Terms & Conditions

General Terms & Conditions

These Terms were last updated on 21st June 2021.

You should print a copy of these Terms for future reference.

DEFINED WORDS

In these terms and conditions a capitalised word has a particular meaning. This paragraph explains the meaning of some of those words by showing the relevant words in brackets after their meaning. Other meanings are explained in other paragraphs in the same way.

These terms and conditions (“Terms”) relate to the supply of any of the products (“Products”) and/or services (“Services”) listed on this website. Any reference in these Terms to “we”, “us” or “our” is a reference to Lily & Oscar and any reference to “you” or “your” is a reference to any user of the Website and, where relevant, the recipient of any Product or Service from the Website (“Recipient”).

THESE TERMS ARE BINDING

Please read these Terms carefully and make sure that you understand them before using the Website including to use any Services and/or order any Products. If you do not understand any of these Terms you can ask us to explain them further by contacting us here. 

Your use of the Website indicates your unconditional agreement that you accept and agree to be bound by the Terms in effect at the time of usage.

We may alter all or any part of these Terms (including the Products and Services which are available from the Website) at any time without notice. Please check the 'last updated' information at the top of these Terms to confirm if they have changed since you last read them. If you do not accept the Terms, you should not use the Website. You should review these Terms regularly as your continued use of the Website means you accept the Terms as modified. Please understand that if you refuse to accept the Terms, you will not be able to order any Products from the Website.

Your information

​We will process personal information about you in accordance with our Privacy Policy.

Product colours

​We make every effort to display, as accurately as possible, the colours of the products that appear on our site. However, as the actual colours you see will depend on your monitor, we cannot guarantee that your monitor's display of any colour will accurately reflect the colour of the product on delivery. 

This does not affect your statutory rights.

Events outside our control

​We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control including Acts of God, fire, flood, severe weather, explosion, war, act of terrorism, industrial dispute, or acts of local or central Government or other competent authorities. This does not affect your statutory rights.

Entire agreement

​These terms and conditions and other notices elsewhere on our website contain the whole agreement between us and you relating to the supply of products. No other terms or conditions will form part of the Contract.

Our right to vary these Terms and Conditions

​We have the right to revise and amend these terms and conditions from time to time. You will be subject to the terms and conditions in force at the time that you order products from us and or/visit our website.

Law and Jurisdiction

​This website, any content contained herein and any contract brought into being as a result of use of this website are governed by and construed in accordance with English Law. The parties to any such contract agree to submit to the exclusive jurisdiction of the courts of England and Wales. All contracts are concluded in English and no public filing requirements apply. These terms and conditions do not affect your legal statutory rights.

Terms of Website Use

​This section tells you about the terms and conditions (‘Terms of Use’) on which you may use our website www.lilyandoscar.co.uk (‘our site’), whether as a guest or a registered user. Please read these Terms of Use carefully before you start to use our site. By using our site, you indicate that you accept these Terms of Use and that you agree to abide by them.

Purchasing products through our site

The purchase of products through our site is governed by our Terms of Sale.

Your personal information

When ordering any products from our site, you will be asked to complete a registration process. Information that you provide on our site must be complete and accurate. You must not impersonate any other person or entity or use a false name or a name that you are not authorised to use. From time to time we may make other services available which also require registration. We process personal information about you in accordance with our Privacy Policy. 

Password and account security

To access your stored data on our site, you will need to input your account and password details (sign in details). You are responsible for maintaining the confidentially of your sign in details and any activities that occur under your account. If you have any concerns about your sign in details or think they have been misused, you should contact us straight away to let us know and we can deactivate your account immediately.

Third party services

We may from time to time make available through our site certain services provided by third parties. To gain access to these services, you must register with these third parties and deal with them directly. We have no control over the content of those third-party sites or the performance of these services. Accordingly, you use these services at your own risk and we accept no responsibility for them or for any loss or damage that may arise from your use of them.

Liability

Our liability for products which you may purchase through our site is subject to our Terms of Sale. We have taken every care in the preparation of the content of our site. However, we will not be responsible for any errors or omissions or for any technical problems you may experience with our site. If we are informed of any inaccuracies in the content on our site, we will attempt to correct this as soon as we reasonably can. To the extent permitted by law, we exclude all liability (whether arising in contract, in negligence or otherwise) for loss or damage which you or any third party may incur in connection with our site, any website linked to it and any materials posted on it. This does not affect our liability for products which you may purchase through our site. These Terms of Use do not affect your statutory rights.

Viruses, hacking and other offences

You must not misuse our site by knowingly introducing viruses, trojans, worms, logic bombs, keystroke loggers, spyware, adware or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to our site, the server on which our site is stored, or any server, computer or database connected to our site. You must not attack our site via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you may commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities, and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.

Linking to our site

You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it, but you must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.

Our site must not be framed on any other site, nor may you create a link to any part of our site other than the home page. We reserve the right to withdraw linking permission without notice. The website from which you are linking must comply in all respects with applicable local, national or international law, regulation and good industry practice.

Variations

We may revise these Terms of Use at any time by amending this page. You should check this page from time to time to take notice of any changes we make.

Severability

If any of these Terms of Use are held to be invalid, the remaining terms and conditions shall continue to be valid to the fullest extent permitted by law.

Contact us

If you have any questions, please contact us here.

 

Terms of Sale

Changing our terms of sale

Any changes we may make to our Terms of Sale in the future will be posted on this page.

These Terms of Sale were last updated on 21 June 2021.

Our site is not intended for use by anyone under the age of 18, and we will not knowingly collect any information from any person below the age of 18.

In order to contract with Lily & Oscar, you must be over 18 years of age and possess a valid credit or debit card issued by a bank acceptable to us. Lily & Oscar retains the right to refuse any request made by you. If your order is accepted, we will inform you by email and we will confirm your order. When placing an order, you undertake that all details you provide to us are true and accurate, that you are an authorised user of the credit or debit card used to place your order and that there are sufficient funds to cover the cost of the goods.

Ordering

After placing an order, you will receive an order confirmation email from us acknowledging that we have safely received it. All orders are subject to acceptance by us, and we will send you a second email to confirm the acceptance and dispatch of your order. The contract between us (‘contract’) will only be made when we send you this email to confirm the acceptance and dispatch. Only the products listed in the email as being dispatched, will be included in the contract.

Availability

All products are subject to stock availability. We will inform you as soon as possible if all the products in your order are not available and we will cancel your order. If only some of the products in your order are available this will be explained in your acceptance and dispatch email. If you pay by credit or debit card, we will issue a refund for products which are not available back to your card. 

Ordering errors

You are able to make changes to your order up to the point at which you click on the Order button in checkout. It is your responsibility to ensure all order details are correct. 

*WE DO NOT ACCEPT LIABILITY FOR INCORRECT DELIVERY ADDRESSES OR OMISSIONS*

Prices

Please be aware that the prices displayed on our site exclude delivery costs, which will be added to the total amount due. The applicable delivery costs will be clearly displayed during the checkout process.

Due to the large number of products on our site it is always possible that some of the products listed on our site may be incorrectly priced despite our best efforts. If we discover there is a pricing error we will either (A) Contact you and give you the option of reconfirming your order at the correct price or choose to cancel it or (B) On some occasions we will need to automatically reject your order and notify you of the rejection and process a full refund. 

Payment

We accept payment with the following credit or debit cards: Visa, MasterCard, American Express, Switch/Maestro and Visa Electron cards. 

We do not accept cash, cheques or gift vouchers as payment. By submitting an order to us through our site, you are confirming that the payment details provided on your order are valid and correct. All transactions will be in pounds sterling. Non-UK credit card providers and banks will determine the exchange rates to be applied, and may add an additional processing or administration charge in relation to such payments which non-UK card holders will be liable to pay.

 

Promotions & Discounts

All promotions & discounts are valid on FULL PRICE items only, exclude all school, dance and clearance, unless otherwise stated. At checkout, manually type the promotional code in the ‘Enter Promo Code’.

Promotional codes are only valid for use by the initial intended recipient based on your interaction with Lily & Oscar. Promotional codes are not intended to be shared. They may even be individual to only a few selected customers at any one time. We reserve the right to apply or cancel the use of Promotion Codes at our discretion.

You can find this box just underneath the list of items in your cart.

Once you have entered the code, click ‘apply’ and continue to checkout.

Clearance items and occasion wear are exempt from ALL promotions unless otherwise stated.

  • Promotional codes CANNOT be applied to any order after it has been placed. 
  • Promotions and discounts are not valid in conjunction with any other offer. This includes sale and multi-buy offers eg. buy one get one free.
  • Only one code can be used per order.
  • Only apply the code once you are ready to check out otherwise it might expire.
  • Codes must be typed in the Promo Code Box exactly as written. Do not ‘Copy and Paste’.
  • Make sure there are no spaces at the beginning or end of the code.

Percentage or money off discount

  • This discount entitles you to a saving of the amount or percentage stated in the promotion, for the dates specified.
  • Unless stated otherwise, this discount is only available on purchase of FULL PRICE items only and excludes all/any sale items) and when spent in a single transaction.
  • The offer cannot be used in conjunction with any other promotion.
  • No cash or any other alternative will be given.
  • The return value of the item(s) purchased using the discount, shall be the applicable return value under our return policy, less the discount obtained.
  • This offer may be amended or withdrawn at any time at our discretion.
  • Your statutory rights as a consumer are not affected.

Buy One Get One Free (or 3 For 2 )

  • This offer entitles you to buy one item and get one free (the lowest priced item will be free); or get the lowest priced item stated in the promotion for free, when you buy at least 2 qualifying items in a single transaction, during the dates specified.
  • Unless stated otherwise, this discount is only available on purchases of full price items only and excludes all/any sale items).
  • The offer cannot be used in conjunction with any other promotion.
  • No cash or any other alternative will be given.
  • Full and partial refunds can be obtained under this promotion by returning the qualifying items, together with the free item and your proof of purchase. We cannot process refunds without these. The free item cannot be refunded for money or credit, and can only be exchanged if faulty.
  • Exchange must be for another similar item of equal value or less.
  • This offer may be amended or withdrawn at any time at our discretion.
  • Your statutory rights as a consumer are not affected.
  •  

Delivery and Returns

Delivery

All our packaging is plastic free!

We currently only deliver to the United kingdom & Northern Ireland. 

Although we deliver to the Scottish Highlands & Islands, Northern Ireland, Isle of Man, Isles of Scilly and British Forces Post Office (BFPO) addresses, delivery to these locations may take a little longer than our usual delivery times. 

Standard* Delivery 2-4 working days - from £2.95 

FREE click & collect from TN8 5AL 

Collection times between 10-1pm Mon - Fri. A slot will be allocated for collection when your order is ready.
NB: if you miss your collection slot and do not make contact with us 24 hours prior, you will be charged a £5 admin fee and your order cancelled. This will be deducted from your order refund. 

FREE* DELIVERY ON ORDERS OVER £40 (*full price items only - excludes gift cards)

Please allow 2-3 working days for orders to be dispatched.

Where possible, we will combine multiple orders into one delivery and notify you of this upon despatch.

All UK orders will be sent via a trackable courier, with the Tracking ID provided to you on dispatch.

Delivery prices are weight based and quoted at checkout and include packing costs.  

In the event the recipient is not home to receive the delivery, our courier may deliver your parcel to a neighbour or safe place (as deemed fit by courier) unless otherwise stated at the time of placing the order. 

 

Returns policy

In the unlikely event you wish to make a return, please contact us within 7 days of delivery date. You will then have a further 7 days to return any items to us. We cannot accept any returns outside of this 14 day period. 

We are a small business and therefore do not refund postage or pay for return postage. All delivery costs are non-refundable. For your own protection, we advise you to return your items via an insured method of delivery which requires a signature. Upon receiving the returned item(s), we will process the refund within 2 working days.

Any missing/damaged items MUST be reported within 24 hours of date of delivery. Any items reported after this period will not be disputable. 

All items must be in the same condition as received and in the original packaging in order for us to process a return.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit/debit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us here

You will be responsible for paying for your own return costs. All delivery costs are non-refundable.

Should your parcel be returned to us as a result of failed attempts by our courier to deliver your parcel, there will be an additional fee of £4.95 to re-send the parcel. 

 

Sell Your Clothes

  • Baby & kids clothes accepted in ages 0-6 years 

  • Maternity clothes accepted in sizes 6 - 22

  • Clothes MUST be stored no longer or no older (from date of purchase) than 3 years 

  • Labels containing size/wash information MUST be present on each item

  • Only new & unworn footwear accepted

  • All clothes MUST be in excellent condition, no bobbling, stains or damage, free from animal hair & freshly washed

  • Tights MUST be new with tags, used tights are not accepted

  • Vests, Sleepsuits & Outfits MUST be in their complete sets, otherwise they fall into option 2.

  • We DO NOT accept old fashioned/outdated clothes, handmade clothes, replicas or cheap low quality unknown brands, belts, bibs, underwear, socks, booties, scarves, traditional clothing, personalised items, school uniform, fancy dress.

  • Payments are made by BACS/gift card within 2 business days of receiving and checking your items

  • Clothes MUST be sent within 48 hours otherwise the postage label will expire

  • Postage costs will be deducted from any monies paid, if the rules are not adhered to

  • All parcels are insured to a MAXIMUM of £20. 

Please be aware, anything that does not meet these terms will not be paid for or returned. If you are in doubt of anything, please don't hesitate to get in touch with us.

Complaints

At Lily & Oscar, we aim to please our customers at all times. However, if you are unhappy about any aspect of our site or the service you receive from us and would like to make a complaint, please see how to contact us about this here.