Refund policy
Returns
We hope you love your Flutterlily purchase, but if it isn’t quite right, you can request a return within 14 days of receiving your order.
To be eligible for a return, the item must be returned in the same condition in which it was received. It must not have been worn beyond what is reasonably necessary to inspect or try it on, washed, altered or damaged after delivery.
As many of our items are preloved, they may show minor signs of previous use. We carefully describe the condition of each item and highlight any noticeable flaws or imperfections in the product listing.
To request a return, please contact us at flutterlily@hotmail.co.uk before sending your item back. We will provide you with return instructions and the return address.
Unless an item is faulty, damaged or not as described, the customer is responsible for the cost of returning it.
Faulty, damaged or incorrect items
Please check your order when it arrives and contact us as soon as possible if your item is damaged, faulty, not as described, or if you have received the wrong item.
Where appropriate, we will arrange a refund, replacement or other remedy in accordance with your statutory rights.
Any faults, marks or signs of wear that were clearly described or shown in the product listing before purchase will not be considered a fault with the item.
Non-returnable items
Certain items may not be eligible for return where an exception to the statutory right to cancel applies, including personalised or custom-made items and certain sealed goods where a return would not be suitable for health or hygiene reasons once the seal has been broken.
Please contact us at flutterlily@hotmail.co.uk if you are unsure whether an item can be returned.
Gift cards cannot normally be returned or exchanged for cash except where required by law.
Sale items
Sale and reduced-price items can be returned in accordance with this returns policy. Your statutory rights are not affected.
Exchanges
As many Flutterlily pieces are preloved and one of a kind, we may not have another identical item available to exchange.
If you would like something different, the easiest option is to return your original item and place a new order for your preferred item.
UK cancellation rights
When shopping online, UK customers have statutory cancellation rights under consumer law.
You have 14 days from receiving your order to tell us that you wish to cancel or return it. Once you have notified us, you then have a further 14 days to return the item to us.
Nothing in this policy affects your statutory rights.
Refunds
We will let you know once we have received and inspected your return.
Once your refund has been approved, it will be issued to your original payment method. Please allow time for your bank or payment provider to process the refund.
Where required by law, we will also refund the standard delivery charge you paid when placing your order. Additional charges for an enhanced or express delivery service are not normally refundable beyond the cost of standard delivery.
If you have any questions about a return or refund, please contact flutterlily@hotmail.co.uk.