Returns and Refunds Policy

Made With Care. Chosen With Confidence.

At Lily & Rosa, many of our pieces are made to order, allowing us to create thoughtfully designed products while avoiding unnecessary production and waste.

Because your order is produced specifically for you, we do not generally accept returns simply because you have changed your mind, selected the wrong size, or no longer wish to keep an item.

However, your satisfaction is important to us. If your order arrives with a genuine production, printing, sizing, fulfilment or delivery issue, we are here to help.

When We Can Offer a Replacement or Refund

We will arrange a replacement or full refund when an item has a confirmed issue such as:

Wrong Item

You received a different product or garment from the one you ordered.

Incorrect Garment

You received the wrong garment type or product.

Significant Sizing Issue

The finished product differs from the published size chart by more than 1–3 cm, according to the applicable measurement instructions.

Printing Issues

Noticeably blurry or distorted printing
Significantly incorrect print placement
Reversed or incorrectly positioned artwork
Peeling or defective print
Artwork printed at a materially incorrect scale
Printing that does not reasonably represent the approved design

Embroidery Issues

Incorrect thread colour
Missing elements of the design
Crooked embroidery
Significant loose or protruding threads
Incorrect embroidery density

Manufacturing Defects

This may include significant:

Holes
Tears
Broken components
Deformation
Mechanical defects
Other production faults

Significant Colour Error

If the finished product is substantially different from the approved design due to a production or technical error, the item may qualify for a replacement or refund.

Please note that minor differences between the product and the images displayed on your screen can occur because of lighting, monitor settings, fabric characteristics and the printing process.

Damage During Delivery

If your item arrives damaged, please contact us promptly with photographs of both the product and packaging.

How to Report an Issue

If there is a problem with your order, please contact us within 7 days of receiving your product.

For parcels that arrive visibly damaged, please contact us within 72 hours of delivery.

To help us resolve your concern as quickly as possible, please provide:

Your order number
Clear photographs of the product
Photographs clearly showing the issue
Photographs of the packaging if the parcel was damaged
A brief description of the problem

Our team will review your request and let you know the next steps.

Please do not return an item before contacting us. If a return is required, we will provide the appropriate instructions.

What We Cannot Accept

Because our products are made to order, we cannot generally offer a replacement or refund for issues caused by the customer, including:

Choosing the wrong size
Choosing the wrong colour or design
Providing an incorrect or incomplete shipping address
Providing incorrect recipient information
Damage caused by the customer
Improper washing, care or handling
Customer alterations or modifications
Parcels that are not collected or signed for due to personal reasons
Minor colour differences caused by screens, lighting or normal printing variations
Claims submitted outside the applicable claim period

We also cannot accept claims where the issue is caused by circumstances outside our reasonable control, such as certain natural disasters, military events, political disruption or other force majeure circumstances.

Made-to-Order & Personalised Products

Our made-to-order and personalised products are created specifically for you and therefore cannot generally be returned because of a change of mind.

This does not affect your rights where a product arrives defective, damaged, incorrectly supplied or materially different from what you ordered.

Out-of-Stock Products

We carefully manage our collections and production to ensure your chosen pieces are available. On rare occasions, a product may become unavailable after an order has been placed.

If we are unable to fulfil your order, we will contact you and arrange a full refund for the unavailable product.