REFUND POLICY
Returns Policy
We value you as a customer and your satisfaction is very important to us. If you’re not completely happy with your purchase, we’re here to help.
If you've changed your mind about a Lily Lolo product, you can return your order within 30 days of the date of purchase, provided the item is still unused, in its original condition, and in original packaging. Please contact our team and we’ll be happy to help organise this for you.
Colour Match Guarantee
Although we’ve tried to accurately display the colours of our Foundations, Concealers, and BB Cream online, we understand it can be difficult to colour match without trying them in person.
If you’ve purchased our Mineral Foundation SPF15 (excluding samples), Cream Foundation, Mineral Concealer, Cream Concealer, or BB Cream online at www.lilylolo.co.uk, and you're not happy with the colour, you may request a refund within 30 days of the date of purchase.
This colour-related returns policy applies to a maximum of one shade per product type per customer on gently used items.
Returns Involving Discounts or Free Products
If your return involves items purchased using a promotion, discount, or free gift offer, your refund will be adjusted accordingly:
If your return causes the original order to fall below the qualifying threshold for the promotion (e.g. minimum spend, multi-buy offers), we reserve the right to deduct the value of the discount or offer from your refund.
Any free item(s) received as part of a promotion must also be returned unused and in original packaging. If not returned, the value of the free item may be deducted from the total refund.
Additional Notes
We are unable to refund postage charges on returned items.
We cannot assist with returns for products purchased through other retailers or stockists — please contact them directly.
Returning your items.
Goods must be returned within 30 days of purchase. Please note that if you are returning a collection, we aren't able to issue partial refunds, the entire collection must be returned.
Please contact our customer care team at email@lilylolo.co.uk to notify them of your return. We recommend you use a postal service that insures you for the value of the goods you are returning. Please send your returned goods enclosing your name, address, order number and reason for return to:
Lily Lolo
Unit 3A
Banner Court
Hull
HU4 7DX
We aim to process returns within 7 working days of receiving the goods back.
Exchanges.
Unfortunately we cannot offer exchanges at the moment.
In-store purchases.
If you have purchased through one of our stockists, you will need to visit them directly for a return or exchange.