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Returns & Exchange Policy

Ordering, Return, Exchange and Refund policy

Your order confirmation from us does not signify our acceptance of your order. We reserve the right to accept or decline your order at any time after receipt of your order for any reason. If your credit/debit card has already been charged for the purchase and your order is cancelled, we shall immediately issue a credit to the credit/debit card used in the order for the amount charged. Certain orders placed must obtain our pre-approval with an acceptable method of payment, as established by our sales department. We may require additional verifications or information before processing and shipping any orders, which in turn may delay your order.

All goods must be inspected as to satisfactory quality and any shortages or damage in transit (packaging showing signs of damage in transit must be signed ‘box damaged’) along with any defects must be reported initially by telephone to lilycuddles within 48 hours of receipt and then by durable medium, e-mail returns@lilycuddles.co.uk. Any claim for damage after this period will not be accepted.  If your purchase is found to be damaged or defective upon receipt we will arrange collection, replacement or a full refund.

*Items beings returned for other reasons other than damage or fault will need to be returned in a pristine or unused conditon, and in its original packaging.

Hassle-Free Return Policy

N.B. For Christmas 2018, items purchased between up until 25 December can be returned up until 31 January 2019, subject to all other terms and conditions of our Returns Policy.

We are happy to refund or exchange any product* returned within 30 days of purchase (excluding delivery charges), as long as it is returned in its original state, unused and in original packaging. Proof of purchase is required.

*Exclusions - toiletries, and personal products such as breast pads and nappies, briefs and products that have been personalised, software, DVD's, food (including formula milk), TENS machines, gift vouchers, gift cards and opened mattresses, If any products are returned that were part of a multi-buy promotion then all items must be returned.

*This does not affect your rights if the product is faulty or misdescribed.

How to Request a Return

You must also notify us in writing or via telephone within 30 days of receipt . To request a return, email us at returns@lilycuddles.co.uk or call us on 0333 014 5808; please make sure to provide your name, order number, the product description and the reason for return.

Once your return is authorised we will provide you with an email including all of the information you need to get your return back to us.

Please note:

We do not accept returns without a Returns Identification Number. Please follow the steps above to obtain a RIN before sending us your item(s). We cannot accept responsibility for Returns until they arrive safely in our warehouse.  We recommend the item is insured if returning yourself.  Upon return and inspection you will receive a full credit.  Please note you have a statutory duty to take care of goods that are returned to us we therefore recommend they are carefully packed to avoid any damage in transit.  Please use clear tape when securing, do not use ‘gaffer tape’ as this cannot be cleanly removed.  If a collection is scheduled and you are not at home as arranged you will be charged £12.95 for the aborted collection.  It is recommended that the original packaging be retained in case you need to return the product for service in the unlikely event a fault develops.  This does not affect your statutory rights.

It may take up to 14 days from receipt in our warehouse for each individual return to be processed. We will only refund the reasonable cost of transit/postage (up to £5.99) where the return was due to an error on our part.

Replacement

Once replacement has taken place, we will endeavour to deliver your product back to you. If delivery is unsuccessful and returned to us, we will hold this product for 3 months from date of return. After this period, the item may be destroyed.

Tutti Bambini Furnitures*

You can request to return an item within 30 days of delivery providing the item is in its original packaging and in pristine condition, by emailing returns@lilycuddles.co.uk.
The following charges will apply dependant on the original delivery method:

  • Flat pack deliveries - £25.00
  • Two man deliveries - £50.00
  • Assembled room sets - £150.00

*This does not affect your statutory right.