Refund policy

Thank you for placing your order! (We even did a happy dance!)

We understand that sometimes plans change.
The majority of products are fine  for return however, personalised items may not be suitable unless an error on our part is valid (i.e. spelling error or text placement, etc) 

DELAYS 
We will make every effort to deliver goods within the estimated time scales; however, delays are occasionally inevitable due to unforeseen factors. We are under no liability for delay or failure to deliver the products within estimated time scales. Please order in plenty of time. Delivery upgrades are available.

MISSING ITEMS 
In the unusual event of your order not arriving, we will, of course, offer a full refund or replacement. Your order will be deemed lost in transit after 15 working days have passed (25 days for the rest of the world). If your order arrives within this time, you are required to return it before a refund will be processed.

POSTAGE 
Return postage will only be refunded in the case of damaged, or faulty items. Please include the receipt for the return delivery charge within the package or scan and email us a copy to lilandbops@hotmail.co.uk. If you return a non personalised item that is not damaged or faulty, the postage will NOT be refunded.

CONDITION 
Please note we can only accept the return of non-personalised items in an unused and saleable condition, exactly how they were received. Unless the items are being returned due to damage, fault or receipt of items not ordered.

RETURNS 
If you are not happy with your order, or it has arrived after your event, you may return the items to us for refund, providing you do so within 14 days of receiving the items.

We require receipt of the returned items before we will process a refund.

Please get proof of postage when you return your item, as we are in no way responsible for items not arriving back with us.

We do not cover return postage costs unless the items is faulty, damaged or not ordered.

PERSONALISED ITEMS
Please make sure you check your orders (spellings etc)  to ensure everything you have selected is correct, personalised items can't be returned unless they are damaged/ faulty. 

 REFUNDS 
Refunds will only be processed when one of these conditions is met:

a) The item has been returned to us and received in a saleable condition.

b) a damaged or faulty item has been returned to us and received.

c) a missing item has not arrived with you, the customer, and 15 working days have passed.

Please note – we do not refund orders that have not arrived by a specific date if you did not upgrade your order to a guaranteed method.

Always order in plenty of time.

DAMAGED / FAULTY GOODS 
We always require any damaged or faulty goods back before we can process a refund. Please take pictures of any damage and email these to us, we can then notify you of next steps. Please note, please inform us on delivery that your item is damaged. Any delay and this may hinder the right to a refund.

This returns policy does not affect your statutory rights.

Any refunds will be made within 15 days from notification to us and in accordance to our terms and conditions.