Returns

We hope you love your purchase, however if you’re not completely happy with it, you can request a refund or exchange subject to the following:

  • Item/s must be returned to us within 14 working days of purchase, including a receipt or proof of purchase, ie. your packing slip or name and order number. 
  • Garments and leather goods must be returned in their original saleable condition with all labels still attached, dust covers (where applicable) included and in original packaging. Any garments or leather goods that have been worn, used, damaged, altered or washed will NOT be accepted.
  • We do not process refunds or exchanges on sale items, except if the merchandise is faulty, so please choose sale items carefully.
  • Gift cards are also non-returnable and cannot be redeemed for cash.

We reserve the right to refuse a refund or exchange request if it does not apply with the above conditions.

Process for Returns

If you would like to return your purchase for a refund or exchange please email info@rocklily.co.uk to let us know your reason for return. We will then provide you with the return address.

It is the customer's responsibility to pay all fees and charges to return your goods to Rock Lily. We recommend the use of the Royal Mail “Signed For” service or similar and to obtain proof of posting and a tracking number. We cannot accept responsibility for parcels lost in transit.

Once your item is received and approved, we will process your refund or exchange within 2 working days. Refunds will be processed to your original payment method, however we are unable to refund the original shipping or return postage costs, unless the item is faulty.

Faulty Goods

We hope that your order reaches you in perfect condition, if however it is damaged or faulty please contact us within 3 days of receiving it at info@rocklily.co.uk to arrange for a replacement or refund.

You are required to arrange and pay for the return of the product(s) to us and we will refund the costs of postage up to a maximum of £5 where the item is confirmed by us to be faulty as a result of a manufacturing defect.

Late or missing refunds

If it's taking a while for you to receive your refund, first check your bank account again. Then contact your credit card company - it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@rocklily.co.uk.