Returns & Cancellations

1. Returns (UK & General)

We accept returns within 30 days of the delivery date. To be eligible, your item must be:

• Unused and in the same condition you received it
• In its original packaging
• Accompanied by proof of purchase (order number or confirmation email)

2. Personalised & Custom Orders

Because personalised items are made specifically for you, personalised items are exempt from the standard right of return under UK Consumer Contracts Regulations 2013 and EU Directive 2011/83/EU — unless they arrive damaged, defective, or we have made an error with the personalisation.

If your personalised item arrives with a fault or incorrect customisation, please contact us within 7 days of delivery with photos and we will arrange a replacement or full refund at no cost to you.

3. How to Start a Return

You can start a return in two ways:

• Self-serve: Log in to your account at account.littleliya.com and request a return from your order history
• By email: Contact us at hello@littleliya.com with your order number, the item you wish to return, and the reason

We will respond within 2 business days with return instructions. Please do not send items back without contacting us first — unauthorised returns may not be accepted.

4. Return Address

Once your return has been approved, please send your item to:

Little Liya Co. Y09 Access House 207–211 The Vale Acton, London United Kingdom

We recommend using a tracked shipping service. Little Liya Co. is not responsible for items lost in transit. Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.

5. Refunds

Once we receive and inspect your returned item, we will notify you by email. If your return is approved:

• Your refund will be processed within 10 business days of us receiving the item (UK customers)
• EU customers — see Section 7 for statutory refund timings
• The refund will be applied to your original payment method
• Please allow additional time for your bank or card provider to process the credit

Original outbound shipping costs are non-refundable unless the return is due to our error or a faulty item — except for EU customers exercising their statutory right of withdrawal (see Section 7).

6. Damaged or Faulty Items

If your item arrives damaged or defective, please contact us at hello@littleliya.com within 48 hours of delivery with:

• Your order number
• Clear photos of the damage or defect
• A brief description of the issue

We will arrange a free replacement or full refund as quickly as possible — you will not need to return the damaged item in most cases.

7. European Union — Right of Withdrawal

If your order is delivered within the European Union, you have the following statutory rights under EU Directive 2011/83/EU:

• 14-day withdrawal window: You have 14 days from the day you (or someone you nominate) receive the last item in your order to withdraw from the contract, for any reason and without giving any justification.
• Returning goods: Once you have notified us of your withdrawal, you must send the goods back to us within 14 days of that notification.
• Refund timing: We will issue your full refund within 14 days of receiving the returned goods (or within 14 days of you providing proof of return, whichever is earlier).
• Outbound shipping refund: We will refund the standard delivery cost you paid. If you chose a premium or expedited shipping option, we will only refund the cost of our cheapest standard delivery option.
• Return shipping costs: The cost of returning goods under the right of withdrawal is your responsibility unless we have agreed otherwise or the item is faulty.
• Condition of goods: Your item must be in the same condition you received it — unused, unworn, with tags, and in its original packaging.

Exemptions from the right of withdrawal

The following items are not eligible for the EU right of withdrawal:

• Personalised or custom-made items made to your specification (e.g. items with a name, custom colour, or bespoke design) — these are exempt under Article 16(c) of EU Directive 2011/83/EU
• Gift cards
• Items that have been used, worn, or damaged after delivery

To exercise your right of withdrawal, please contact us at hello@littleliya.com or via account.littleliya.com before the 14-day deadline.

8. Non-Returnable Items

• Personalised or custom-made items (unless faulty or incorrect)
• Items returned after the applicable return window
• Items not in original condition
• Gift cards
• Sale items (unless faulty)

9. Exchanges

We do not offer direct exchanges. If you would like a different item, please return the original (if eligible) for a refund and place a new order.

10. Contact Us

• Email: hello@littleliya.com
• Self-serve returns: account.littleliya.com
• We aim to respond to all enquiries within 2 business days

This policy does not affect your statutory rights. Please seek independent legal advice if you require clarification on your rights as a consumer.