Our customer service is of paramount importance to us at Lytton & Lily. Your confidence in us and the service we provide is our highest priority. We want you to be completely satisfied with your order. If you are unsatisfied for any reason we will gladly accept your timely return of unworn, unwashed, or defective merchandise for a full refund of the original purchase price.
The Returns Policy applies to good purchased on our website, over the telephone, by fax or post from our mail order catalogue.
If you wish to cancel an order placed with Lytton & Lily please return your order confirmation email to us headed ORDER CANCELLATION; stating your wish to cancel the order. Alternatively, you can phone our Customer Service Team on + 44 (0) 1598 710488 10.00 am – 5.00 pm, Monday to Saturday.
If you your order has already been dispatched then the order cannot be cancelled and please follow the Returns Procedure set out below. Please be aware for reasons of hygiene that certain items are non-returnable. For more information please refer to our online Terms & Conditions.
All Lytton & Lily products are guaranteed. If you are not satisfied for any reason we will gladly provide a refund or exchange for your order. Returns should be made within a reasonable time (usually 28 days) and in original condition, unused (in their original undamaged packaging). *Please see below for exceptions to this policy.
Lytton & Lily will replace/refund your merchandise against manufacturing defects for up to one year.
Unwanted goods may be returned for a refund or exchange. Goods must be returned in their original condition, unused (in their original packaging) within 14 days of cancellation. Please use the Online Returns Form and label provided and attach it to the front of the original packaging. No returns are accepted on NON defective items after thirty calendar days from date of purchase.
If the product returned is not in fully re-saleable condition or the packaging is damaged, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.
Please re-package the goods carefully to prevent damage, enclose the Returns Form and original Despatch Note. If you no longer have the Returns Form you can download our Online Returns Form by clicking here.
Please note that the parcel is your responsibility until it reaches us and we would strongly recommend that you use a secure method of postage, retaining the receipt or proof of postage until you have received a credit for your return. We cannot refund or exchange items that are broken or lost during return transit.
Please quote your last name and transaction ID number in all correspondence with us.
Products we are unable to return or exchange:
Except in relation to faulty or incorrectly supplied goods, where your statutory rights are unaffected, the following items may not be returned:
- Where the product has been used;
- Goods which have been made or ordered to a customer’s specification;
- Food and perishable goods;
- For reasons of hygiene we do not accept the return of: all beauty items including toiletries, cosmetics, personal grooming, fragrances, hair accessories or pierced jewellery.
Although your statutory rights as a consumer remain unaffected, the goods are second hand without the packaging and we may not therefore be able to exchange them. You can take the goods out of the packaging to try them out but do not throw it away. The original packaging is part of the goods so please keep for at least 28 days in case you need to return for any reason.
To download our Online Returns Form click here
Our Returns address is:
Lytton & Lily Vintage Home & Garden
Threshers Cottage, Brayford
EX32 7QS, United Kingdom
Please note that return costs will not be reimbursed. Postage or other return costs will be the consumer’s responsibility and will be reimbursed by Lytton & Lily only in the case of damaged, faulty or incorrectly supplied goods.
We will refund the price of the item to the purchaser or exchange the product once it is received by us. Please allow up to two to three weeks for the processing of your return. We cannot be held liable for credit card interest on the refund amount.
Delivery & Gift Wrap Charges
Delivery and gift wrap charges are non refundable. We will refund your original delivery charge when a product is faulty or damaged, but not when a product is simply unwanted.
Returning or Exchanging Free Delivery Orders
Many of our products feature free delivery. If for any reason you need to return an item that had free delivery, the refund you receive will be for the item price less the standard delivery cost. Standard delivery costs are based on item prices as outlined on our delivery information. The only exception to this policy is if an item received is defective, in which case it will be replaced with no additional delivery fees. If exchanging a free delivery item for a standard delivery product, you will be charged our regular delivery cost applicable to the item.
We have a special Return Policy for items bought during the Christmas Season. For items purchased from 1st November 2011 through December 2011, the return/exchange date is extended out to 31st January 2012. Please note that the Christmas Season Return Policy refers to in-stock items ONLY and all the policies above still apply. Christmas and Seasonal goods including but not limited to wreaths/garlands, sale items, custom items, bedding and personalized items are excluded from the Christmas Season Return Policy.
Unwanted Furniture Purchases
Please check the dimensions of the delivery address for access (including doors, corridors, stairs and corners) and the proposed location before ordering large pieces of furniture to ensure successful delivery, and to confirm that the product is the right size for your needs. Where large products are returned as unwanted, we will make a charge equal to the original delivery fee to cover the collection cost.
None of the above conditions affect your statutory rights when goods are faulty, or not as described. For your rights of cancellation under the Consumer Protection (Distance Selling) Regulations please see our Terms & Conditions.
Please note that all refunds against international orders will be done in Pounds Sterling for the exact amount charged by us in Pounds Sterling less the original delivery charge. Lytton & Lily cannot be held responsible for any changes to exchange rates and consequent loss of currency as a result of any such changes. We would recommend our customers consider this before placing international orders. We ask that all International customers are aware that all international customs duties and sales taxes can not be refunded.
Sale items can be exchanged but are non refundable. For sale items we ask that returns are made within 7 days.
In the event of an exchange, items are subject to product availability and the customer will incur any shipping costs for returning items to be exchanged. We can only exchange an item for a different choice subject to our stock availability. All exchange enquiries can be made by contacting us at email@example.com with EXCHANGE in your subject heading. Exchanged items can only be dispatched after the returned goods have been received and undergone a quality control check. If you would like an exchange our standard delivery charges will apply in the usual way (except where we are replacing damaged or defective goods). Any further returns of exchanged items outside the stated timescales will again be at the customers cost for shipping and refunded only as a Lytton & Lily account credit which may be redeemed against future purchases.
In the unlikely event that your order arrives faulty please advise us in writing by emailing firstname.lastname@example.org as soon as you can, but in any event within 7 days of receipt. Please contact us to obtain a Return Merchandise Number BEFORE you return the goods to us. Goods returned without an RMA number will not be accepted. We will be happy to offer an exchange (subject to availability), or refund provided your return is made within 7 days of receipt. In the case of faulty goods, we will refund the cost of returning the goods by Royal Mail. This does not affect your statutory rights.
How to proceed with your return or exchange
1. Please email us at email@example.com to advise that you would like to make a return or exchange. In your subject heading please state whether you are claiming for a RETURN or EXCHANGE.
2. Follow the instructions which would have come with your invoice and receipt. Return the completed Returns Form. Exchanges are subject to stock availability.
3. Securely wrap and package the item with the completed Return Form to : RETURNS DEPARTMENT, Lytton & Lily Vintage Home & Garden, Threshers Cottage, Brayford, Barnstaple, Devon, EX32 7QS, United Kingdom. We recommend that you send all items insured and/ or registered when sent through the mail as we cannot take responsibility for packages that we do not ship ourselves.
4. Please do not return the goods in person to our retail outlet as immediate exchanges and refunds will not be available.
5. Please quote your unique transaction ID number and the customer name in all communications with us.
For ease use our Returns/Exchange Form click here to download, opens in separate window in Adobe PDF.
Receiving a Refund
Once your package has been returned to us within the above stated timeframe unless otherwise authorized by us, we will begin to process your refund request. Each item will undergo a quality control check and once verified your refund will be processed in the original payment format as your purchase was made as soon as possible but please allow up to 28 days. All undamaged, correctly returned products will be credited to the original purchasers credit card including VAT for all EU country customer excluding shipping charges. You will be notified via email to the address listed on your account when the refund transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from Lytton & Lily. Please allow up to 28 days for postal returns to be processed.
A refund or exchange will not be issued for items which fail to meet our Returns Policy set out above.
Promotions & Gifts
If returning an item that qualified you for a bonus gift, please include the bonus gift with your return. If you choose to keep the bonus gift, your account will be charged for its value.
Promotions & Offers
When returning goods on which you have received a discount or special offer, that discount/offer will no longer apply if you fall below the discount/offer threshold and the refund will be adjusted accordingly.
If someone has sent you a special gift from Lytton & Lily but it wasn’t quite right, then you can return it in exchange for Lytton & Lily account credit. In the event of a gift return, we require that you return the new and unused goods to us with all the original labelling and packaging attached within 7 days (UK), 14 Days (International) of receiving the goods. A Lytton & Lily account credit will allow you to use your credit allowance against future purchases. Please be aware that you will be required to pay any difference in cost and any additional shipping, taxes and import duties.
Returns & Refunds: Online Furniture Orders Only
We hope that you are delighted with your purchase from Lytton & Lily. However, if you would like to return any items or your purchase is unsuitable, we are happy to provide a refund or exchange assuming that the goods are still in their original packaging and in a fully resaleable condition. Please note that you are entitled to cancel this contract no longer than 7 working days after the day on which your order is received.
If you wish to return your furniture order, please email firstname.lastname@example.org or call 01598 710488 immediately.
Delivery fees are non-refundable. For reasons of preference we will arrange to collect this item from you and will apply an appropriate collection charge; at least equal to the original delivery charge but additional charges could be incurred, and this will be debited from the refunded amount. You will be reimbursed to the card with which you paid for the goods once the goods have been received back into our Goods In Department. Returns are processed as soon as possible but please allow up to 28 days for your return to be processed.
A refund of the delivery charge will only be given in the instance of incorrect, damaged or faulty goods. If we find that the product has not been returned to us in fully resaleable condition with original product packaging and instructions, where appropriate, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount.
Self –Assembly Furniture
Please ensure that that you have all the fittings before you throw away the packaging. Replacement fittings can be obtained (subject to availability) and sent to you as long as you tell us that something is missing within seven days of delivery. It is important to read the assembly instructions carefully as we cannot accept the return of items whose assembly instructions were not followed or where damage has been caused by poor assembly. The delivery team are not able to unpack flat-pack items, nor assemble products for you.
We strongly advise you to thoroughly check your goods upon receipt. To protect your interests, any claim concerning short delivery and/or damaged and/or defective goods found on delivery, within seven days of receipt. Damaged or defective goods found at a later date, must be notified as soon as possible our Customer Services Department by email email@example.com or by telephone on + 44 (0) 1598 71048. We do not accept any claims for damage caused by you the customer.
If you would like to discuss the exchange or return of any item, or have any further questions or queries about our Returns Policy then please contact our Customer Services Team on + 44 (0) 1598 710488 or email us at firstname.lastname@example.org.