Returns and Refunds



We expect that you will be thrilled with your purchase from Lily Houston, however if you are not happy, whatever the reason, you have 14 days (from the date you receive the order) to return part or all of your order.

Please note we cannot accept returns of the following:

  1. Pierced earrings
  2. Bespoke items (where the design or size of the item has been customised to your personal specifications outside of those offered by us)

If you need to return an order to us please contact for a returns form.  Please write RETURNS in the subject heading of the email.



We understand that sometimes you may wish to return a product to us, therefore we have created this 14-day returns policy to enable you to return products to us in appropriate circumstances.  This policy does not affect your statutory rights (such as your rights under the Sale of Goods Act 1979 and the Consumer Protection (Distance Selling) Regulations 2000).

Where you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us where::

  1. We receive the product within 14 days following the date of receipt of the product
  2. the returned product is unused, in the original packaging and otherwise in a condition enabling us to sell the product as new
  3. you comply with the Returns Procedure set out below, and
  4. none of the exclusions set out below apply.

In order to take advantage of your rights under this returns policy, you must:

  1. Contact us if you are returning your order by emailing, and write RETURN in the subject heading. We will then provide you with a Returns Form for you to return with your order.
  2. Return items by Royal Mail Signed For Delivery UNLESS items are over £50 in value when you should use Royal Mail Special Delivery.
  3. We do not take responsibility for returned items that are not received by us.  In these circumstances we request that you contact Royal Mail directly.
  4. If an item is lost as a result of being sent via standard first or second class post, we will not be able to process a refund for the item.
  5. You will be responsible for paying postage costs associated with returns or exchanges under this policy


We will send you a refund for the full price paid by you of any product properly returned by you in accordance with the terms of this policy excluding the original delivery charges, if these have been paid by the customer, and excluding the costs of returning the product to us.

We will usually refund any monies due to you using the same method originally used by you to pay for your purchase.

We will process the refund as soon as possible within our office hours and, in any event within 30 days of the day we received your returned product.


Where you return a product in contravention of this policy (and where you do not have any other legal right to return the product):

  1. We will not refund or exchange the product
  2. We may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product
  3. If we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product at our sole discretion without any liability to you.


Name - Lily Houston Design

Registered and main trading office - 43 Castle Nurseries, Chipping Campden GL55 6JT


Email -