Refund policy

Returns & Refund Policy

We hope you'll love your Mac and Lilly purchase, but if you need to return something, we're here to help.

Standard Returns

For non-personalised items, we offer returns within 30 days of receiving your order.

Please contact us before returning an item so we can provide the appropriate return instructions.

For eligible online purchases, you also have statutory cancellation rights under UK consumer law. These rights are separate from our 30-day returns policy and are not affected by anything stated below.

Items should be returned in a condition that allows us to resell them. We may make a reasonable deduction from your refund if an item has been handled beyond what is necessary to inspect it.

Return Shipping Costs

For change-of-mind returns, customers are responsible for the cost of returning the item to us.

If we arrange a return label on your behalf, a £4.95 return postage charge may be deducted from your refund where applicable.

This charge does not apply where an item is faulty, damaged, not as described or otherwise does not meet your statutory rights.

How to Return

To arrange a return, please contact us at hello@macandlilly.com or call 0333 091 1910, Monday–Friday, 9am–5pm.

Personalised & Custom-Made Items

Items that are made to your specifications or clearly personalised cannot normally be returned simply because you have changed your mind.

Please double-check all personalisation details, including names, numbers, spellings and finishes, before placing your order.

This does not affect your statutory rights if an item is faulty, damaged, not as described or otherwise does not conform to your order.

Damaged or Faulty Items

If your order arrives damaged, please contact us within 48 hours where possible and include photographs of the item and packaging. This allows us to investigate the damage quickly and, where appropriate, raise a claim with the delivery company.

The 48-hour period is a request to help us resolve delivery damage promptly and does not limit or affect your statutory rights.

If an item is faulty, damaged, not as described or otherwise does not meet your statutory rights, please contact us and we will arrange an appropriate remedy.

Our Trading and Return Address

Mac and Lilly
Lancaster Street
Carlisle
Cumbria
CA1 1TF

Email: hello@macandlilly.com
Telephone: 0333 091 1910

Your Statutory Rights

Nothing in this Returns & Refund Policy affects your statutory rights.