Court action taken just to get refund due
I purchased 2 dresses from Lily Phellera in September 2025 for just under £1500. Unfortunately, one of the items delivered was not the item I had ordered and the other did not fit. I returned both items in accordance with the company’s published returns policy, and delivery of the return was confirmed.
The company subsequently confirmed in writing that my refund had been processed and would be received within 14–28 days. The refund never arrived.
After I chased the matter, I was told there was a technical issue preventing PayPal refunds and was asked to open a PayPal dispute. By then, PayPal’s dispute window had expired. I then offered to accept a refund by bank transfer or any other method (perfectly legal), but this was refused, and I was instead offered store credit. I declined because the dresses I had already returned were ill fitting/poor quality and I simply wanted my money back.
Despite repeated requests, no refund was issued and no evidence was provided that the alleged payment issue was being resolved. They just stopped replying at all. I therefore had no option but to issue a claim through the UK County Court. The company has not responded to the claim, and the court has entered a CCJ in my favour. As of the date of this review, the judgment remains unpaid, Lily Phellera has failed to respond to any correspondence (correctly sent to the company by email and tracked post to their registered address) and I have had to commence enforcement action via bailiffs to recover the debt.
My experience has been extremely disappointing. Technical issues can happen, but how a business resolves them is what matters. In my case, I returned the goods correctly, the company acknowledged the refund was due, yet I have been left to pursue court proceedings costing hundreds of additional pounds simply to get a refund.
Based on my experience, I would strongly recommend avoiding this retailer.