How to Return & Refund

Return & Refund Policy

We have a 30-day return policy, which means you have 15 days after receiving your item to request a return, and a further 15 days to send the item back to us.

How to Start a Return

To begin a return, please register or log in to your account and submit a return request via the Start A Return with Yililo portal.
Please do not return items without submitting a return request first, as unregistered returns may be delayed or rejected.

Return Address

Returns must be sent to:
Yililo Returns
Unit 41328, Courier Point
13 Freeland Park, Wareham Road
BH15 9EL
United Kingdom

Customers are responsible for return postage. We recommend using a tracked service and keeping your proof of postage until your refund has been processed.

Return Conditions

To be eligible for a return:
• Items must be unused, with all tags, labels, and original packaging intact
• The item must be in the same condition as received
• You must include your order confirmation or proof of purchase (email)

If your item shows signs of wear, damage, stains, or strong smells, it will not be accepted for refund.

Refunds

Once your return is received, please allow up to 7 working days for inspection and processing. This may take longer during promotional or sale periods.

If approved, your refund will be processed to your original payment method.
For Buy Now Pay Later orders (e.g. Klarna, Clearpay), your return will be logged on your account with them. Please direct any refund queries to your payment provider. If they require input from us, they’ll contact us directly.

Damages and Issues

Please check your parcel carefully when it arrives. If the outer packaging is damaged, ask the courier to make a note of this and take photos.

If the contents are also damaged:

  • Email photos to customerservice@yililo.com

  • If an item inside sounds broken, open the parcel with care or contact us first and keep it sealed

For any incorrect, faulty, or damaged items, get in touch straight away so we can make it right.

Exceptions / Non-Returnable Items

The following items cannot be returned:
• Personalised items (e.g. customised mugs, cushions, or doormats)
• Gift cards
• Sale items, unless faulty

If you're unsure about whether your item qualifies, just get in touch.

Exchanges

We do not offer direct exchanges. If you need a different colour or style, simply return the original item and place a new order.

If you have any questions about the returns process, email us at:
customerservice@yililo.com