Customer Support - Frequently Asked Questions

I have listed some of the questions people have most frequently asked.

If you do not find the answer to your question please Contact Me
 
Where do I send my clothing?

Clothing should be sent to:

Chevin Country Park Hotel & Spa, York Gate, Otley, LS21 3NU for us to create your order.

(We operate from the same site as the hotel so please do not worry, your parcel will reach us and we will let you know as soon as it is received.)

When will I receive my order?
We normally post in stock items within 2 working days of cleared payment and your parcel should be with you within 1 to 3 working days of dispatch if you live in the UK.  

Non-In stock items created especially for you using your clothing take between 8-10 weeks to create from the receipt of your clothing parcel. Due to some unforseen circumstances this can sometimes take longer. We will endeavour to keep you informed if this is the case.

Overseas delivery times vary depending on the country but ususally take 5 to 10 working days.  A dispatch notification will be emailed to you when your order has been posted.

What happens if my parcel doesn’t arrive?
Royal Mail do not consider parcels to be lost or missing until 15 working days after dispatch. I am therefore, unable to resend or refund for orders lost in transit until 15 working days after the order sending date.
 
Do you accept returns?
Yes, if you are not entirely happy with your purchase you may return your order within 14 days of receipt.  Please include a completed return slip in the parcel. I advise you to obtain proof of posting or to send goods over £41 in value via Royal Mail Special Delivery as I cannot be held liable if they are lost or damaged in the post. On receipt of goods I will issue you with a full refund provided goods are in an unused, re-saleable condition. I reserve the right to refuse returns after inspecting the goods.  Return postage costs are non refundable.
  
What if something I ordered is faulty or damaged?
In the unlikely event goods are faulty or damaged in transit you must contact me within 48 hours of receipt of the goods explaining the problem.  A refund or replacement will be issued upon receipt of the faulty goods. I must be contacted about any problems with your order before you return the item.

I’ve changed my mind can I cancel my order? 
Yes, under the Distance Selling Regulations you have a 7 day ‘cooling off’ period during which time you can cancel your order.  Please email your request to libby@lilyspatchworkmemories.co.uk quoting your order number, name and address.  To cancel the order you must give me notice within 7 working days from the day after you take receipt of the goods.  Confirmation of cancellation will be sent via email and a full refund issued within 30 days.  Once you have cancelled the contract you have a legal ‘duty of care’ to look after the goods. You must return the goods within 14 days, adequately insured and with proof of posting, at your expense to: Lily’s Patchwork Memories, 38 Dundas Avenue, South Queensferry, West Lothian, EH30 9QA.
 

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