House of Lily — Returns & Refunds
14 Day Returns
We offer a 14-day return period from the date you receive your order.
Because our products are jewellery, we only accept returns on items that are completely unopened and unused in their original sealed packaging. Once the seal is broken or the jewellery has been worn or handled, we cannot accept the return for hygiene reasons.
How to Start a Return
Contact us at hello@houseoflily.eu within 14 days of receiving your order. Please include your order number and reason for return. Do not send anything back without contacting us first — unapproved returns will not be accepted.
Your Responsibilities
The customer is fully responsible for:
We recommend using a tracked shipping service. House of Lily cannot be held responsible for items lost or damaged in return transit.
Items We Cannot Accept Returns On
Promotional & Sale Items — Final Sale
Lily's Launch Mystery Box and all promotional and sale items are final sale and non-returnable.
Because Mystery Boxes are a curated surprise at a heavily discounted price, we cannot accept returns, exchanges or issue refunds on these items unless the contents arrive damaged or defective.
If your Mystery Box arrives damaged or defective, contact us within 48 hours of delivery at hello@houseoflily.eu with photos and we will resolve it for you.
Damaged or Incorrect Items
If any standard order item arrives damaged, defective or incorrect, contact us immediately at hello@houseoflily.eu with photos of the issue and your order number. We will make it right.
Exchanges
We do not offer direct exchanges. If you would like a different item, please return the unopened product and place a new order once your return has been approved.
Refunds
Once we receive and inspect your returned item we will notify you of approval or rejection within 5 business days. If approved, your refund will be issued to your original payment method within 10 business days.
If more than 15 business days have passed since your refund was approved please contact us at hello@houseoflily.eu
EU Cooling-Off Period
EU customers have the right to cancel an order within 14 days of delivery. Once packaging has been opened this right no longer applies due to hygiene regulations for jewellery and sealed goods.
For any questions about your order or our returns policy: hello@houseoflily.eu 🌸
