Login

Cart

Your cart is empty

Refund policy

Returns & Refund Policy

At Fishe and Lilly, we take pride in the craftsmanship of our furniture. We want you to be absolutely thrilled with your purchase. If a piece isn’t the perfect fit for your home, we offer a 30-day return window from the date of delivery.

To help us remain sustainable and keep our prices fair for all customers, our returns process is managed through our dedicated portal. If you have any questions, please contact us at support@fisheandlilly.com.

1. "Change of Mind" Returns

If you decide an item isn't right for you, you can return it within 30 days. To encourage sustainable shopping and cover the high cost of specialist furniture logistics, the following options apply:

  • Option A: Return for Store Credit (FREE)
    If you choose to receive your refund via a Fishe and Lilly Gift Card, we will waive the return shipping fee entirely. 

  • Option B: Return for a Refund to Original Payment Method (£25 Fee)
    If you prefer a refund to your original payment method, a flat return shipping fee of £25 per item will be deducted from your final refund total.

2. Condition of Items & "Diminished Value"

To receive a full refund (minus the return shipping fee), items must be returned in their original, unopened packaging.

  • Assembled or Opened Items: Once an item has been assembled or its internal protective packaging removed, its value is significantly diminished. In accordance with UK Consumer Contracts Regulations, we reserve the right to deduct a Diminished Value Fee (typically 15-20%) from your refund to cover the costs of safety testing, professional repackaging, and re-listing via our Recommerce partners. Note that this is in addition to the Return Fee. 

  • Safety First: For hygiene and safety reasons, mattresses and upholstered items cannot be returned once the protective seal has been broken unless a manufacturing fault is present.

3. Defining a "Fault" (The Quality Standard)

Quality is the heart of Fishe and Lilly. We use the FIRA (Furniture Industry Research Association) industry standards to assess manufacturing defects.

  • The 40cm Visual Test: A defect is classified as a manufacturing fault only if it is visible to the naked eye under normal lighting from a distance of 40cm.

  • Natural Characteristics: Many of our products are crafted from authentic hardwoods. Natural variations in wood grain, live knots, and minor seasonal movement (hairline gaps <2mm) are signs of a genuine natural product and are not classified as faults.

  • Proof of Fault: To qualify for a Free Return/Replacement due to damage, you must upload two clear photos via our portal: one close-up of the issue and one from a 40cm distance.

4. How to Initiate a Return

All returns must be booked through our automated portal to ensure they are tracked correctly by our warehouse.

  1. Visit the Portal: Visit our returns portal and enter your Order ID, or email us at support@fisheandlilly.com.

  2. Upload Photos: Select your return reason. If you select "Damaged" or "Faulty," you will be required to upload photos for our team to review.

  3. Review & Approval: Our team reviews all quality claims within 24–48 hours. Once approved, you will receive instructions to book a collection.

  4. Inspection & Refund: Once our UK warehouse receives and grades the item, your refund will be processed. Please allow 5–7 working days for the funds to appear.

5. Clearance & "As-Is" Items

Items purchased from our "Nicks, Dings & Scratches" or Recommerce sections are sold "as-is" at significant discounts. All imperfections are documented on the product page. These items are final sale and are not eligible for our standard 30-day return policy unless a new structural fault occurs that was not previously disclosed.