Returns Policy
Returns Policy & Making Returns
We hope you will be delighted with your purchase from Mac and lilly, however we do understand that there may be occasions when you wish to return an item. If you are unhappy with a product for any reason please contact us immediately via email at hello@macandlilly.com We will arrange to refund the goods once they are returned in perfect condition, unused and with their original packaging.
Items must be returned within 28 calendar days from receipt of order. We are happy to refund unwanted items (provided they are returned within the timeframes above and in re-saleable condition, in the original packaging). However, return postage costs will be the responsibility of the customer unless the items are damaged or faulty in which case we will also reimburse the cost of return postage or arrange collection of the goods. Please remember to obtain proof of postage when returning items. We also advise that you obtain a certificate of postage in case the parcel fails to reach us.
Damaged Items
All Items must be checked upon receipt of delivery. If there are any breakages, defects or discrepancies you must notify us within 48 hours. We are unable to replace or refund any items if we are not notified within this time.
In the unlikely event that a parcel arrives damaged or faulty please contact our Customer Services team immediately (within 48 hours) by email to hello@macandlilly.com or by telephone on 0333 091 1910 (Monday to Friday 9am to 5pm) to arrange a replacement, exchange, or refund for you.
Refunds for the damaged goods and reimbursement of the cost of postage will be made to the credit/debit card account used to purchase the items. Please email a photo of the damaged item and if you can send a photo of the outer box the item was received in that would help us claim back against the courier and we can decide on a collection method.
For returns within England, Scotland and Wales, there is a £4.95 return fee which will be deducted from your refund.
A surcharge will be applied to returns from Northern Ireland, Highlands, Jersey and The Republic Ireland. Please contact us if you have any questions about this hello@macandlilly.com
Personalised items are non-refundable.
We don't accept returns for personalised items unless it is damaged or faulty contact us at hello@macandlilly.com
HOW TO CREATE A RETURN
REFUNDS
Once we have received your returned item(s) and they have been quality checked, we will notify you and process your refund for the returned goods.
Please allow up to 5 days for the refund to show in your account. Please note that we are unable to refund the original shipping fee.
We take the upmost care in packaging your orders to ensure that they are not damaged in transit, however if you do receive a damaged item, we politely ask that you take a photo and send it to us via email within 5 days of receiving your order.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.