Return Policy

Lilly’s Wardrobe

1. ORDER CONFIRMATION & ACCEPTANCE

By placing an order on our website, you confirm that you have read, understood, and agreed to this Return & Refund Policy.

By completing a purchase, you acknowledge that:

  • You have reviewed and accepted our return conditions and timeframes

  • You agree to follow the return procedure described below

  • In case of disputes or chargebacks, this policy together with order records, tracking data, and communication history may be used as supporting documentation

2. RETURNS

If you are not fully satisfied with your purchase, eligible items may be returned within 30 days after delivery.

2.1 Return conditions

To qualify for a return, the following requirements must be met:

  • Items must be unused, unworn, unwashed, and in original condition

  • All original packaging must be included

  • Products may only have been handled for basic inspection (like in a store)

  • Return shipping costs are the responsibility of the customer

We reserve the right to refuse returns if items show signs of wear, damage, misuse, or any condition that prevents resale and is not caused by us.

3. HOW TO REQUEST A RETURN

To start a return process:

  1. Contact us at info@lillys-wardrobe.com within 30 days of receiving your order

  2. Include the following information:

    • Order number

    • Full name

    • Shipping address

    • Reason for return

    • Photos of the item (if damaged or defective)

  3. Wait for confirmation and return instructions before sending anything back

Important:

  • Do not send items back without approval

  • Unauthorized returns may be rejected

  • We recommend using a tracked shipping service and keeping proof of shipment

4. PROCESSING RETURNS

Once your return has been received and inspected:

  • Processing is usually completed within 7 business days

  • Refunds (if approved) are issued using the original payment method

We reserve the right to deny refunds if the returned product does not meet return conditions.

5. DAMAGED OR DEFECTIVE ITEMS

If your order arrives damaged or defective, please contact us within 48 hours of delivery at info@lillys-wardrobe.com.

Please include:

  • Order number

  • Description of the issue

  • Clear photos or a video showing the defect

Resolution options may include:

  • Replacement (if available)

  • Alternative solution depending on the situation

  • In some cases, return of the item may not be required

Replacement processing time is typically 7–14 business days.

6. LOST, DELAYED, OR UNCLAIMED PACKAGES

If a package is delayed or appears lost:

  • Contact our support team with your order number and tracking details

  • We will assist in investigating the shipment with the carrier

  • If confirmed lost, we may issue a replacement or refund

If a package is:

  • refused at delivery

  • not collected

  • returned due to an incorrect address

A fee of $35 CAD may be deducted from the refund to cover handling and logistics costs.

7. CANCELLATIONS

Orders may be cancelled within 30 days of receipt, in accordance with applicable consumer protection laws.

However, because our fulfillment process is automated, orders cannot always be stopped once they have been shipped.

  • If the order has not shipped yet: you may request cancellation by contacting us

  • If the order has already shipped: you must follow the return process after delivery

All cancellation requests must be sent to info@lillys-wardrobe.com.

8. DISPUTES & CHARGEBACKS

If you experience any issue with your order, we strongly encourage you to contact us first so we can resolve it quickly and fairly.

If a chargeback or payment dispute is initiated, we may provide your payment provider or bank with:

  • Order confirmation details

  • Tracking information

  • Communication history

  • Product photos (where applicable)

Opening a dispute without prior contact may delay resolution.

9. IMPORTANT INFORMATION

  • All returns must be sent to our designated international warehouse at the customer’s expense

  • We are not responsible for delays caused by shipping carriers or customs processing

  • Returned items must be in a clean and resellable condition

  • Items returned in used, damaged, or unsanitary condition will not be accepted

  • Return shipping costs are non-refundable

10. CONTACT

For any questions about returns, refunds, or your order, please contact our support team:

info@lillys-wardrobe.com