Returns/Terms and Conditions

Please note before ordering no refunds are issued on personalised bespoke goods with intials/names on them. If your product has a fault we will exchange/replace but we are unable to refund ANY personalised goods due to any reason.


Please be extra careful when selecting your personalisation , once the order is processed any errors made by the buyer cannot be corrected by us

If anything needs to be corrected  it must be done within 5 hours of the order 

This is due to the personalised nature of most things we produce

All goods remain the property of Lily and Bean until paid for in full.


Please allow 7-14 working days to produce the item although we are usually quicker and then fast track courier shipping on top at busy periods Christmas we will get your order to us but will be nearer 14 day period.

UK Delivery

All items will be posted the day after manufacture on the Fedex next day service. If you would like to get in contact about the status of your order or tracking information, then please get in touch at

Worldwide Delivery

We offer delivery worldwide for any item in the store. All orders are sent out within 2 working days of manufacture on the Fedex International Express service  overseas orders can take 2-3 days. Any questions, please get in contact at

Returns & Replacements

Since each item is personalised with your inscription, we cannot accept returns unless the item is faulty in which case it will be replaced with the same or a alternative can be chosen, all hats are ' one size '  so these are designed to fit 56-59 approx although this may vary slightly.

Every single item purchased must be returned in the same condition as sent out in, otherwise no refund/replacement will be issued, under no circumstances will we accept a return that is damaged, used or dirty. 

It is the customers responsibility to package an item in a state that it will reach us as in original state even if deemed faulty in any way when received. We will not issue any sort of refund/replacement for an item not received as in original condition. 

Straw Bags are completely handmade so vary in shape.

If we offer to cover postage for any faulty or damaged goods we cover second class recorded only.

Please note if you are not happy with your bag we will need to inspect it and only an exchange if we believe its not suitable will be offered. 

 Faulty Items

If you believe an item is faulty, please contact us at with a brief description of the problem along with images so we can look into this for you and if appropriate we will arrange your replacement .

Wrong item

In the unlikely event, the item you received is not what you originally ordered please contact customer services, we will then advise on how to proceed with the return. We will cover postage costs for our error.

Lost or damaged items

Lily and Bean can not be held responsable for any loss or damage of any item sent via any of our courier services.

All delays are out of Lily and Beans control and should be taken up with the courier it was dispatched with.

No refunds will be offered on delayed items.



We may change these terms from time to time without notice to you. Changes will apply to any subsequent orders received. In addition, your use of this Website after such changes have been posted constitutes your acceptance of and agreement to such changes.


What information do we collect?
We ask for your name, telephone number, home address, email address and age for competitions, sweepstakes, or newsletters or personal shopper sign ups. When a purchase is made on our site, in addition to the above, we also ask for delivery address, and payment method details. We may obtain information about your usage of our Website to help us develop and improve it further through online surveys and other requests.

What the data will be used for?
Your data will enable us to fulfil your order, to notify you about important functionality changes and for statistical or survey purposes to improve this website and our services to you. We may also send you from time to time (by email or post) information about products and services and details of promotions from Willow Of London.

•    All email messages and email newsletters will contain information on how you can unsubscribe
•    or send us an email

 In assessing your request for goods or services, we may use your information for the purposes of the prevention and detection of fraud.