Refund Policy
Refund Policy
We want you to love everything you order from Lucas & Lilli but if something’s not quite right, we’re here to help!
30-Day Return Promise
You have 30 days from the day you receive your parcel to request a return no galloping rush, but don’t wait too long!
To be eligible:
Your item must be unworn or unused, with tags and original packaging.
Please keep your email receipt or proof of purchase handy.
To start a return, simply email us at info@lucasandlilli.com.
Once approved, it's over to you just trot it over to the post, and we’ll refund your postage when the return arrives safely back in our stables.
Questions or Concerns?
We’re always happy to help. Reach out anytime at info@lucasandlilli.com. We’re just a hoofbeat away!
Damages or Wrong Items?
Oh no! If something arrives damaged, defective or just not what you ordered, email us straight away so we can make it right. We want every unboxing to feel like opening a ribbon at the finish line.
Exchanges
Need a different size or colour? The quickest way is to return the item and place a new order once the return is approved. Easy-peasy!
EU 14-Day Cooling-Off Period
If your order is headed to the European Union, you have 14 days to return it for any reason no questions asked. Just make sure it's still in new condition, with tags and packaging intact.
Refunds
Once we receive and inspect your return, we’ll let you know if the refund is approved.
If it is, you’ll be automatically refunded to your original payment method within 10 business days.
Please note: Your bank or card provider may need a little extra time to process the refund.
If it’s been more than 15 business days since approval and you still haven’t seen the refund, trot on over to your inbox and email us at info@lucasandlilli.com.
We want you to love everything you order from Lucas & Lilli but if something’s not quite right, we’re here to help!
30-Day Return Promise
You have 30 days from the day you receive your parcel to request a return no galloping rush, but don’t wait too long!
To be eligible:
Your item must be unworn or unused, with tags and original packaging.
Please keep your email receipt or proof of purchase handy.
To start a return, simply email us at info@lucasandlilli.com.
Once approved, it's over to you just trot it over to the post, and we’ll refund your postage when the return arrives safely back in our stables.
Questions or Concerns?
We’re always happy to help. Reach out anytime at info@lucasandlilli.com. We’re just a hoofbeat away!
Damages or Wrong Items?
Oh no! If something arrives damaged, defective or just not what you ordered, email us straight away so we can make it right. We want every unboxing to feel like opening a ribbon at the finish line.
Exchanges
Need a different size or colour? The quickest way is to return the item and place a new order once the return is approved. Easy-peasy!
EU 14-Day Cooling-Off Period
If your order is headed to the European Union, you have 14 days to return it for any reason no questions asked. Just make sure it's still in new condition, with tags and packaging intact.
Refunds
Once we receive and inspect your return, we’ll let you know if the refund is approved.
If it is, you’ll be automatically refunded to your original payment method within 10 business days.
Please note: Your bank or card provider may need a little extra time to process the refund.
If it’s been more than 15 business days since approval and you still haven’t seen the refund, trot on over to your inbox and email us at info@lucasandlilli.com.