T&Cs & Delivery
Welcome to My Lillie Shoes
We provide custom shoes and accessories for all occasions.
Processing time: up to 20 working days to dispatch (does not include weekends and bank Holidays)
All items are made to order unless stated otherwise.
PayPal & many major cards are accepted. Full payment must be made unless payment via Clearpay or Klarna. Interest free installments available at checkout.
Postage and packaging
Please ensure your address is up to date. Items will not be shipped to an alternative address that is not present or confirmed on current invoices.Third party courier’s and Royal Mail will be used to ship your goods with the value equivalent to 48h tracked and insured mail. Next day delivery is not available. We are not held responsible for any parcels that are refused delivery due to the address being incorrect or hard to find. We are also not responsible for parcels that are stolen or go missing.
For buyers outside the UK you are required upon payment to provide additional information for the courier including contact number and State if based in the USA. If lost in transit we will initiate a claim with the courier. The seller is not responsible for delays, custom tax charges or sales tax charges.
Returns & Exchanges Accepted. Cancellations accepted within 48 hours.
Due to the nature of the craft business, Cancellations are not accepted outside 48 hours. Items that are personalised, customised or tailored to a customers specification are non-returnable and none exchangable, this would include the following: Personalised photos, Names, Dates, Images, Specific related items to the consumer, sizing that is not already on listings e.g UK sizes smaller than a 3 and sizes larger than an 8(including any part of the shoe not just the shoe size), wrong colour. COLOURS MAY VARY DEPENDING ON YOUR COMPUTERS OR PHONES RESOLUTION SETTINGS, WE CAN NOT ACCEPT RETURNS AND EXCHANGE FOR THIS.
Please contact email@example.com if you have issues with sizing and we may be able to help.
Your rights as a buyer:
In the unfortunate event that you are unhappy with your order due to reasons not on the exemption list - all items must be returned unworn, in a resalable and same condition with all tags still attached and in the original packaging. You are required by law to notify the seller of a return within 14 working days of receiving the item. All items must be received by us 21 days from the date of informing the seller. Buyer is required to pay returns postage FOR ALL ITEMS. We are NOT liable for wear and tear or signs of damage that could have been avoided. It is up to you as the customer to make the sensible decision of when the item should or shouldn't be worn.
Returning Faulty Goods:
If the goods are faulty then the seller must be informed immediately within 14 days of receiving as the item may have been damaged in transit. Fail to contact within 14 days of receiving your order will not be resolved. Where possible the seller may be able to source an exchange or repair the item. Faulty goods are only exchangeable not refundable. Return shipping is paid by the customer. Shipping back to the customer is paid for by the seller. Please provide photographs where applicable. Seller is not liable for any damages from improper care or wear and tear.
My Lillie Shoes will begin creating an exchange or repair once the return has been received from the customer. This may take the same processing time as when the customer ordered or less if stated by My Lillie Shoes.
If you require a custom order please contact us on our Facebook page www.facebook.com/mylillieshoes and we can discuss what you would like. Custom orders are none refundable or exchangeable. Only exchangeable if faulty.
We guarantee to provide excellent quality items, if you have a problem with your order please contact us within 14 days of receiving and we can sort it if possible. We are not liable for improper care of our items e.g using the item and there are signs of damage that could have been avoided.