Sometimes We Change Our Minds
Here at LILY, you, our loyal clients, are at the heart of what we do and why we do it. We’re committed to being both responsive and responsible as we move forward with everyone’s safety in mind.
Online Purchases - Return & Exchange Policy
Not in love? Returns are super easy.
Please note — The products you bought from our website store can only be returned online.
Gift orders will continue to receive a printed gift receipt and personalized gift message.
You can receive a full refund within 30 days from the shipping date. After 40 days, we will no longer accept returns.
We are not able to offer exchanges online. If you would like to exchange an item, you’ll need to complete a return and place a new order. LILY does not cover international return shipping costs.
Return & Exchange Conditions
For all returns or exchanges:
- Items must not be washed, worn or damaged.
- All original tags must be attached.
- You must present a valid receipt.
- Swimwear liner must be attached.
Gift cards may not be redeemed for cash or refunded unless required by law. All returned items purchased using a gift card will be refunded as merchandise credit back onto an eGift Card. Nice and simple.
How to Request a Return
Please reach out to our LILY Concierge team for assistance with your return at firstname.lastname@example.org.
How to Mail Back an Online Return
Note: A return postage fee (plus applicable taxes) will be deducted from your refund.
Follow the steps below to complete online returns for online purchases.
- Reach out to LILY Concierge with the following information: your order number, items you’d like to return, address and phone number. They will email you a return label along with any other required shipping documents.
- Pack your items securely in a box and stick the Return Label on top (if you’re using the box we sent your order in, make sure the previous label barcode is completely covered).
- You'll need to ship your item(s) to the return address provided, then share the shipment tracking information with us.
When your refund is complete, we’ll email you right away and let you know. LILY does not refund duties or taxes.
RETURNING MULTIPLE ITEMS FROM SINGLE ORDER
If you’re returning multiple items, please try to include all items in one box and use one Return Label (even if they arrived in separate shipments or boxes). The Return Label used must match the order for the items you’re returning.
RETURNING ITEMS FROM MULTIPLE ORDERS
If you’re returning items from multiple orders, please contact our LILY Concierge to set up your return.
Online Return Refund & Processing
Refunds will be credited to the original method of payment you made on lilystudio.com.
All returned items that were purchased using a gift card will be refunded back onto a gift card.
Once we receive your return package, we’ll process your return within 7 to 10 business days.
Ready to start your return? Contact LILY Concierge at email@example.com.
Hit the Submit Order button before you're ready? We’ll do our best to help. During LILY Concierge hours only, you have up to 30 minutes from the time you click Submit Order to cancel it by contact us at firstname.lastname@example.org.