Refund policy

Return Policy

We operate a strict no-returns policy, except in cases where the product is faulty. If you receive a faulty item, please contact us within 14 days of receiving it, providing proof of the fault. Once verified, we will assist you with the refund and return process.

Conditions for Returns

To be eligible for a return due to a fault, your item must be in the same condition as when you received it—unused and in its original packaging. Please ensure you have the receipt or proof of purchase.

Initiating a Return

To initiate a return for a faulty item, please contact us at help@ravensandlilies.com. Items sent back without prior authorisation will not be accepted.

Damages and Issues

Please inspect your order upon receipt. If you find any defects, damages, or incorrect items, contact us immediately so we can assess the issue and resolve it.

Exceptions

We regret that we cannot accept returns for digital products, sale items, or gift cards.

Exchanges

For exchanges, the quickest process is to return the faulty item and then place a new order for the desired item once your return is accepted.

European Union Cooling-Off Period

If your order is being shipped to the European Union, you are entitled to a 14-day cooling-off period during which you may cancel or return your order for any reason. The same return conditions apply. 

Please note this does not apply to digital downloads.

Refunds

Once we receive and inspect your return, we will notify you of the refund approval status. If approved, you will receive a refund to your original payment method within 10 business days. Please note that bank or credit card processing times may vary.

If more than 14 days have passed since your return was approved, we will not be able to accept it.