House of Lily — Returns & Refunds

14-Day Right of Withdrawal (Cooling-Off Period)

Under EU distance selling regulations, you have the right to withdraw from your purchase without giving any reason within 14 calendar days from the day you (or a designated third party) take physical possession of your order.

Returned items must be unused, unworn, and in their original condition with all original packaging intact.

How to Initiate a Return or Exercise Withdrawal

You can notify us of your intent to return an item or withdraw from your contract in either of the following ways:

Upon receiving your withdrawal request, we will issue a timestamped confirmation email. Once notified, you have 14 calendar days to send the items back to us.

Exceptions & Hygiene Restrictions

In accordance with EU statutory exemptions, the right of withdrawal does not apply to:

  • Pierced Jewellery: For health protection and hygiene reasons, earrings and pierced jewellery cannot be returned once the protective hygiene seal has been broken or unsealed.
  • Worn or Damaged Goods: Items that have been worn, altered, or returned without original packaging.
  • Gift Cards.

Mystery Boxes: Due to the surprise nature of Mystery Boxes, individual contents cannot be exchanged or returned based on personal style preference. However, your statutory rights remain fully unaffected — if any item arrives damaged, defective, or incorrect, we will replace or refund it.

Customer Responsibilities & Return Shipping

Unless an item is faulty or delivered in error:

  • The customer is responsible for paying direct return shipping costs.
  • You are responsible for ensuring the returned item is packaged safely to prevent transit damage.
  • We strongly recommend using a tracked shipping service, as items remain your responsibility until received by House of Lily.

Refunds & Original Shipping Costs

When you validly exercise your statutory 14-day right of withdrawal for an entire order:

  • What is refunded: We will refund the full purchase price of the items, plus the standard outbound shipping fee paid when placing the order. (If you opted for express shipping, only the standard rate will be reimbursed.)
  • Timing: Refunds will be processed within 14 calendar days of receiving your returned package or receiving proof of return postage.
  • Payment Method: All refunds are issued to the original payment method used at checkout.

Damaged, Defective, or Incorrect Items

Under EU and Irish consumer law, products sold come with a minimum 2-year statutory legal guarantee.

If any item arrives damaged, defective, or does not match your order, please contact us immediately at hello@houseoflily.eu with photos of the issue and your order number. We will arrange a repair, replacement, or full refund at no additional cost to you, including covering return shipping expenses.

Exchanges

We do not offer direct item exchanges. If you require a different size or style, please submit a return for your original item and place a new order online.

Questions about your return?

Contact us anytime at hello@houseoflily.eu 🌸