We hope that you are happy with your purchase, however if you have changed your mind we are happy to refund you.
Please let us know if you would like to return all or part of your order. You can do this by emailing us at email@example.com, or using the “Contact Us’’ form on this website. We will respond to your returns request within 24 hours.
To receive a refund, you must inform us that you wish to return your item within 14 days of receipt. You then have a further 14 days to return the item(s) back to us. Items must be returned in the same saleable condition with all tags attached. Items cannot be returned if the tags (where applicable) have been removed. Items must also be returned with their original packaging where applicable. Please include your order confirmation with your return.
When we have received and inspected your returned items, we will send you an email to notify you that your return has been approved (or rejected should the above not be adhered to). Your refund will be processed within 7 working days, with the credit being automatically applied to your original payment method. If you are returning the whole order, you will receive a refund for the original delivery charge (standard delivery charge of £3.95 will be refunded, if you opted for express delivery only the standard delivery charge amount will be refunded).
If you have not received a refund within 14 days of the email confirming the approval of your refund, please ensure that you have checked your bank, and contacted your card provider before contacting Flutterlily.
We offer a free collection service for returns within Harrogate HG1 and HG2 postcodes. We will arrange a suitably convenient day and time to collect your unwanted items. You must adhere to the instructions above for a refund to be issued.
For customers who live outside of the HG1 and HG2 postcodes, you can return your items via Royal Mail or a courier. The cost of returning your items is your responsibility and this will not be refunded to you. Flutterlily will not accept responsibility for any returned items which have been lost in the post, so please ensure that you send your item via a tracked service.
There are certain items which cannot be returned to Flutterlily unless they are faulty or different to the description on the website. Any personalised items cannot be returned unless the personalisation is incorrect.
Any marks and damage to pre-loved items will be explained in the item description. An item cannot be returned as faulty if the issue was stated in the description, but they can be returned as unwanted items following the procedure stated above. If an item has faults which were not explained in the description, please contact us within 24 hours of receiving your order explaining the fault and include photographs if possible. Where possible, and by mutual agreement, we will send a replacement to you at no additional cost. If this is not possible, or you do not wish to receive a replacement, the item will need to be returned within 30 days of receipt. You will be refunded for the faulty item, and also the original delivery charges and reasonable return delivery charges. By reasonable, items must be sent via an economy tracked service which provides adequate level of compensation should the item be lost in the post. Please contact Flutterlily and we can advise on the correct return postal/courier service.
If you are returning items via Royal Mail or courier, please contact us for the return address.
You have the right to cancel your online order with Flutterlily within the 14 days cancellation period. Please contact us via email at firstname.lastname@example.org or use the “Contact Us’’ form on this website should you wish to cancel your order.