General
This website (www.macandlilly.com) is operated by Mac and Lilly. References to "Mac and Lilly", "we", "us" and "our" refer to Mac and Lilly. References to "you" and "your" refer to persons placing an order via our website, telephone, or post.
By placing an order with us, you confirm that you have read, understood, and agreed to these Terms & Conditions. If you have any questions, please contact us at hello@macandlilly.com or call 0333 091 1910 before placing your order.
Orders
When you place an order, you are making an offer to purchase the goods outlined in your order. We will send you an email confirming we have received your order, but this does not mean your order has been accepted. Our contract for the sale of products only exists once your order has been accepted, processed, and dispatched.
We require your name, email address, delivery address, phone number, and payment details to process your order. We may share your phone number with our couriers so they can contact you to arrange delivery.
We may be unable to fulfill your order if:
- The product is out of stock
- We cannot obtain payment authorization
- There is a product description error
- Delivery is temporarily impossible due to exceptional circumstances (e.g., severe weather, accidents)
If there is an issue with your order, we will contact you by phone or email.
Personalised & Made-to-Order Items
Please note: Personalised house signs and custom-made items cannot be cancelled or returned once production has begun, as they are made specifically for you.
Please double-check all personalisation details (names, numbers, spellings, colors, sizes) before confirming your order. We are not responsible for errors in personalisation details provided by you.
Payment
All prices are in GBP and include VAT (where applicable).
We accept:
- Most debit and credit cards
- PayPal
- Bank transfer (please contact us for bank details at hello@macandlilly.com)
We take every care to keep your payment details secure, but we cannot be responsible for any loss you may suffer if a third party gains unauthorized access to information you supply when ordering.
Pricing & Product Descriptions
We make every effort to ensure our product descriptions, photographs, and specifications are accurate. However:
- Colors may vary slightly from those shown on screen due to monitor settings
- Some items are hand-finished, so slight variations may occur
- Props used in photographs are not included unless stated in the product description
We reserve the right to:
- Vary prices and product specifications
- Withdraw any item from sale, even after an order has been placed
If an item becomes unavailable after you've ordered, we will contact you to arrange a suitable replacement or cancel your order.
Prices are not confirmed until your order is accepted.
Delivery
For full details about delivery times, costs, and shipping zones, please see our [Shipping page].
Cancellation Rights
Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 calendar days of receiving your goods.
This does NOT apply to personalised or made-to-order items.
To cancel, contact us at hello@macandlilly.com or call 0333 091 1910.
If your order has already been dispatched, you may return it for a refund provided the items are:
- Complete and unused
- In original packaging
- In perfect condition
You are responsible for return postage costs (except for faulty items or goods damaged in transit).
Returns Policy
If you wish to return an item, please contact us at hello@macandlilly.com within 28 calendar days of receiving your order.
Items must be returned:
- Unused and in perfect condition
- In original packaging
- At your own cost (unless faulty or damaged)
Please package returns carefully to prevent damage and obtain proof of postage, as items are your responsibility until they reach us.
Refunds will be processed to the original payment method once we receive and inspect the returned items.
Personalised and made-to-order items cannot be returned unless faulty.
Damaged or Faulty Items
Please check all items immediately upon delivery.
If your order arrives damaged or faulty, you must contact us within 48 hours by:
- Email: hello@macandlilly.com
- Phone: 0333 091 1910 (Monday–Friday, 9am–5pm)
Please provide:
- Photos of the damaged item
- Photos of the outer packaging (if possible)
We will arrange a replacement, exchange, or refund. Return postage costs for damaged or faulty items will be reimbursed.
Marketing Emails
When you place an order, you will be added to our email list. You can unsubscribe at any time by contacting hello@macandlilly.com or clicking "unsubscribe" in any email.
Much better, right? Clear sections, easier to scan, and more customer-friendly language while still covering all the legal requirements.
Want to copy this in?