Any email or any acknowledgement by us of a receipt of an order placed by you does not mean that we have accepted your order.
Acceptance of your order and completion of the contract between you and (Lily's Prints Ltd) will take place on dispatch to you of the products ordered unless we have told you that we do not accept your order or you have cancelled it.
If you are not satisfied with your order or you have received the wrong product, you have the right to cancel your contract with (Lily's Prints Ltd) within 14 days of receipt of the goods. Goods must be returned by certified mail and must be unopened, unused and in their original packaging. Please contact us before returning any goods. You have the right to cancel an order but we may not be able to prevent it being shipped to you. If you receive your order after you have cancelled it this means we were unable to prevent it being shipped and you must therefore return the goods in accordance with our Returns Policy below. Please note we usually process orders from 8.00am during normal working days and your communication may reach us after we have processed your order. All instructions to cancel must be clear and quote the reference/invoice number on the email you have received at the time you place your order. Made to order or custom made/printed products cannot be cancelled if they have already been made or printed.
Any international/domestic custom orders that are paid for cannot be refunded. These are custom orders that have to be paid for before manufacture or delivery and cannot be refunded once accepted and manufactured.
It is the customers responsibility to make sure any printed, made to order, custom made or personalised products need to be fully confirmed and agreed before making and dispatch. There are no refunds for made to order printed, made to order, custom made or personalised products unless there is a fault with the product that is a manufacturing issue or the fault of the seller.
Refunds will be paid within 7 days of receiving the returned goods by reversing the payment through our payment processors. In accordance with the current EU law, unless there is a fault, the cost of both original and return postage shall be borne by the customer and deducted from any refund issued. We cannot refund for any products that have either been opened, for certain products as listed above, or used. Unless there is a product fault, we do not refund return shipping costs: it is your responsibility to return items to us; we recommend using a traceable service offering proof of delivery such as Royal Mail Signed For 1st Class
If a customer states that they have not received a consignment, but we have proof, through Royal Mail tracking or courier delivery tracking, that the consignment was delivered, this shall be considered as our part fulfilled. The customer will have to take up an enquiry or complaint with the courier or Royal Mail.
Refunds will be made to the card that was used for the original purchase. Refunds are processed as soon as possible. Your bank/credit card provider can take up to five working days to credit your account after we have notified them of a refund. None of the above affects your statutory rights.
We will validate your credit/debit card before accepting your order.
We will not accept your order if your card is declined at any stage during the processing of your order. We will try to contact you if your card is declined after you have placed your order but we may not be able to do this.
The prices quoted on the website are subject to change from time to time