Refund policy

RETURNS & REFUNDS

We hope you love your House of Lilah order. If something isn’t quite right, please read our returns policy carefully before sending your item back.

14-Day Returns

You have 14 days from the date you receive your order to notify us that you wish to return an item.

To be eligible for a return, items must be returned in their original, unworn condition, with all original packaging, labels, tags and the House of Lilah return ribbon still attached and intact.

Our Return Ribbon

Every eligible House of Lilah garment is supplied with a return ribbon.

Please do not remove or cut the return ribbon until you are completely happy that you wish to keep your item.

The ribbon is positioned so that you can inspect and try on your garment while it remains attached.

If the return ribbon has been cut, removed, broken or tampered with, we will consider this when assessing whether the garment has been handled beyond what is reasonably necessary to inspect and try it on, refunds will not be given. 

Condition of Returned Items

Returned garments must be in the same condition in which they were received.

We cannot accept items which show signs of use or wear beyond what is reasonably necessary to try the garment on. This includes, but is not limited to:

  • Items that have been worn for a period of time rather than simply tried on
  • Stains, marks or soiling
  • Makeup or fake tan
  • Deodorant or other cosmetic marks
  • Perfume, smoke, body odour or other noticeable scents
  • Pet hair
  • Washing, laundering or cleaning
  • Alterations
  • Damage caused after delivery
  • Excessive stretching or other signs of wear
  • Missing or damaged original tags, packaging or return ribbon

Please take particular care when trying on garments while wearing makeup, fake tan, perfume or other products which may transfer onto the clothing.

How to Make a Return

Please notify us within 14 days of receiving your order that you wish to make a return.

Package your item securely and include a note inside the parcel containing:

Your full name
Your order number
Your email address

This allows us to identify your order and process your return correctly.

Please send your return to:

House of Lilah Returns
3 Corinthian Road
DA8 1AU
United Kingdom

Please do not send returns without your identifying information, as this may delay our ability to locate your order and process your refund.

We strongly recommend using a tracked postal service and keeping your proof of postage until your return has been completed. House of Lilah cannot accept responsibility for parcels that are lost in transit when being returned to us.

Refunds

Once your return has been received, it will be inspected to ensure it meets the conditions of this policy.

If approved, your refund will be processed back to your original payment method.

Refunds will be processed within the timeframe required by UK consumer law. Your bank or payment provider may require additional time for the funds to appear in your account.