Refund policy
Beautiful things, bought with confidence.
We hope you absolutely love everything you purchase from Mad Lilies. Every item in our collection is carefully chosen, and we want you to be just as delighted with your purchase as we are.
But sometimes things aren't quite right, and that's absolutely fine.
Whether you've changed your mind, received a gift that isn't quite you, or something has arrived less than perfect, we're here to help.
Changed Your Mind? No Problem.
For eligible gifts, homewares and accessories purchased online, we offer a 28-day returns policy from the date your order arrives.
Simply contact us within 28 days of receiving your order to let us know you'd like to arrange a return.
We ask that items are returned unused, in a resaleable condition and, wherever possible, with their original packaging and labels.
Our extended returns policy is in addition to your statutory rights. For most online purchases, you have a legal right to cancel within 14 days of receiving your order, followed by a further 14 days to return your items.
How to Return an Item
Returning something is simple.
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Email us at lily@madlilies.co.uk with your order number and the item you'd like to return.
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We'll help you with the next steps.
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Carefully package your item and return it to our Banstead shop.
Our returns address:
Mad Lilies
127 High Street
Banstead
Surrey
SM7 2NS
You're also welcome to bring eligible returns into our Banstead shop.
For change-of-mind returns, return postage is your responsibility. We recommend using a tracked service, particularly for fragile or higher-value items.
Refunds
Once your return arrives, we'll check everything over and arrange your refund.
Refunds are made to your original payment method, normally within 14 days of receiving your returned item or evidence that you've sent it back, where statutory cancellation rights apply.
Your bank or payment provider may take a little longer to show the refund in your account.
Where you cancel an eligible online order within the statutory cancellation period, we'll also refund the applicable standard outward delivery charge.
Something Arrived Damaged or Not Quite Right?
We're so sorry if something hasn't arrived as it should.
Please contact us as soon as you can, ideally with your order number and a photograph of the issue, so we can help put things right.
Depending on the circumstances and your statutory rights, we'll arrange an appropriate refund, replacement or repair.
If we've sent you the wrong item or something is faulty, we won't expect you to cover reasonable return postage costs.
Fresh Flowers & Living Plants
Fresh flowers and plants need a little extra care, and their natural, perishable nature means they aren't covered by our standard change-of-mind returns policy where the legal exemption applies.
If your flowers or plants arrive damaged, in poor condition or aren't as expected, please get in touch as soon as possible, ideally within 48 hours of delivery.
Photographs are always helpful, allowing our team to understand the issue and resolve it quickly.
We'll assess the circumstances and work with you to find a fair solution, in line with your consumer rights.
Personalised & Bespoke Orders
Items made or personalised specifically for you, including bespoke floral designs where applicable, may not be eligible for change-of-mind returns.
This doesn't affect your rights if something is faulty, damaged or not as described.
Sale Items
We want you to love a bargain just as much as a full-priced find.
Sale items purchased online remain covered by applicable statutory cancellation and consumer rights.
For any additional goodwill returns outside those rights, please contact our team to discuss your options.
Gifts & Exchanges
Received something lovely, but it's not quite right for you?
We'd be happy to help with an eligible gift return or exchange within our 28-day returns period.
Where a gift was purchased by someone else, we can discuss an exchange or store credit, subject to proof of purchase and the item's eligibility.
Refunds are normally made to the original purchaser's payment method.
Shopping In Store
For purchases made in our Banstead shop, we're happy to discuss returns or exchanges of eligible unused items within 28 days, with proof of purchase.
Your statutory rights always apply to faulty or misdescribed goods.
Need a Little Help?
We're a small, independent team, and there's always a real person at the other end of the phone.
If you have any questions about your order or a return, please get in touch.
Email: lily@madlilies.co.uk
Telephone: 01737 356404
Or pop into our shop at 127 High Street, Banstead.
We're always happy to help.
Nothing in this policy affects your statutory consumer rights.