Delivery
Upon receiving your order and subject to availability of stock, we will despatch your goods within 24 hours and usually on the same day. In the UK your delivery usually takes 3-5 working days but we suggest allowing up to 7 days. A signature will be required on delivery. If you are not in when our couriers first try to deliver they will take your order back and then attempt to deliver 2 more times on different days.
Delivery Charges and Times
The delivery charge is for your whole order and not per item.
| UK (Includes Northern Ireland, I.O.M., Channel Islands) | Next day delivery for orders received by 3:30pm excluding weekends and bank holidays | £3.95 |
|---|---|---|
| Europe | 8-10 days | £6.00 |
| Rest of World | 10-12 days | £12.00 |
Your credit or debit card will not be charged until the goods leave our warehouse.
Overseas Orders
Customers outside the UK will be liable for any applicable import duty or other local requirement. Please check local requirements before placing an order. All orders on this site will be charged in British Pounds Sterling and will be subject to the exchange rate applied by your credit or debit card company.
Returns Policy
Returns Guarantee
You can return your order for any reason for a full refund or exchange at any time within 14 days of receipt. All we ask is that the item is in its original condition and has not been used, worn, washed or altered and has all its original packaging and all labels intact. In the interests of hygiene we do not offer refunds on pierced jewellery unless of course they are faulty in some way. Briefs/thongs/swimwear etc must be tried on over your own underwear. Where it is apparent that this has not been done we reserve the right to refuse returned items.
We will also refund the delivery charges if you are an EU customer cancelling your purchase within the 7 day cooling off period. These conditions do not affect your statutory rights.
Faulty Items
If we have made an error with your order or sent you faulty items then we will put this right by either replacing the item or offering a full refund including the delivery charges.
In this situation you can return these items by using the returns label and form to:
Lilac Rose
(RETURNS)
69 Regent Street
Leamington Spa
Warwickshire
CV32 5DX
England
Refunding the Delivery Charge (All Countries)
If we have made a mistake on an item sent to you or it is faulty, damaged, of unsatisfactory quality or unfit for purpose, we will refund the delivery charges you have paid to receive that item unless it was sent to you with other items which you are not returning.
How to Return or Exchange
These details will also be sent with your order
- Use the Returns form stating whether you would like a refund or an exchange
- Attach the label provided to the parcel. If you no longer have this then please send the parcel to: Lilac Rose, (RETURNS), 69 Regent Street, Leamington Spa, Warwickshire, CV32 5DX
- It is recommended that you send returns by recorded post and retain proof of postage. Goods are returned to Lilac Rose at your own expense. Please ensure you have insurance cover as Lilac Rose cannot accept liability for goods lost or damaged in transport.
- We will write to confirm your return has been processed. You will receive your refund credit or exchange order (when in stock) within 28 days after you post the goods back to us.
- Where goods are purchased as presents then any refund can only be given to the original payer.
Legal Statement on Returns
Returning any item within 14 days will be taken as notice of cancellation of your order (or relevant part of your order). Goods are provided to you on approval and legal title to the goods will not pass to you until the 14 day post-delivery period has expired. On receipt of the returned goods, Lilac Rose will give you a full refund of the amount paid for the goods (but not the postage) or an exchange credit as required. You must, however, return the goods to Lilac Rose on cancellation in order to receive a full refund or exchange. When returning goods on which you have received a discount/offer, that discount/offer will no longer apply if you fall below the discount/offer threshold and the refund will be adjusted accordingly.
