Refund/Return Policy

Refund and Return Policy

1. Our Commitment to Your Satisfaction

At LilyShades, we want you to love every piece you receive. We understand that sometimes an item may not meet your expectations, and we are here to make the return process as straightforward and hassle-free as possible. This policy outlines the terms and conditions under which you may return or exchange items purchased from our online store.

2. Return Eligibility

To be eligible for a return, items must meet the following conditions:

• The return request must be initiated within fourteen days of the delivery date

• Items must be returned in their original, unworn, and unwashed condition

• All original tags, labels, and packaging must remain attached and intact

• Items must be free from any odours, stains, makeup marks, or signs of wear

• Footwear and accessories, if applicable, must be returned in their original boxes

Please note that certain items are final sale and cannot be returned, including but not limited to:

• Items marked as clearance or final sale at the time of purchase

• Gift cards and promotional items

• Undergarments and swimwear for hygiene reasons, unless defective

3. How to Initiate a Return

To begin the return process, please follow these steps:

• Contact our customer service team at lilyshades01@outlook.com within the eligible return period

• Provide your order number, the name of the item you wish to return, and the reason for your return

• Our team will respond with a return authorisation and detailed instructions on where to send your package

Please do not send items back to us without first obtaining a return authorisation, as this may delay the processing of your refund.

4. Return Shipping

Return shipping costs are the responsibility of the customer, unless the return is due to an error on our part, such as receiving a damaged, defective, or incorrect item. In such cases, we will provide a prepaid shipping label or reimburse your reasonable return postage costs.

We recommend using a trackable shipping service and purchasing shipping insurance for your return, as we cannot be held responsible for items that are lost or damaged in transit during the return process.

5. Refund Processing

Once we receive your returned package, our team will inspect the items to verify that they meet our return eligibility criteria. This inspection typically takes three to five business days from the date of receipt.

If your return is approved, we will process a refund to your original method of payment. Please allow an additional three to ten business days for the refund to appear on your bank or credit card statement, as processing times vary depending on your payment provider.

Please note that the following deductions may apply to your refund:

• Original shipping charges are non-refundable, unless the return is due to our error

• If you used a promotional discount or gift card, the refund will reflect the amount actually paid

6. Exchanges

If you wish to exchange an item for a different size, colour, or style, we recommend placing a new order for the desired item and returning the original item for a refund. This ensures that the replacement item is reserved for you without delay and is not subject to stock availability issues.

We are unable to hold items for exchange purposes, and exchanges are subject to stock availability at the time your return is processed.

7. Damaged or Defective Items

We take great care in packaging each order to ensure it arrives in perfect condition. However, if you receive an item that is damaged, defective, or incorrect, we sincerely apologise. Please contact us at lilyshades01@outlook.com within seven days of receiving your order, and include the following information:

• Your order number

• A description of the issue

• Clear photographs showing the damage or defect

We will review your case promptly and arrange for a replacement, store credit, or a full refund, including any associated shipping costs. We may also provide a prepaid return label for the damaged item, if required.

8. Late or Missing Refunds

If you have not received your refund within the expected timeframe, we kindly ask that you take the following steps:

• Check your bank account or credit card statement again, as refunds may take additional time to appear

• Contact your bank or credit card provider, as they may have internal processing delays

• Reach out to us at lilyshades01@outlook.com, and we will investigate the status of your refund with our payment partners

We are committed to resolving any refund issues promptly and transparently.

9. International Returns

For customers shopping from outside our primary shipping region, we accept returns in accordance with the same eligibility criteria outlined above. Please note that return shipping costs and any applicable customs duties or taxes incurred on returned items are the responsibility of the customer.

We recommend using a reliable international shipping service with tracking and insurance to ensure your package reaches us safely.

10. Policy Updates

We reserve the right to update or modify this Refund and Return Policy at any time without prior notice. Any changes will be posted on this page, and the date of the most recent revision will be indicated. We encourage you to review this policy periodically, particularly before making a purchase.

11. Contact Us

If you have any questions or concerns regarding returns, exchanges, or refunds, please do not hesitate to reach out to us. We are here to assist you every step of the way.

Email: lilyshades01@outlook.com

Your satisfaction is our priority, and we will do our utmost to ensure your experience with LilyShades is a positive one.

— The LilyShades Team