Refund Policy

Last updated: August 4, 2026

We offer a total return period of 30 days from the day you receive your order. This is made up of:

14 days — no reason required. You may return your order within the first 14 days without giving us any explanation.
16 additional days — extended return period offered by Lily Wellington. From day 15 to day 30 the conditions set out below apply.

This 30-day return period is offered voluntarily by Lily Wellington for change-of-mind returns. It is separate from, and in addition to, your rights under the Consumer Guarantees Act 1993 when something is wrong with the goods. Those rights are explained further down this page and cannot be taken away by anything written here.

Seller and company information

Seller: USEEMALL LTD
Trading as: Lily Wellington
Registered in England and Wales, company number 13324887
Registered office: Flat 4, 4 Conyngham Road, Manchester, M14 5SA, England
Email: support@lily-wellington.com
Website: https://lily-wellington.com

Return address: we operate through more than one fulfilment location, so the correct return address depends on the item and on where your order was dispatched from. We send you the exact return address by email as soon as you tell us you want to return something. Please do not return an item to the address printed on the shipping label, and note that the registered office above does not receive returns.

How to request a return

Send an email to support@lily-wellington.com with the subject line:

Return – Order #[your order number]

Please tell us:

your full name;
your order number;
which item or items you wish to return; and
whether you are returning within the first 14 days, using the extended return period, or reporting a fault.

You do not need to give us a reason when you return within the first 14 days. If the item is damaged, faulty or incorrect, a clear photo lets us act on it immediately without a second round of emails.

We will reply with practical return instructions and the correct return address. Contacting us first is not a request for permission — it is enough that you send us a clear message before the deadline expires. We simply cannot process a return we have not been told about.

We recommend sending your return with a tracked service so that you can prove the parcel was sent. Without tracking we cannot help trace a parcel that goes missing on its way back to us.

First 14 days — no reason required

Within 14 days of the day you, or a person you designated, received the item, you may return it without giving any reason.

After you have told us you are returning the order, the item should be sent back without undue delay and no later than 14 days after that message.

You may inspect and handle the item in the same way you would in a physical shop. If an item has been handled more than is necessary to establish its nature, characteristics and function, we may deduct a documented reduction in its value from your refund.

Missing original packaging or removed tags therefore do not automatically cancel your return within the first 14 days, but they can affect the value of the item and the amount refunded.

Extended return period — days 15 to 30

For returns reported after the first 14 days but within 30 days of delivery, our extended return period applies.

For a return under this extended period to be accepted, the item must:

be unused, unwashed and free of any signs of use;
have its original tags, accessories and components included;
be free of stains, odours, perfume and damage caused after delivery; and
be returned in its original packaging where this is reasonably possible.

Under the extended return period we refund the price of the item. Any original shipping charges you paid are not refunded.

Exceptions

Our voluntary change-of-mind return does not apply to:

items made to your specifications or clearly personalised; and
sealed items which are not suitable for return for health protection or hygiene reasons, where the seal has been broken after delivery.

A hygiene exception applies only where the nature of the product and a broken seal genuinely justify it.

These exceptions apply to change-of-mind returns only. They do not affect your rights under the Consumer Guarantees Act 1993 if the goods are faulty, do not match their description, or are not of acceptable quality.

Sale and promotional items are covered by our 30-day return in exactly the same way as items bought at full price, and are equally covered by the Consumer Guarantees Act.

Return shipping costs

Who pays for return shipping depends on the reason for the return:

Change of mind — whether within the first 14 days or under the extended return period, the return shipping cost is paid by you and is not refunded. This is stated here before you buy so that you can take it into account.
Damaged, faulty or incorrect items — we cover all return shipping costs, and our team explains exactly how this works when we approve your request. In some cases you will not need to return the item at all.

Parcels sent cash on delivery, or which create charges for us that were not agreed in advance, may be refused.

Refunds and currency

All prices on this store are shown and charged in US dollars (USD), and refunds are issued in USD. If your card or bank account is held in another currency, the amount you receive back can differ slightly from the amount you originally paid because of exchange rate movements or your bank's foreign transaction fees. Those bank charges are outside our control and are not refunded by us.

When you return within the first 14 days we refund all payments we received from you, including the cost of our cheapest standard delivery option.

The following amounts are not refunded:

original shipping costs, where these were charged;
the Priority & Insured Shipping upgrade (USD 5.95), because that service is provided at the time of dispatch; and
return shipping costs paid by you on a change-of-mind return.

We issue the refund without undue delay and no later than 14 days after we received your message that you are returning the order. We may withhold the refund until we have received the item back, or until you have shown that it has been sent back.

Refunds are made using the same payment method you used for the purchase, unless something else has been expressly agreed. You are never charged a restocking or refund fee.

Under the extended return period, the refund is processed after the item has been received and checked, normally within 14 business days.

After we process the refund, your bank or card issuer may take a further 5 to 10 business days for the money to appear in your account. That part of the process is controlled by your financial institution. If more than 10 business days have passed since we confirmed your refund and you still cannot see it, please check with your bank first, then get in touch with us and we will follow it up.

Your rights under the Consumer Guarantees Act 1993

If you are a consumer in New Zealand, the goods we supply come with guarantees that cannot be excluded, restricted or modified by anything in this policy. Under the Consumer Guarantees Act 1993, goods must:

be of acceptable quality — fit for their ordinary purposes, acceptable in appearance and finish, free from minor defects, safe and durable;
match their description, and any sample or model shown to you; and
be reasonably fit for any particular purpose you told us about before buying.

If goods fail to meet one of these guarantees:

where the failure can be put right, you may require us to remedy it within a reasonable time. If we fail or refuse to do so, you may have the failure remedied elsewhere and recover the reasonable cost from us, or reject the goods;
where the failure is of a substantial character, or cannot be remedied, you may reject the goods and choose either a refund or a replacement of the same type and similar value, or instead keep the goods and claim compensation for the reduction in their value; and
in either case you may also claim compensation for any other reasonably foreseeable loss or damage resulting from the failure.

The acceptable quality guarantee applies for a period that is reasonable given the type of goods, their price and what was said about them — it is not limited to our 30-day return window. A right to reject must be exercised within a reasonable time.

We also comply with the Fair Trading Act 1986, which prohibits misleading and deceptive conduct and false representations about goods, prices and delivery.

Nothing in this policy limits these rights. If you disagree with how we have handled a claim, you can contact Consumer Protection at consumerprotection.govt.nz, or take the matter to the Disputes Tribunal.

Damaged, faulty or incorrectly delivered goods

Please check your order as soon as you reasonably can after delivery. If an item is damaged, faulty or does not match what you ordered, contact us at support@lily-wellington.com with your order number, a clear photo of the problem and, where the parcel itself was damaged in transit, a photo of the outer packaging.

Once we have reviewed it, we arrange either a free replacement or a full refund, whichever you prefer, and we cover the cost of any return shipping required. You will never be out of pocket.

Telling us within 48 hours helps us investigate damage that happened in transit, because carriers apply their own short deadlines for damage claims. It is not a condition of your rights — a fault reported later is still handled under the Consumer Guarantees Act.

Exchanges

We do not currently offer direct exchanges for change-of-mind returns. The fastest way to get the item you want is to return the original order for a refund and place a new order, so that your new item is dispatched straight away instead of waiting for the return to arrive. Where goods are faulty, a replacement may be available as a remedy under the Consumer Guarantees Act.

Order cancellations

Orders are sent to fulfilment automatically and very quickly, so a cancellation can normally only be actioned within 1 hour of ordering. Email us as soon as possible with your order number in the subject line so that we can act on it immediately. After that point we may not be able to stop the parcel, but you are still covered by the 30-day return period once it arrives.

Shipping

We offer free standard tracked shipping on all orders, with no minimum purchase, unless something else is clearly stated before you buy. Full details are in our Shipping Policy.

Customer service

You can contact us at support@lily-wellington.com at any time. We normally reply within 24 hours on business days.

Monday to Friday: 09:00 – 17:00 (NZST)
Saturday and Sunday: 10:00 – 17:00 (NZST)

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