Delivery & Returns
We hope that you are happy with your purchase, however if you for whatever reason want to return your purchase or exchange the goods, you may do so within 14 days of receipt as long as the goods are unused and in its original packaging. This is free of charge to UK customers.
We will be pleased to exchange the item for a replacement item or issue you with a gift voucher for the same amount as your purchase. We are also able to issue you with a refund, in which case the same debit or credit card you used to make the purchase will be credited.
HOW TO RETURN ITEMS
Should you wish to return or exchange an item you have two options:
Call Customer Service on 0845 564 1398 Mon – Fri between the hours of 9am – 5pm to arrange a collection of your item. Our customer service will need to know your Invoice/Order number and collection address as well as whether you want a replacement or a refund. A collection will be arranged for you.
Email us on [email protected] stating your invoice number and collection address as well as outlining whether you would like collection or replacement. We endeavor to respond to your email within 24 hours.
Please make sure the product is in its original packaging and preferably in the same outer box it was delivered in to avoid breakage. Make sure your items are securely wrapped. Please also provide us with your daytime telephone number and email address. We might need to contact you with regards to the return or refund, especially if you no longer have the delivery note.
All refunds can take up to 7 working days from when we receive the products, to appear on your statement. We appreciate your feedback and would therefore be incredibly grateful if you would explain to us why you are returning the goods.
EUROPEAN & INTERNATIONAL RETURNS
If you have opted for international delivery we will be pleased to exchange the item for a replacement item or issue you with a gift voucher for the same amount as your purchase. We are also able to issue you with a refund, in which case the same debit or credit card you used to make the purchase will be credited in Sterling. For international delivery, we are not able to refund postage charges, but we will send your exchange items or gift voucher to you free of cost.
International Return normally take up to 10 days to deal with.
Occasionally we may not be able to offer replacement or exchange outside of Europe. Please contact us our team directly to discuss options on 0845 564 1398
RETURN ADDRESS: Lilou et Loïc Ltd WAREHOUSE, OCF, Building A, Howard Tenens, Europa Industrial Park, Radway Road, Stratton St Margaret, Swindon SN3 4ND. Please put your IN number on the parcel.
DAMAGED or FAULTY GOODS
You are expected to examine your goods when you receive them and notify us within 7 days if these are faulty, otherwise you may be deemed to have accepted the goods. We will replace the damaged goods as soon as we are able to do so, at no cost to you, with the same item if available. Please call our Customer Service on 0845 564 1398 or email [email protected] if you have a damaged item. If the item is no longer available we will contact you. You could choose a replacement item or a full refund. Should you contact us outside the 7 days, we will assess whether the damage occurred before the risk passed. Damaged items will be returned in accordance with your legal rights and this does not affect your statutory rights.
Certain items are excluded from our returns policy, these include toiletries and beauty products where the seal or outer packaging has been opened.
If you have received a Lilou et Loïc item as gift from someone and wish to return this, we will arrange for an exchange for the same value as the item or gift vouchers. We will notify the person who purchased the gift when the exchange has been completed. We are unable to arrange for refunds of these item, unless the person who made the original purchase requests this, in which case the Returns Policy timelines will apply as if it was a general return (14 days from receipt).
TIME IT TAKES TO DEAL WITH RETURNS
The time it takes to deal with returns depends largely on when we receive the return. This can, on average take up to 10 working days. If you wish, we are happy to notify you of the process from when we receive your parcel to the exchange or refund being processed and dispatched, if applicable.
Please remember it can take up to 3-4 days for a refund payment to appear on your credit or debit card statement.
Feel free to contact us about your return at any time, either by email [email protected] or call +44 (0)845 564 1398 between 9am and 5pm Mon-Fri. A team member will be happy to assist you.