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, pierced items such as earrings must be returned unopened and in their original sealed packaging — once that hygiene seal is broken, we cannot accept the return for health and hygiene reasons. For all other jewellery (necklaces, bracelets, rings, and similar non-pierced items), you're welcome to examine the item the way you would in a physical shop, but items that have been worn, used, or handled beyond that may receive a reduced refund rather than a full one — see "Handled or Worn Items" below.
How to Start a Return
Contact us at admin@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
Handled or Worn Items
You may examine your item the way you would in a physical shop — for example, trying on a necklace to check the fit or clasp. If an item is used or worn beyond this, we reserve the right to deduct an amount from your refund that reflects the reduction in the item's value, rather than refusing the refund outright. Items that are genuinely unsellable as a result may receive a significantly reduced refund.
Promotional & Sale Items — Final Sale
Lily's 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 admin@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 admin@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 original 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 — including the standard shipping fee you originally paid — 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 admin@houseoflily.eu.
EU Cooling-Off Period
EU customers have the right to cancel an order within 14 days of delivery without giving a reason. For pierced jewellery with a broken hygiene seal, this right does not apply once the seal is broken. For all other items, this right applies as described above under "Handled or Worn Items" — you can still withdraw, but the refund may be reduced if the item was used beyond simply examining it.
For any questions about your order or our returns policy: admin@houseoflily.eu 🌸
