UPDATE FOLLOWING LILLY AND LULA RESPONSE:L&L said that the issues with the bag were reported without clear evidence to determine whether the stains occurred during transit or after delivery. How am I meant to prove this other than send pictures of how I received the bag? I also requested to return all items after the replacement bag was received. I understand you saying this was outside the 15 day window but it was NOT outside the 15 day window from when I received the replacement hold-all bag. Therefore; at a minimum I should be entitled to return the hold-all bag. ——-I recently purchased the bear baby baby nappy changing bag, the matching nappy bag and the matching toiletry bag. After receiving the items the large nappy changing bag had orange marks on the side of it. I emailed Lilly&Lula to ask for a replacement. It took days to hear back from them and a total of 18 days to receive the replacement after first communicating with them. Once I received the replacement bag it was nothing like the pictures or description online. It didn’t have the external branding/label sewn on the side of the bag as shown in the pictures online and it was certainly not made of cotton. 3 days after receiving the replacement bag I submitted a return request for all of the items. I cited the fact that it’s not as shown online and I bought all 3 as a matching set. Since the large bag was unsuitable it was pointless me keeping the other items.My return request was denied as they claimed I was outside my 15 day return window. I explained, on email as they have no phone number, that I waited for a replacement bag and I only received this 3 days ago. The company have now gone silent and not responded to me on the matter.
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