We offer a 14-day return period from the date you receive your order.
Returned items must be unused, unworn and in their original condition with all original packaging intact. For hygiene reasons, we cannot accept returns of pierced jewellery, such as earrings, once the hygiene seal has been broken.
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.
The customer is fully responsible for:
Customers remain responsible for returned items until they are received by House of Lily. We recommend using a tracked shipping service.
Due to the surprise nature of our Mystery Boxes, individual items cannot be exchanged based on personal preference. Your statutory consumer rights are not affected.
If anything in your Mystery Box arrives damaged, defective or incorrect, please contact us as soon as possible at hello@houseoflily.eu with photos and your order number. We will arrange an appropriate solution.
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.
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.
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 customers generally have the right to cancel an online order within 14 days of delivery. Certain exceptions apply, including sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed. This includes pierced jewellery where the hygiene seal has been broken.
For any questions about your order or our returns policy: hello@houseoflily.eu 🌸
