Returns

Returns/Exchanges & Cancellations

Under the Consumers Contracts Regulations 2013, Freya Lillie Ltd is classed as an online retailer specialising in custom made clothing. This is clothing made to order for you under your chosen specifications (size, colour, style etc)and not a stock item. As a result we are not required by Law to offer a refund or exchange.

However we wish to give you security and confidence in your experience with us and sometimes appreciate that you may not be entirely satisfied with your purchase and we at Freya-Lillie strive towards 100% customer satisfaction.

If you need to cancel your order you have 14 days from the date your order was placed.  Simply email us at info@freya-lillie.com with your name and order number which will be found on your order confirmation. You will be refunded immediately.

If you have received your item and you are not entirely happy and would like a refund or exchange, you have 14 days from the date your item was received to send back to us. (Some exceptions do apply, please see below Exceptions)

If you email us at info@freya-lillie.com with your name, order number and reason for return so we can log it on the system and wait for your item to be returned.

It is important that the items reach us with the labels attached and undamaged, unwashed and unworn for an exchange or refund (and within the 14 days stated above).  Any returns which are damaged, soiled or altered may not be accepted and may be sent back to the customer. Please include a note so we can identify your parcel and whether you require an exchange or refund, failure to do so can result in a delay in processing your refund. Please allow 7 to 10 days for your refund to be processed.

Return to:

Freya Lillie Ltd

Longridge

Hillcrest

Durham

DH1 1RB

If your order is incorrect please notify us immediately, again any worn items will not be refunded.

If your item is faulty under any circumstances, we will refund/repair/exchange the item in question and reimburse your delivery costs back to us with evidence of receipt of postage.

Email info@freya-lillie.com.

It is the responsibility of the customer to ensure that we have received the returned item and we recommend that you use a signed for service.

Any unidentifiable parcels may also be returned to the customer.

Exceptions

Unfortunately we are unable to offer a refund or exchange on personalised clothing. If your item was purchased using a promotional discount code or during a sale period, you may return for an exchange or credit note only.  You must return your item as above within the 14 days as well as emailing us to inform us of your decision to return your item.  You must include your name, order number, item you are returning and your choice of credit note or exchange.

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