As a British brand we take pride in customer service, your satisfaction is our number one priority. If you are not 100% completely satisfied with your product please let us know. We're always keen to speak with our customers and if there's an improvement we can make to our products, we'd love to hear about it!

For any of our products you’ve bought online, you have a legal right to change your mind within 14 days and receive a refund, unless our products were sealed for health protection or hygiene purposes, and you have unsealed them. You’ll also need the receipt or proof of purchase.

Due to the hygienic nature of our products, we cannot accept any returns where the product has been opened.

When you’re sending products back because you’ve changed your mind, you will be responsible for shipping costs and ensuring the products are returned to us undamaged.

We will process the refund due to you as soon as possible and, in any case:

  1. 14 days from the day you:
    1. return any products delivered to you;
    2. provide evidence that you have returned them; or
  2. If there were no goods supplied, 14 days from the day on which we are informed about your decision to cancel the agreement.

You can always contact us for any return question at hello@ecolily.co.uk.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items or gift cards.


We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.