Refund policy

4. Returns, Refunds & Chargeback Policy

Bespoke commissions cannot be returned or refunded under any circumstances, save where an item is demonstrably faulty at the point of dispatch. This is a fundamental term of the contract.

Custom Made Products

Items that are made especially to your order — including items made to your specific measurements, your colour selection, or any other personal specification — are classed as custom made products and cannot be returned, refunded, or exchanged, unless the item is demonstrably faulty or misdescribed. This applies regardless of whether the item was produced because it was unavailable in stock or because you requested a specific specification. For the avoidance of doubt: a lining, component, or finishing detail that you approved in writing during the production process does not constitute a fault or misdescription. Any claim of fault in respect of an element that was presented to you and approved by you will not be accepted.

Your Right to Cancel — Non-Custom Items Only

For non-custom items only, you have a legal right to change your mind and cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Due to the significant value of our garments, this right applies within 3 days of delivery only. To exercise this right, you must inform us in writing by email at info@lillyevioletta.com within 3 days of receiving your products, quoting your order number. Email is the only accepted method of communication for cancellation notices — any cancellation communicated by telephone, text message, social media, or any other means will not be valid and will not be treated as having been received within the required timeframe. Items must be returned in their original, unworn, undamaged condition with all original packaging. Return postage is at your cost unless the item is faulty.

Chargebacks & Payment Disputes

We take chargeback fraud with the utmost seriousness. A chargeback initiated in respect of a bespoke commission — which is contractually non-returnable and explicitly exempt from the statutory right to cancel — will be contested in full, without exception. In the event that a chargeback is raised, we will submit to the relevant card network the complete evidentiary file relating to the commission, including: all written correspondence; the full specification and approval record; predispatch photographic evidence; delivery confirmation; and any other documentation material to the claim. Where that documentation demonstrates that the claim was made without reasonable basis, we reserve the right to report the matter to the relevant authorities and to pursue recovery of our losses and all associated costs. We further reserve the right to refuse future orders from any customer who has raised a chargeback that was subsequently withdrawn or resolved in our favour.

Faulty, Damaged, or Incorrect Items

If your order arrives damaged, you must contact us by email at info@lillyevioletta.com within 24 hours of delivery, attaching photographic evidence and quoting your order number. Email to info@lillyevioletta.com is the only accepted method for reporting damage — reports made by telephone, text message, Instagram, WhatsApp, or any other channel will not be considered received and will not trigger any obligation on our part. We will not be able to consider claims of damage notified more than 24 hours after confirmed delivery, or notified other than by email, as we are unable to assess whether damage occurred in transit or post-delivery. Your statutory rights under the Consumer Rights Act 2015 are not affected by these Terms where they apply. However, the Consumer Rights Act does not confer a right to return bespoke goods on grounds of change of mind, nor does it prevent us from contesting claims of pre-existing damage where we hold timestamped evidence to the contrary.