Returns & Refunds Policy

Last updated: 16 September 2026

This policy contains two separate protections:

1.the statutory right to cancel an eligible online order, normally within 14 days after delivery; and

2.Lilla’s additional commercial return window, which allows eligible change-of-mind return requests up to 30 days after delivery.

Nothing in this policy excludes or restricts mandatory consumer rights.

Summary

You may notify us that you are cancelling an eligible order within 14 days after delivery and then send it back within the following 14 days. You do not need to provide a reason. For ordinary change-of-mind returns, you pay the direct cost of tracked international return shipping.

Lilla also accepts eligible commercial return requests made from day 15 through day 30 after delivery, subject to the stricter condition requirements below. Return authorisation is used to provide the correct international return address and match the parcel to your order.

We do not provide free change-of-mind return labels and we do not process direct exchanges. A replacement, repair or refund for faulty, damaged, misdescribed or incorrect goods is handled separately and without charging the customer the necessary return cost.

1. Stopping or changing an order before dispatch

Email support@wearlilla.com as soon as possible with your order number and CANCEL or CHANGE in the subject line. We will try to stop or amend requests received within five minutes, but automated processing means this cannot be guaranteed.

If the order cannot be intercepted, this does not prevent you from exercising an applicable statutory cancellation right. You may provide a clear cancellation statement before or after delivery. If the parcel is already in transit, we may ask you to accept it and use the approved return route so that it can be traced.

2. Statutory cancellation right

For most goods bought online, you may cancel without giving a reason. The cancellation period normally ends 14 days after the day on which you, or a person nominated by you other than the carrier, takes physical possession of the goods. If one order is delivered in separate parcels on different days, the period normally runs from receipt of the last parcel.

To cancel, email support@wearlilla.com or send another clear statement identifying the order and your decision. You may use the optional model cancellation form included below, but its use is not compulsory.

After notifying us, you must send the eligible goods back within 14 days. We will provide the approved international return instructions and address. Your cancellation is not invalid merely because you did not use our preferred wording or give a reason.

3. Additional 30-day commercial return

If the statutory notification period has ended, Lilla offers an additional change-of-mind return option for eligible goods where the request is made no later than 30 days after delivery.

This additional option is conditional. The item must be unworn, unwashed, unaltered and undamaged. All tags, labels, hygiene seals and original product packaging must remain attached or included. The item must be suitable for resale as new.

The additional commercial return does not cover goods excluded in section 9. It does not extend statutory rights relating to faulty, damaged, misdescribed or incorrect goods.

4. Condition and permitted inspection

During the statutory cancellation period, you may inspect an item as you reasonably could in a shop. For clothing, trying it on briefly indoors is acceptable. Wearing it for normal use is not.

Please avoid make-up, deodorant, perfume, pet hair, stains, smoke, odours or other contamination. Shoes should be tried indoors on a clean surface and returned in their undamaged product box, placed inside protective shipping packaging.

If handling goes beyond what is necessary to establish the nature, characteristics and functioning of an item, we may deduct the item’s proven reduction in value from the refund where permitted by law. We do not charge an automatic restocking fee.

For the additional commercial return from day 15 through day 30, goods that do not satisfy section 3 may be declined unless another legal right applies.

5. Change-of-mind return shipping

Change-of-mind returns must be sent to the international return facility specified in the return instructions. The return facility may be located outside the United Kingdom. The correct address is supplied after the return is registered so that the parcel can be routed and matched to the order.

You are responsible for arranging and paying the direct cost of tracked international return shipping for statutory cancellations and voluntary change-of-mind returns, unless the item is faulty, damaged, misdescribed or incorrect. We do not provide a prepaid change-of-mind return label and do not reimburse that postage.

The return cost depends on the parcel’s size and weight and on the carrier and service selected by the customer. International tracked postage can be more expensive than domestic postage. Customers who consider return cost important should review available international tracked rates before purchasing.

Use a tracked service and retain the receipt. Send us the tracking number. Complete customs documents truthfully, identify the parcel as returned merchandise where appropriate and follow the carrier’s instructions. Do not declare a false description or value.

You remain responsible for the return until it is delivered, except where mandatory law places the risk elsewhere. We are not responsible for a change-of-mind return lost because an untracked or incorrectly addressed service was used.

6. Starting a return

Email support@wearlilla.com within the relevant period. Include your order number and the item you wish to return. A reason is optional when exercising the statutory cancellation right, although feedback helps us improve.

We normally reply within one business day with a return reference, the correct international return address and packing instructions. Authorisation is an administrative routing step and is not used to defeat a valid statutory cancellation.

Pack the approved item securely and include the order number. Send it within 14 days after notifying us of a statutory cancellation, or within 14 days after receiving approval for an additional commercial return. Email the tracking number after dispatch.

Do not send a return to the address on the outbound shipping label, to our business correspondence address or to an unapproved warehouse. Contact us if a parcel has already been sent elsewhere so that we can attempt to locate it.

7. Faulty, damaged, misdescribed or incorrect goods

Goods must be of satisfactory quality, fit for purpose and as described. If you receive an item that does not meet these requirements, contact us promptly with your order number and a description of the issue.

Photographs of the whole item, the issue, the size or care label and the packaging help us assess the claim quickly. A short video may help for zips, buttons or fastenings. We may request reasonable evidence, but failure to report within three days or inability to provide a photograph does not automatically remove a statutory right.

Where the UK short-term right to reject applies, it normally lasts 30 days and may entitle the customer to a refund. After that period, repair or replacement may be the initial remedy where required by law, followed where applicable by a price reduction or final right to reject. We will not charge the necessary return cost for a confirmed faulty, damaged, misdescribed or incorrect item.

We may offer the fastest suitable remedy, but we will not restrict a remedy that the customer is legally entitled to choose. Nothing in this section affects rights that may continue for longer periods under applicable law.

8. Characteristics that may not be faults

The following will not normally indicate a fault where the characteristic is minor, does not affect use or durability, and is consistent with the product description and photographs:

•removable loose thread ends;

•slight stitching or dye-lot variations within normal production tolerance;

•distressing, raw edges or washed effects clearly shown as part of the design;

•small measurement variations expressly disclosed on the product page and size chart;

•reasonable colour variation caused by screen calibration or photography;

•temporary creasing from packaging; and

•minor damage to outer transit packaging where the product is unaffected.

An item not fitting, not suiting personal taste or appearing different on the customer than on a model is normally a change-of-mind matter if the supplied item matches its accurate description and size chart. This section does not convert poor workmanship, damage, a material discrepancy or an inaccurate description into an acceptable product.

Damage caused after delivery by misuse, normal wear, failure to follow care instructions, alteration, unauthorised repair, pets or accidents is not a manufacturing fault.

9. Items excluded from change-of-mind returns

The following are excluded only where the legal conditions for exclusion are met:

•goods made to the customer’s specifications or clearly personalised;

•sealed goods that are not suitable for return for health or hygiene reasons once unsealed, including applicable underwear, lingerie, swimwear, hosiery, earrings or cosmetics; and

•gift cards or other items for which the law provides a valid cancellation exception.

A hygiene-sensitive item is not automatically excluded merely because it belongs to a listed category. The exclusion applies where it was supplied sealed and the seal was broken after delivery. Faulty, damaged, misdescribed or incorrect goods remain subject to statutory rights.

10. Exchanges

We do not process direct exchanges. To obtain a different size or colour, return the eligible original item under this policy and place a new order. Stock cannot be reserved while a return is in transit.

11. Refunds

For a valid statutory cancellation, we will refund the product payment and the cost of the least expensive standard outbound delivery offered, if the customer paid such a charge. We do not refund the additional cost of an upgraded delivery method.

We may withhold the refund until we receive the returned goods or the customer supplies acceptable evidence of having sent them, whichever occurs first. The refund will be made without undue delay and no later than 14 days after that event.

Refunds are made to the original payment method unless the customer expressly agrees otherwise. We do not charge a refund fee. A bank or card issuer may take additional time to display the credit.

For an additional commercial return made after the statutory notification period, the refund covers the amount actually paid for the accepted item. Any promotional discount is allocated proportionately. Original premium delivery charges and customer-paid return postage are not refunded unless mandatory law requires otherwise.

Where permitted, a deduction may be made for a proven reduction in value caused by handling beyond what was necessary to inspect the item. No automatic or fixed restocking fee applies.

12. Abuse and fraud prevention

We may investigate objectively suspicious activity, including substitution of items, falsified evidence, chargeback abuse or returns of goods that were not purchased from Lilla. We may refuse a fraudulent claim and decline future orders where reasonably justified.

Frequent use of a lawful cancellation or return right, by itself, does not remove that right in relation to an existing eligible order.