Refund policy
At Lily Lee London, we take great care in creating every journal, and we hope you love your purchase as much as we've loved making it.
However, if something isn't quite right, we're always happy to help.
Returns
We offer a 30-day returns policy on non-personalised items, giving you 30 days from receiving your order to request a return.
For returns under our extended policy, items must be unused, in their original condition and packaging, and accompanied by proof of purchase.
To arrange a return, please email hello@lilyleelondon.com with your order number. We'll provide the returns address and instructions.
Please note that our registered business address cannot accept returned parcels.
For change-of-mind returns, customers are responsible for return postage costs. We recommend using a tracked service.
Personalised Journals
Journals personalised with your chosen initials or name through hot foiling or debossing are made especially for you and cannot be returned or exchanged simply because you've changed your mind.
Choosing your preferred leather colour, elastic colour, grommet finish or journal size does not count as personalisation. Journals without monogramming remain eligible for our standard returns policy.
Your statutory rights remain unaffected if your journal is faulty, damaged or incorrectly personalised.
Natural Leather
Our journals are handcrafted using beautiful Italian vegetable-tanned leather.
As leather is a natural material, each piece has its own unique grain, colour variations and markings. Over time, your journal will soften and develop a distinctive patina, making it uniquely yours.
These natural characteristics are part of the beauty of the leather and are not necessarily defects. Your statutory rights remain unaffected.
Damaged or Incorrect Items
We carefully inspect every journal before dispatch, but if your order arrives damaged, faulty or incorrect, please contact us at hello@lilyleelondon.com.
Please include your order number and, if possible, photographs of the issue.
We'll be happy to help arrange an appropriate repair, replacement or refund in accordance with your statutory rights, including applicable return postage costs.
Exchanges
If you'd prefer a different size or leather colour, please contact us.
For eligible non-personalised items, we recommend returning your original purchase and placing a new order.
Refunds
Once we've received and inspected your return, we'll email you to confirm your refund.
Approved refunds will be made to your original payment method. For returns under our extended policy, we aim to process these within 10 business days.
Please allow additional time for your bank or payment provider to process the payment.
If you haven't received your refund within 15 business days of our confirmation, please contact us.
Your Statutory Cancellation Rights
For most non-personalised products purchased online, UK customers have the right to cancel within 14 days of receiving their order, without giving a reason.
To exercise this right, email hello@lilyleelondon.com within that period. You then have a further 14 days to return your items.
You may inspect items as you would in a shop, although we may make a deduction for any loss in value caused by handling beyond what is necessary to inspect them.
Where the statutory cancellation right applies, we'll refund the price paid and the original standard delivery charge, where applicable, within 14 days of receiving your return or evidence that you've sent it back, whichever is earlier.
Customers are responsible for the direct cost of return postage for change-of-mind cancellations.
You can request our model cancellation form by email, although you don't need to use it to exercise your cancellation rights.
Nothing in this policy affects your statutory consumer rights.
Contact Us
If you have any questions about your order, returns or refunds, please email:
Lily Lee London Ltd