Return policy
We want you to be completely satisfied with your Lily & Oscar purchase. If you are not happy with your order or require assistance, our customer support team is here to help.
For any questions regarding returns, exchanges, or refunds, please contact us:
Email: support@lilyandoscar.co.uk
How to Start a Return or Exchange
If you wish to return or exchange an item purchased from Lily & Oscar, please contact us first by email:
Please include:
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Your order number
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Your name
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The email address used at checkout
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The item(s) you wish to return or exchange
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The reason for your request
Our team will review your request and provide the necessary return instructions.
Lily & Oscar orders do not include return slips inside the package. Please do not send items back before contacting us, as unauthorised returns may not be processed.
Return Period
You may request a return within 30 days from the date you receive your order.
After this period, please contact us and we will review your request where possible.
Returned items must generally be:
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Unused
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In their original condition
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Complete with original packaging and accessories where applicable
Refunds
Approved refunds will be issued to the original payment method used for the purchase.
Please note that original shipping charges are non-refundable unless the item received was damaged, defective, or incorrect.
Refund processing begins after the returned item has been received and inspected.
Once approved, refunds are usually processed within 5–10 business days, depending on your bank or payment provider.
Incorrect Products
If you receive an item different from the one you ordered, please contact us immediately:
Email: support@lilyandoscar.co.uk
Please provide:
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Your order number
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A description of the issue
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Photos of the product received
We will review the situation and arrange the appropriate solution, which may include:
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Replacement of the correct item
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Exchange
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Refund where applicable
If the incorrect item was supplied due to an error on our side, you will not be responsible for return shipping costs.
Return Shipping Costs
If the return is requested because you changed your mind, selected the wrong item, or no longer want the product:
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The customer is responsible for return shipping costs.
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Return shipping fees depend on the courier service selected by the customer.
If the product received is damaged, defective, or incorrect, Lily & Oscar will cover the reasonable return shipping costs or provide an appropriate solution.
Returning Your Product
After receiving return approval from our team:
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Pack the item securely in suitable packaging.
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Remove or cover previous shipping labels and barcodes.
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Attach the required postage label.
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Send the parcel using the recommended delivery service.
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Keep your proof of postage and tracking information until the return is completed.
If you have not received return instructions or require assistance, contact:
Faulty or Damaged Products
If your product arrives faulty, damaged, or develops an issue, please contact us before returning the item.
Please provide:
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Your order number
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Description of the issue
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Photos or videos showing the problem
Our team will review your request and guide you through the appropriate solution.
Returns from Unofficial Sellers
This return policy applies only to purchases made through our official website:
https://www.lilyandoscar.co.uk
If your purchase was made through another retailer, marketplace, or third-party seller, the return policy of that seller will apply.
Contact Us
For all return and refund enquiries:
Lily & Oscar
Operated by OTTYSHOP LTD
Email: support@lilyandoscar.co.uk
Website: https://www.lilyandoscar.co.uk