Refund policy

We do not accept returns on any item personalised with your inscription, unless the item is faulty, in which case it will be replaced with the same item or an alternative can be chosen.

If you would like to return an item, please visit the Lily & Bean RETURNS PORTAL.

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All non-personalised items, are valid for returns however, Lily & Bean do not cover the postage for the return, or refund the original postage. Please email if you wish to return, and they will provide all details. 

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

It is the customer's responsibility to package an item in a state that it will reach us in its 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 in its original condition. 

Straw Bags are completely handmade, so they vary in shape.

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

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

 

Faulty Items

If you believe an item is faulty, please contact us 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 & Bean can not be held responsible for any loss or damage of any item sent via any of our courier services.

All delays are out of Lily & Bean's control and should be taken up with the courier it was dispatched with.

No refunds will be offered on delayed items.