General terms and conditions

These Terms and Conditions apply to all purchases and transactions through Love by Lily. By placing an order, you agree to these terms and conditions. We recommend that you read these terms and conditions carefully so that you are aware of your rights and obligations.

Company data

Name: Love by Lily
Address: Coenecoop 2-F1
E-mail address: info@lovebylily.com
Chamber of Commerce number: 93388381
VAT number: NL866376082B01

Product Information

Clause 2.1: We do our best to display all product descriptions and images as accurately as possible. However, slight color differences may occur due to handwork and differences in screen settings.

Ordering and Payment

Article 3.1: After placing an order, you will receive a confirmation email containing all order details.

Article 3.2: Payment must be made immediately upon placing the order via the available payment methods.

Article 3.3: We reserve the right to cancel orders in case of suspected fraud or in case of incorrect prices on the website.

Delivery and Receipt

Article 4.1 - Shipping and delivery information.

We ship orders within the specified shipping time. Once your order is shipped, you will receive a track & trace code to track the delivery. The customer is responsible for tracking this information and must ensure that the package can be received at the time of delivery.

Article 4.2 - Responsibility for receipt

The customer is responsible for receiving the package at the address he/she has provided. If no one is present, the delivery service may deliver the package to neighbors or a pickup point. In all cases, it remains the customer's responsibility to pick up the package.

Article 4.3 - Notification of unreceived packages.

If the track & trace indicates that the package has been delivered, this is considered valid proof of delivery. In this case, it is not possible to claim "not received," unless there is demonstrable error or fraud on the part of the delivery service.

The customer should always first inquire with neighbors, roommates and/or in the immediate vicinity in case of a delivery notification. If there is still ambiguity after this check, we may - out of leniency - make a report to the delivery service. However, we cannot accept any liability as long as the delivery has been made correctly according to PostNL.

Please note: Falsely reporting non-receipt with the aim of enforcing a new delivery or refund may be considered fraud. In such cases, we reserve the right to file a report and take further (legal) action.

Returns and Right of Withdrawal

Article 5.1: Return Period: You have the right to revoke the purchase within 14 days after receipt of the product. However, in the Netherlands we use a return period of 30 days.

Article 5.2: Conditions for Returns: Products can be returned only if unused and in original condition. Specific requirements are:

Puzzle Mats and Tamper Mats: Returns are only possible if the original seal is still intact, due to hygienic reasons.
play mats and Rugs: Returns are only possible if the original labels and tags are still attached to the product.

Article 5.3: Cost of Return Shipment: The Customer shall bear the cost of return shipment unless otherwise agreed.

Article 5.4: Refund: Within 14 days of receipt of the return, the purchase price will be refunded, provided the item meets the return conditions.

Exceptions to Return Right

Article 6.1: Products that are not suitable to be returned due to health or hygiene requirements and whose seal has been broken after delivery cannot be returned.

Clause 6.2: Custom-made production of wallpaper cannot be returned.

Liability and Warranty

Article 7.1: We offer a warranty against manufacturing defects within the legal warranty period. This warranty does not cover damage caused by misuse, wear and tear or improper maintenance.

Article 7.2: Warranty Exceptions - Stitching of Playcloths: Our handmade play mats have unique stitching that is carefully crafted. Due to artisanal manufacturing, stitching can come loose over time, especially with heavy use. This process, also called "quilting," in conjunction with normal handwork gives each play mat an authentic look. Because of this characteristic, loose stitching is not covered under warranty. Minor repairs can easily be made if necessary to extend the life of the play mat.

Section 7.3: For complaints, please contact us at service@lovebylily.com. We aim to respond within 5 business days.

Fraudulent Returns

Article 8.1: If we suspect fraud in returns, we reserve the right to report and report to WebwinkelFraude.nl.

Article 8.2: Fraud can include returning used products, products that do not originate from our online store or submitting incorrect return claims.

Privacy Policy

Section 9.1: We respect your privacy and process personal data in accordance with the General Data Protection Regulation (GDPR). Please see our privacy policy for detailed information on the processing of personal data.

Complaint Procedure

Article 10.1: Should you have a complaint, please report it to service@lovebylily.com. We aim to respond within 5 working days. Should this not lead to a solution, you can submit the complaint to the European online dispute resolution platform (ODR).

Discounts
Section 11: Discount codes are not applicable to items on sale.

These terms and conditions were last updated on October 2, 2024.