RETURNS AND REFUND POLICY

Returns & Refund Policy

Welcome to Lily & Frank. We truly hope you love your products as much as we loved creating them.

Due to the nature of skincare and cosmetic products, we kindly ask customers to read our Returns Policy carefully before placing an order.

Returns

Under UK consumer law, customers have the right to request a return within 14 days of receiving their order.

To be eligible for a return:

• Items must be unopened, unused and in their original packaging
• Return requests must be made within 14 days of delivery
• Returned items must reach us within 14 days of your return approval

Hygiene & Safety

For hygiene and safety reasons, we cannot accept returns of opened or used skincare products unless the item is faulty, damaged or incorrect.

This policy helps protect all of our customers and ensures the integrity of our products.

Faulty or Damaged Items

If your order arrives damaged, faulty or incorrect, please contact us within 48 hours of delivery at:

lilyandfrankskincare@hotmail.com

Please include:

• Your order number
• Photographs of the item and packaging
• A brief description of the issue

We will happily offer a replacement, exchange or refund where appropriate.

Refunds

Once your return has been received and inspected, we will notify you regarding approval of your refund.

Approved refunds will be processed back to your original payment method within 14 days.

Original shipping costs are non-refundable unless the item is faulty or incorrect.

Return Shipping

Customers are responsible for return postage costs unless the item is faulty or incorrect.

We recommend using a tracked postal service, as Lily & Frank cannot be held responsible for returns lost in transit.