Terms & Conditions

Jillyraff is a trading name of Loki-Design Ltd.

Access to and use of this Website and the products and services available through this Website are subject to the following terms, conditions and notices. By using the Services, you are agreeing to all of the Terms of Service, as may be updated by us from time to time. You should check this page regularly to take notice of any changes we may have made to the Terms of Service. Access to this Website is permitted on a temporary basis, and we reserve the right to withdraw or amend the Services without notice. We will not be liable if for any reason this Website is unavailable at any time or for any period. From time to time, we may restrict access to some parts or all of this Website.

Products

1. All prices include VAT

2. All information, including pricing and shipping, is subject to change without notice at the discretion of the company.

3. Colours, colour descriptions and designs on the website may vary and might not reflect the true colour or pattern of the product.

4. All products are subject to availability. If the item has sold out prior to being removed from the website you will be advised and refunded any payment made.

RETURNS POLICY

At Jillyraff, we prioritise customer satisfaction in every purchase. If you find yourself unsatisfied with your order, please review our returns policy before initiating the return process.

Section 1: Eligibility & General Information

1.1 Case-by-Case Evaluation: Each return request is individually assessed, and specific criteria must be met before approval. All returns require management approval before being sent back to the warehouse.

1.2 Unauthorised returns: If a product is returned without prior approval, we will not be able to accept the return and a redelivery charge will be incurred. Failure to settle this fee within 14 calendar days or collect from the warehouse gives us the right to dispose of the returned goods at our discretion, without any liability to you.

1.3 Submission Deadline: All claims for latent defects and other return requests must be submitted within 7 calendar days of receiving the goods. Please email returns@jillyraff.co.uk with ; Your order number, details of the issues, and an image showing the issue to avoid denial of you claim. The team will open a credit request on your behalf and get back to you as soon as they have heard back from management and will let you know how to proceed.

1.5 Responsibility Upon Return: We are only responsible once the return has been received in the warehouse by the team. If you are responsible for sending items back to us and your order is misplaced by your courier, we cannot be responsible to process a refund.

1.7 Return Shipping: Customers are responsible for the cost of return shipping unless specified otherwise.

1.8 Response Time: Although the team will try to get back to you ASAP, it can take up to 2 working days to receive a response from the customer service team. The management team will aim to respond to a credit request within 5 working days. Please email returns@jillyraff.co.uk if you are having any issues.

Section 2: Non-Refundable Items

2.1 Non- Refundable Items: There are some items purchased from us that we are not able to refund, please see list below;

2.1.1: Shipping Costs (Including express fees)

2.1.2: Parcel Re-Route (Due to customer inputting incorrect address)

Section 3: Refunds

3.1 Return Process: When your credit request is approved by management, we will let you know if you or the company are responsible for the cost of the return. Once received the team will check the items. Approval or rejection of your claim will be communicated to you, if approved the accounts team will process your refund.

3.2 Refund Timeline: After your claim has been approved, we aim to refund you as soon as possible, but the process may take up to 15 calendar days after the return is received. Refunds will be issued via the same method as that used to pay for the items originally.

Section 4: Legal Considerations

4.1 Legal Obligations: Our return policy is in compliance with all applicable consumer protection laws. Customers are encouraged to familiarise themselves with their rights and responsibilities.

Thank you for your understanding and cooperation with our policy. Should you have any comments, questions, or concerns, please feel free to reach out to our customer service team.

We reserve the right to modify this return policy at any time.

SHIPPING

1. We aim to dispatch your order within 3 working days.

2. During peak seasons dispatch times may vary.

3. All prices include VAT.

4. Orders outside England, (Scotland, Wales and Ireland) are subject to a surcharge that will be confirmed with the order.

5. We do NOT accept responsibility for any problems with delivery which is due to the fault of the courier service.

PAYMENT

1. We accept all major credit and debit cards via Paypal.