returns policy

Gift vouchers are non-refundable and cannot be exchanged for cash.

We do not offer exchanges.

You have 14 days from receipt of your order to return an item.

Return shipping costs are at your own expense, unless otherwise agreed in writing. We recommend using a trackable courier, as Lilly & Lou cannot be held responsible for items lost in transit.

All products must be returned in their original condition, unused and undamaged, and in original packaging where applicable.

We reserve the right to refuse a refund if items are not returned in a saleable condition or show signs of use, damage, or handling beyond what is reasonably necessary to inspect the product.

If your order arrives faulty or damaged, please notify us within 48 hours of delivery, including clear photographs of the issue.

In line with the South African Consumer Protection Act, faulty goods may be repaired, replaced, or refunded at Lilly & Lou’s discretion, subject to inspection and stock availability. Remedies will only be processed once the returned item has been received and assessed.

While every effort is made to package orders securely, minor packaging damage caused during transit does not automatically qualify for a refund if the product itself is unaffected.

Custom, personalised, or made-to-order items are non-refundable unless faulty.

Sale or discounted items are non-refundable.

If an order is purchased as a gift, the original purchaser remains responsible for all return arrangements and communication.

Once a return has been received and inspected, approved refunds will be processed within 7 working days and issued via the original payment method. Original shipping fees are non-refundable.