Refund policy

At Lillypad Christmas, every order is prepared with care. Please read our returns policy before placing your order, particularly if you are purchasing personalised clothing.

Personalised and custom-made items

Products made to your individual specifications or personalised with your chosen name or wording cannot normally be cancelled or returned simply because you have changed your mind.

Please check your personalisation details, spelling and selected sizes carefully before ordering.

If you notice a mistake after placing your order, contact us as soon as possible. We will do our best to help, although changes cannot always be accommodated.

This does not affect your statutory rights if an item is faulty, damaged, incorrectly personalised by us or not as described.

Non-personalised items

For products that are not personalised or made to your individual specifications, you normally have 14 days from receiving your order to tell us you wish to cancel.

You then have a further 14 days to return the item.

Please contact us through our Contact page before returning an order so we can provide the appropriate return address.

Customers are responsible for the cost of return postage for change-of-mind returns. We recommend using a tracked service and keeping proof of postage.

Items may be inspected as you would in a shop. We may make a lawful deduction from your refund if excessive handling has reduced their value.

Faulty, damaged or incorrect items

If your order arrives faulty, damaged, incorrectly personalised by us or not as described, please contact us with your order number and details of the problem. Photographs are helpful where available.

We will assess the issue and arrange an appropriate refund, repair or replacement in accordance with your statutory consumer rights. Where a return is required because of our error or faulty goods, we will cover reasonable return postage costs.

UK consumers generally have a right to reject faulty goods within 30 days of delivery. Additional rights to a repair, replacement or refund may apply after that period.

Incorrect sizes or personalisation

Please check the size guide and all personalisation details before purchasing.

For genuinely personalised items, we do not normally accept change-of-mind returns where a customer has selected the wrong size or supplied incorrect personalisation details.

If we have supplied an incorrect size or made a personalisation error compared with your order, please contact us so we can put things right.

Incorrect delivery addresses

Please check your delivery address carefully at checkout.

If an order is returned to us because the address supplied was incorrect or incomplete, we may ask you to pay the additional postage required to resend it.

We will discuss the available options with you and respect any applicable statutory cancellation or refund rights.

Refunds

Where a refund is due following cancellation of a non-personalised order, we will refund the product price and any applicable standard outbound delivery charge.

Refunds will be issued within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier.

Refunds are normally made to the original payment method.

Nothing in this policy affects your statutory consumer rights.