TERMS AND CONDITIONS

The Lilly Pad – Helston, Cornwall

Independent stockist of unique home décor and gifts

Last updated: October 2026

1. GENERAL

These Terms and Conditions apply to all orders placed through The Lilly Pad website.

The website is operated by The Lilly Pad. References to “we”, “us” and “our” mean The Lilly Pad. References to “you” and “your” mean customers using our website or placing an order with us.

By using our website, you confirm that you are at least 18 years old or have the necessary permission from a parent or guardian to use the website and place an order.

By placing an order, you agree to these Terms and Conditions.

If you have any questions about these terms, please contact us before placing your order.

2. PRICES, AVAILABILITY AND PRODUCT DESCRIPTIONS

All prices displayed on our website are in pounds sterling (GBP).

Prices may change, and promotional offers may be withdrawn at any time. Changes will not affect orders already accepted, except where permitted by law.

Delivery and postage charges are additional to product prices and will be displayed at checkout where applicable.

All goods are subject to availability. If an item becomes unavailable after you place an order, we will contact you as soon as reasonably possible to discuss the available options. These may include waiting for the item to become available again, choosing an alternative product or receiving a refund.

If a genuine pricing error occurs, we will contact you before dispatch to explain the situation and discuss the available options. We reserve the right to cancel an order where there is a legitimate legal basis for doing so.

We make every effort to ensure that product descriptions, photographs, colours and measurements are accurate. However, slight variations in colour, finish, texture or dimensions may occur due to lighting, photography, screen settings and the nature of certain products.

These variations do not affect your statutory rights if an item is faulty, not as described or otherwise fails to meet the requirements of applicable consumer law.

3. PLACING AN ORDER

When you place an order, you are making an offer to purchase the selected goods.

We will send you an email acknowledging receipt of your order. Please check the details carefully and contact us promptly if anything is incorrect.

Your order acknowledgement does not necessarily mean that your order has been accepted. The contract for the sale of goods will be formed when we confirm acceptance of your order, normally through our dispatch confirmation email.

We reserve the right to decline or cancel an order where there is a legitimate reason, including stock unavailability, a genuine pricing error, payment authorisation issues or the inability to arrange suitable delivery.

If we cannot fulfil an order for which payment has already been taken, we will notify you and arrange a refund of the amounts due in accordance with applicable law.

Please ensure that your delivery address, email address and contact details are correct when placing an order.

4. PAYMENT

We accept online payments through the payment methods displayed at checkout.

Payments processed through PayPal may include eligible debit and credit card payments. A PayPal account is not necessarily required to pay by card.

Payment is normally taken when you place your order. Orders may be cancelled if payment authorisation is declined or cannot be obtained.

Clearpay

Where available, customers may choose Clearpay at checkout to split the cost of an eligible purchase into instalments.

Clearpay's eligibility criteria, payment schedule and customer agreement apply. Customers should review Clearpay's terms before selecting this payment method.

Clearpay payments are subject to approval by Clearpay. Availability does not guarantee that every transaction will be approved.

Questions about instalments, payment dates, late payments or Clearpay accounts should be directed to Clearpay.

5. UK DELIVERY

We aim to dispatch orders within two working days of receiving and processing payment.

Please allow up to five days for delivery after dispatch, although orders will often arrive sooner. These are estimated timeframes rather than guaranteed delivery dates, unless expressly agreed otherwise.

Standard UK mainland delivery

Our standard UK mainland delivery charges are based on the total value and weight of your order.

Orders under £79.99:

• Up to 1 kg: £3.50

• Over 1 kg up to 2 kg: £4.75

• Over 2 kg: £6.00

Orders over £79.99:

• Free standard UK mainland delivery.

Large-item delivery

Items specifically identified as requiring large-item delivery will incur the following charges:

• Items up to 6 kg: £10.00

• Items over 6 kg: £15.00

Large-item delivery charges may apply regardless of the total order value, including orders that otherwise qualify for free standard delivery.

Some large items are marked as “Collection Only”. This will be indicated in the product listing before purchase.

Delivery delays and unavailable items

If an item is out of stock or a delay is likely, we will contact you by email to explain the situation and discuss the available options.

If we cannot fulfil your order, we will arrange a refund of the amounts due in accordance with your statutory rights.

If you require an order urgently, please contact us before ordering so that we can advise whether your requested delivery timeframe is achievable.

We remain responsible for the goods until they are delivered to you or to a person nominated by you, subject to applicable law.

6. INTERNATIONAL ORDERS POLICY

We are pleased to offer international delivery to eligible destinations outside the United Kingdom. International orders are subject to delivery availability, the requirements in this section and the applicable charges displayed at checkout.

6.1 Seel Worry-Free Purchase Protection requirement

All international orders must include Seel Worry-Free Purchase Protection selected at checkout.

We will not dispatch an international order unless Seel Worry-Free Purchase Protection has been selected.

It is the customer's responsibility to ensure that the protection option has been selected before completing the purchase.

If an international order is placed without Seel protection, we will contact the customer to explain the situation. The order will not be dispatched, and we will arrange cancellation and a refund in accordance with applicable consumer law.

Seel protection does not guarantee that every item can be shipped internationally. Orders remain subject to the availability and suitability of delivery services.

6.2 Large or oversized international items

Some items may be too large, heavy or unsuitable for the standard delivery services available for international orders.

Although we make every effort to ensure that delivery charges are appropriate, the availability and cost of shipping may depend on the parcel's dimensions, weight, destination and the delivery service required.

If an item cannot be shipped using the service selected at checkout, we may contact you to discuss the available options.

These may include:

• Additional delivery charges: If a suitable alternative delivery service is available at a higher cost, we may ask you to pay the additional postage charge before dispatch. No additional payment will be taken without your agreement.

• Order cancellation: If a suitable delivery service cannot be arranged, or you do not wish to pay the additional delivery charge, we may cancel the order and arrange a refund in accordance with applicable consumer law.

We will explain any additional costs and obtain your agreement before proceeding with an alternative delivery arrangement.

If we are unable to fulfil your order, we will notify you as soon as reasonably possible and refund the amounts due.

6.3 Customs duties and import taxes

International orders may be subject to customs duties, import taxes or other charges imposed by the destination country.

Unless expressly stated otherwise at checkout, these charges are the customer's responsibility.

Customers should check the import requirements applicable to their country before placing an order. Customs inspections and clearance procedures may cause delays beyond our control.

6.4 International delivery issues

International deliveries may be affected by delays, loss or damage during transit.

If your parcel arrives damaged, appears to be lost or experiences a significant delivery issue, please contact us as soon as possible at the email address provided in Section 14.

Please retain the packaging and provide photographs or other relevant information where possible to help us investigate.

Customers who have purchased Seel protection should also follow the provider's claims process where applicable.

Nothing in this policy excludes or limits The Lilly Pad's statutory responsibilities as a retailer.

6.5 International cancellations and refunds

If you wish to cancel an order, please contact us as soon as possible.

If an order cannot be dispatched because Seel protection was not selected or a suitable delivery service cannot be arranged, we will contact you and arrange cancellation and a refund in accordance with applicable consumer law.

Where a refund is due, it will normally be issued to the original payment method.

We will only deduct costs from a refund where there is a lawful basis for doing so.

Purchasing Seel protection does not remove any statutory cancellation or refund rights that apply to your order.

7. PACKAGING

Some products may not be supplied in individual retail boxes. Where appropriate, items may be packed in alternative or recycled packaging.

We support the use of recycled packaging as a way of reducing waste and environmental impact.

We will take reasonable care to ensure that goods are suitably packaged for transport and arrive in the condition required by law.

8. CANCELLATIONS AND RETURNS POLICY

We want you to be happy with your purchase. If you change your mind or need to return an item, please follow the guidance below.

8.1 Online orders – change of mind

For most goods purchased online, you have a statutory right to cancel your order under the Consumer Contracts Regulations 2013.

You must notify us of your decision to cancel within 14 days of the day after you, or a person nominated by you, receives the goods.

After notifying us, you generally have a further 14 days to return the goods.

To notify us of a cancellation, please contact us by email and clearly identify your order and the goods you wish to return.

You do not have to provide a reason for cancelling within the statutory cancellation period.

Certain goods, including some personalised or made-to-order products, may be exempt from the statutory cancellation right where the law provides for an exemption.

8.2 Condition of returned goods

Please take reasonable care of goods while they are in your possession.

You may handle and inspect goods as you reasonably would in a shop to establish their nature, characteristics and functioning.

Goods should be returned complete, with any accessories and components supplied. Please include the original packaging where possible.

If goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, and their value has consequently been reduced, we may make an appropriate deduction from your refund where permitted by law.

Original packaging will not automatically be a condition of exercising a statutory cancellation right.

8.3 Return postage costs

For change-of-mind returns, customers are responsible for the direct cost of returning goods unless we agree otherwise in writing, provided this responsibility was communicated before purchase.

If an item is faulty, damaged on arrival or not as described, we will meet the return costs where required by law.

Please contact us before sending goods back so that we can provide the appropriate instructions.

8.4 Faulty or damaged goods

Your statutory rights under the Consumer Rights Act 2015 remain unaffected by this policy.

If goods are faulty, not as described or otherwise fail to conform to the contract, you may be entitled to a repair, replacement, price reduction or refund, depending on the circumstances and applicable law.

Please contact us as soon as reasonably possible so that we can discuss an appropriate resolution.

8.5 Collection-only items

Certain products are clearly marked “Collection Only” on our website before purchase.

Please ensure you can arrange collection before placing your order. If you are unable to collect an item, contact us as soon as possible to discuss the available options.

If an item remains uncollected after 14 days and no alternative arrangement has been agreed, we may contact you to arrange collection, discuss cancellation or agree another suitable solution.

Any refund, deduction or charge relating to an uncollected order will be handled in accordance with the applicable contract and consumer law. We will only deduct payment processing, handling or storage costs where there is a lawful basis for doing so.

Nothing in this section removes any statutory cancellation or refund rights you may have.

8.6 How to arrange a return

Please contact us by email before returning an item. We will provide the relevant return instructions and address.

We generally use InPost for returns. DPD may be used where necessary, depending on the size, nature or circumstances of the return.

Please package your return securely and retain proof of postage until the return has been completed.

8.7 Refunds

Where you exercise your statutory right to cancel, we will refund you in accordance with the applicable legal requirements.

Refunds will normally be made using your original payment method unless you expressly agree otherwise.

Where required by law, refunds will include the cost of the least expensive standard delivery option offered at the time of purchase. We are not required to refund additional costs arising from your choice of a more expensive delivery option.

Where permitted by law, we may withhold a refund until we receive the returned goods or you provide evidence that they have been sent back, whichever occurs first.

For faulty or damaged goods, we will follow the applicable statutory requirements for refunds, repairs or replacements.

9. DAMAGED ITEMS AND DELIVERY CLAIMS

We take care when preparing orders for dispatch. However, if your order arrives damaged, please contact us within 7 days from delivery date at:

thelillypadhelston@gmail.com

To help us investigate, please provide:

• Your order number and details of the affected item.

• Photographs clearly showing the damage.

• Photographs of the external packaging.

• Photographs of the internal packaging and protective materials, where applicable.

Please retain the original packaging until we have advised you that it is no longer required. A delivery carrier may request to inspect the packaging as part of its investigation.

If the packaging has already been disposed of, please still contact us. We will assess the circumstances and advise you on the next steps.

We will review the information provided and explain whether the item needs to be returned, inspected, repaired, replaced or refunded, as appropriate.

We generally use InPost for returns. DPD may be arranged where necessary.

Where we are responsible for return costs, we will provide appropriate instructions.

Refunds for returned damaged goods will be processed within five working days of receipt and assessment where reasonably practicable, subject to payment provider processing times. Any statutory refund deadline will take precedence.

Nothing in this section requires you to waive your legal rights because of missing photographs or packaging.

10. SEEL WORRY-FREE PURCHASE PROTECTION

10.1 About the service

Where offered at checkout, customers may purchase Seel Worry-Free Purchase protection for eligible orders.

Seel is an independent third-party post-purchase protection provider. The protection available depends on the option offered at checkout and the terms applicable to the individual purchase.

Depending on the protection selected, the service may provide assistance with eligible issues such as lost, stolen or damaged shipments, or other benefits expressly included in the customer's protection plan.

Customers should review the information displayed at checkout and the confirmation email from Seel to understand the exact protection purchased, applicable exclusions, claim requirements and time limits.

For international orders, selecting Seel protection is a condition of dispatch under Section 6.

10.2 Making a claim

Customers who have purchased Seel Worry-Free Purchase protection should submit claims directly to Seel through its Resolution Centre:

https://resolve.seel.com

Customers should follow the instructions provided by Seel and supply the information or evidence reasonably required to assess their claim.

Claims are assessed by Seel in accordance with the applicable policy and terms. Purchasing protection does not guarantee that every claim will be approved.

The Lilly Pad cannot guarantee the outcome or processing time of a claim handled by Seel.

10.3 Duplicate compensation

Customers are not entitled to receive duplicate compensation for the same loss, damage or incident.

Where a customer has already received a refund, replacement or other compensation from The Lilly Pad or another party for the same issue, any further claim under Seel protection will be subject to the applicable Seel policy and terms.

Similarly, where a claim has been settled through Seel, any further payment or remedy relating to the same loss must be assessed in accordance with the relevant terms and applicable law.

This provision does not remove or restrict any statutory rights a customer may have against The Lilly Pad.

10.4 Separate from statutory rights

Seel Worry-Free Purchase protection is separate from The Lilly Pad's own delivery, cancellation and returns procedures.

Choosing not to purchase optional protection for a domestic order does not affect your statutory consumer rights.

Purchasing Seel protection does not replace or remove any rights or remedies you may have against The Lilly Pad under applicable UK consumer law.

For further information, please refer to Seel's applicable terms:

https://www.seel.com/terms-of-service

11. PRIVACY AND CUSTOMER INFORMATION

We use the personal information you provide to process orders, arrange delivery, communicate with you about your purchase and provide customer support.

Where necessary, relevant information may be shared with payment providers, delivery companies and third-party service providers involved in fulfilling your order or providing services you have selected, including Seel.

Personal information will be handled in accordance with applicable data protection legislation and our Privacy Policy.

Please refer to the Privacy Policy on our website for further information about how your information is collected, used and protected.

12. LIMITATION OF LIABILITY

Nothing in these Terms and Conditions excludes or limits any liability that cannot lawfully be excluded or limited under UK law.

In particular, nothing in these terms limits your statutory rights relating to goods that are faulty, not as described or otherwise fail to meet the requirements of applicable consumer law.

We will not be responsible for losses that could not reasonably have been foreseen when the contract was formed, to the extent permitted by law.

We will take reasonable care in fulfilling our obligations to you and will comply with our legal responsibilities as a retailer.

13. CHANGES TO THESE TERMS

We may update these Terms and Conditions from time to time to reflect changes in our business, products, services or legal obligations.

The version applicable to your order will be the version in force when the relevant contract is formed, unless a change is required by law or otherwise agreed with you.

The latest version will be published on our website.

14. CONTACT DETAILS AND OPENING HOURS

The Lilly Pad
Helston, Cornwall

Email: thelillypadhelston@gmail.com

Opening hours:

• Tuesday to Friday: 10:00 am – 5:00 pm

• Saturday: 10:00 am – 2:00 pm

• Sunday and Monday: Closed

We aim to respond to customer enquiries as soon as reasonably possible during our opening hours.

15. GOVERNING LAW

These Terms and Conditions are governed by the laws of England and Wales.

If you are a consumer, you will continue to benefit from any mandatory consumer protection provisions applicable in the country where you live, where required by law.

Nothing in these Terms and Conditions prevents you from exercising any rights available to you under applicable consumer legislation.

Thank you for shopping with The Lilly Pad.

We appreciate your support for our independent business and hope you enjoy your purchase.