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Shipping & Returns

RETURNS / REFUNDS POLICY

This policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately I can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, I require a receipt or proof of purchase.  Please note, you will be responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return. 

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 14 days after delivery

REFUNDS

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 a certain amount of days.

LATE OR MISSING REFUNDS

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 hello@lillybella.co.uk

SALE ITEMS

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

EXCHANGES

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send me an email at hello@lillybella.co.uk and send your item to: Returns, 16 Siddall Street, Northwich, CW9 7AF.

SHIPPING FEES

All orders will be dispatched within 2 to 3 working days of the order being received (Monday to Friday) and will be sent via Standard shipping. For large bulk orders I would look to send via Evri using their Standard 2-4 business days delivery service or DPD, this will be dependent on availability and price. 

Any orders received at the weekends or on Bank Holidays will be dispatched within 48 hours of the next working day.

I only ship to GB postcodes. Please message me if you would like an order posted to Ireland so that I can quote on necessary costs.

Shipping costs are dependent on the parcels weight:

Example:

  • Postable (Under 1kg) Standard: £2.59
  • Under 1kg Standard: £3.98
  • 1kg to 2kg Standard: £5.44
  • 2kg to 5kg Standard: £6.95
  • 5kg to 10kg Standard: £7.36
  • 10kg to 15kg Standard: £10.27

To give you some guidance, an 8oz candle weighs around 700g when packed, a 4oz candle weighs around 530g when packed and 1 pack of wax melts weighs around 210g when packed etc ...

SHIPPING RETURNS

To return your product, you should mail your product to: Returns, 16 Siddall Street, Northwich, CW9 7AF.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

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

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.