Refund policy
LAST UPDATED: 16 September 2026
We want you to love your Lilyrose order. If something is not right,
here is how returns and refunds work.
1. SUMMARY
- 30-day return window for unused, unopened items in original packaging.
- Damaged or defective items: free replacement or full refund at our
cost, regardless of window.
- EU/UK consumers also have a statutory 14-day right to cancel
(Section 8 below).
- Sale items, gift cards and opened skincare are non-returnable for
hygiene reasons (see Section 6).
2. RETURN WINDOW
You may request a return within 30 days of the delivery date shown
on your tracking.
RETURN WINDOW — 30 DAYS]
Items must be unused, unopened, in their original sealed packaging,
and in a resaleable condition.
3. HOW TO START A RETURN
1. Email hello@thelillyrose.com with your order number and reason.
2. We reply within 2 business days with a Returns Authorisation
(RA) number and the return address.
3. Ship the item back within 7 days of receiving the RA number, in
its original box, unused and sealed.
4. Once we receive and inspect it, we issue the refund or
exchange (5–7 business days).
Do not send items back without an RA number — we cannot track them.
4. REFUNDS
Approved refunds are issued to the original payment method within
5–7 business days after we receive and inspect the item. Banks and
card issuers may take a further 3–10 business days to show the
credit on your statement. Shipping costs are non-refundable unless
the return is due to our error.
5. EXCHANGES
We replace items only when they are damaged, defective or incorrect.
For a different product, please place a new order and return the
original item under Section 3.
6. NON-RETURNABLE ITEMS
For hygiene reasons we cannot accept returns of:
- Opened or used skincare (patches, eye gels, oils, jade tools that
have contacted skin).
- Any product whose sealed packaging has been broken.
- Items marked "Final Sale" at checkout.
- Gift cards.
7. DAMAGED, DEFECTIVE OR WRONG ITEM
If your order arrives damaged, defective, or you receive the wrong
product, email hello@thelillyrose.com within 48 hours of delivery
with:
- Your order number
- Photos of the outer box, the inner packaging, and the damaged
or wrong item
- Brief description of the issue
We will cover return shipping and offer a free replacement or full
refund, whichever you prefer.
8. EU/UK 14-DAY COOLING-OFF PERIOD (RIGHT OF WITHDAL)
If you are a consumer in the EU/UK, you may cancel your order for
any reason within 14 days of the day you (or a person you nominate)
receive the goods. Tell us at hello@thelillyrose.com and we will
arrange a return. Refunds (including standard outbound shipping
costs) are issued within 14 days of receiving the goods back, or
within 14 days of you providing proof of dispatch, whichever is
earlier. You must return items within 14 days of telling us you are
cancelling. Sealed cosmetics and skincare that have been opened or
have broken hygiene seals are exempt from the cooling-off right
once the seal is broken (EU Consumer Rights Directive article 16
(e)).
9. BUNDLES AND GIFT SETS
To receive a refund for a bundle or gift set, all items in the set
must be returned in the same condition. Partial-refund deductions
apply for missing or opened items.
10. LOST OR NEVER ARRIVED
If tracking shows "delivered" but you never received it, contact us
within 15 days (domestic) or 30 days (international) at
hello@thelillyrose.com — we will open a claim with the courier and
either resend the order or refund it.
11. SHIPPING COSTS
- Return shipping is paid by us when the item is damaged, defective
or wrong, or when you exercise your EU/UK cooling-off right
(we reimburse standard outbound shipping only).
- Return shipping for change-of-mind returns is paid by you. We
recommend a tracked service.
12. CONTACT
Email: hello@thelillyrose.com
Postal: Ballintim Camolin wexford Ireland