We make every effort to reduce our carbon footprint and ensure that returned items are given the chance to be loved by someone else. Thank you for supporting us in building a more mindful way of shopping.

How to Return

1. Initiate Your Return
Contact our customer service team at support@lilyrou.com to start your return. Provide your order number, the item(s) you wish to return, and the reason for the return.

2. Repackage the Items
Place the items you wish to return in their original packaging with all tags attached. 

3. Print Your Evri Return Label
After your return is approved, we will email you an Evri return label. Print the label and attach it to your package securely, this can be printed at home or using the QR code provided in your Evri drop-off location. 

4. Drop Off the Package
Take the package to your nearest Evri drop-off point. Find your closest location here - https://www.evri.com/parcelshops.
Make sure to keep your receipt with the tracking number as proof of return.

5. Refund Process
Once we receive your return, we will inspect the items. Approved returns will be refunded to your original payment method within 10-14 business days. Please note that original shipping charges are non-refundable.

If you have any questions or need further assistance, please don’t hesitate to contact us at support@lilyrou.com. We’re here to help!