Refund policy
RETURNS AND REFUNDS
Change-of-mind returns
We hope that you love your Fred & Lily Home Fragrance order. If you change your mind, you may request a return within 14 days of receiving your order.
To request a return, email fredandlilyhomefragrance@outlook.com and include your name, order number and the item you wish to return.
Once your return has been approved, the item must be sent back within 14 days. Items returned without first contacting us may not be accepted.
Return condition
To qualify for a change-of-mind return, the product must be:
• Unused and in its original condition
• Returned with its original packaging, labels and seals intact
• Accompanied by proof of purchase
You are responsible for looking after the products while they are in your possession. A deduction may be made from your refund if an item has been used, damaged or handled beyond what is reasonably necessary to inspect it.
Return postage
Customers are responsible for the cost of returning items when they have changed their mind.
We recommend using a tracked postal service and retaining proof of postage. Fred & Lily Home Fragrance cannot be held responsible for change-of-mind returns that are lost or damaged while being returned.
Please do not return an item until you have contacted us and received return instructions.
Faulty, damaged or incorrect items
Please inspect your order when it arrives. Contact us promptly if an item is faulty or damaged, or if you have received the wrong product.
Email fredandlilyhomefragrance@outlook.com with your order number, a description of the problem and clear photographs where appropriate.
If the item is confirmed as faulty, damaged or incorrectly supplied, Fred & Lily Home Fragrance will cover the reasonable return cost and offer an appropriate replacement or refund. Your statutory rights are not affected.
Products that cannot normally be returned
We cannot accept change-of-mind returns for:
• Personalised, customised or specially made products
• Products sealed for health or hygiene reasons once the seal has been broken
• Opened or used bath, body, skincare, cosmetic or perfume products
• Gift cards
Please contact us before purchasing if you are uncertain whether a product can be returned.
This does not affect your rights if a product is faulty, damaged, not as described or incorrectly supplied.
Sale products
Your usual online cancellation and faulty-goods rights still apply to eligible products purchased in a sale. However, products that cannot normally be returned—such as personalised goods or opened hygiene-sensitive products—remain excluded from change-of-mind returns.
Exchanges
We do not process direct exchanges. If you would like a different product, please return the eligible item for a refund and place a separate order.
Refunds
We will contact you after we receive and inspect your return.
If your refund is approved, it will be issued to your original payment method within 10 working days. Your bank or payment provider may take additional time to show the refund in your account.
When an eligible order is cancelled in full, any applicable standard outbound delivery charge will also be refunded. Additional costs for an enhanced or express delivery service are not refundable beyond the cost of the standard delivery option.
If more than 15 working days have passed since we confirmed your refund, please contact fredandlilyhomefragrance@outlook.com.
Return address
Approved returns should be sent to:
Fred & Lily Home Fragrance
20 Grove Drive
South Kirkby
Pontefract
West Yorkshire
WF9 3PZ
United Kingdom
Do not send a return until you have contacted us and received approval and return instructions.
Contact us
For return or refund questions, please contact:
Email: fredandlilyhomefragrance@outlook.com
Telephone: 07562 722952