Refund Policy

Returns Policy

Please note that we do not offer free returns, and charges will apply for any returns.

Can I Return My Order?

Yes, returns are possible. If you are not satisfied with the items you have ordered, you have the option to return them within 30 days of receipt. However, the order must meet the following conditions:

Complete Order: The order must contain all the appropriate parts, components, and packaging exactly as the product was received.
Normal Handling: The product must show signs of normal handling. Breakage due to careless handling is excluded from returns.
Hygiene: Products for which hygiene is important (e.g., clothing, accessories) must be thoroughly cleaned before initiating the return process.
Defective Products: If the product is found to be defective upon receipt, you may return it.
Shipping Costs: The customer is responsible for the shipping costs of returning the product.
Processing Time: Returns will be processed within 7 working days. If the conditions are met, the return will be officially acknowledged within this period.

We reserve the right to refuse returned items if we suspect that the items have been used or damaged through no fault of our own.

How Can I Return My Order?

If your order meets the above conditions, follow these steps to initiate the returns process:

Send an Email:
- Email us at lilylondon.help@gmail.com.
- Ensure the email includes the following details:
  - Order number
  - Reason for the return request
  - Photo of the product (in case of breakage or defect)
  - First name + last name of the customer
  - Address of the customer
Wait for Instructions:
- We will respond to your email and provide you with the correct return address.
- Never send the return to the sender address on the package. We will provide the correct return address after you contact us.
Ship the Product:
- You, the customer, are responsible for the shipping costs of returning the product.
- Once the product is received and inspected, we will process your return.

Right of Withdrawal

If you are a consumer (a natural person who enters into a legal transaction for purposes not predominantly related to commercial or professional activity), you have a 14-day right of withdrawal from the day you or a third party (not the carrier) received or accepted the last goods.

Important Notes:

As we work with a fully automated system, orders are executed as soon as they are placed. Therefore, we cannot interrupt the shipping process until delivery. A refund is not possible upon receipt of the goods.
If the goods are already in transit, cancellation is not possible. Please wait until you have received the goods and then return them to us.

How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, you must inform us of your decision to withdraw from the contract by means of a clear declaration (e.g., by email). The withdrawal is completed when we have received the goods.

Consequences of Withdrawal:

If you withdraw from this contract, we will refund all payments received from you, excluding delivery costs (except for additional costs resulting from choosing a delivery method other than the cheapest standard delivery offered by us).
The refund will be processed without delay and no later than 14 days from the day we receive notification of your withdrawal and the returned goods.
We will use the same payment method you used for the original transaction, unless expressly agreed otherwise.

Shipping Confirmation

To ensure the fastest possible return process, we ask you to send us a shipping confirmation once the product has been returned.

Return Address

All returns must be sent to our central warehouse in Asia at the customer's expense. We will provide the correct return address after you contact us.

Contact Us

If you have any questions about the returns process or need further assistance, please contact our customer service team at lilylondon.help@gmail.com.

Thank you for shopping with Lily London!