Return and Refund Policy

Please read our return policy carefully:

No exceptions will be made, as you accepted the terms at the time of purchase.

By placing your order, you confirm that you accept our General Terms and Conditions, including the return and refund policy, which forms an integral part of the purchase agreement.

Return Procedure

You have 30 days from the date of receiving the product to return it. If this period is exceeded, we unfortunately cannot offer you a refund or exchange. The returned product must be in the same condition as you received it, meaning unused, with original tags, and in its original packaging. For products with hygiene considerations, the product must be thoroughly cleaned before initiating the return procedure.

The customer is required to check the product immediately after delivery and report any defects or inaccuracies as soon as possible, preferably within a reasonable time after receipt.

For hygiene reasons, certain products, such as underwear, tights, or certain personal hygiene items, cannot be returned. For claims, products can only be returned in accordance with the applicable rules.

To initiate the return procedure, send an email to info@lilysydney.com stating the order number, the reason for the return, photos of the product (in case of damage), and your contact details. We recommend providing proof of shipment for the returned products, such as the shipping tracking number. If the customer chooses their own carrier, we are not responsible for lost shipments.

Refund Procedure

After receiving and inspecting the returned products, we will send you an email to notify you of the acceptance or rejection of your refund. If approved, the refund will be automatically processed to your original method of payment within 14 calendar days of receiving the returned items or notification of the return.

The refund may be suspended or refused if the products are not in the required condition, have been used, or have been damaged. If you haven’t received your refund after 30 days, please check your bank account again. If the amount still does not appear, please contact us at info@lilysydney.com

Costs

The cost of returning the products is borne by the customer. You have the right to choose your own carrier. We recommend using a trackable shipping service to be able to prove delivery. All risks and costs associated with transport, including potential loss or deterioration, are entirely the responsibility of the customer.

Returns must be shipped to China and the shipping costs amount to at least 25 euros, which are the customer's responsibility. All costs related to returning the products, including customs duties and other taxes, are also borne by the customer. If products are returned without the proper documentation or without payment of all fees, the return may be refused.

Exceptions

For claims, products must be returned to our company's address. If you receive a defective or incorrect product, we will send you a replacement product free of charge. If the error repeats, the full amount will be refunded to you.

Orders cannot be canceled after they have been shipped, due to our automated system.

Non-Returnable Products

Products that are liable to deteriorate quickly, such as food, flowers, or plants, cannot be returned. Special orders or customized products, as well as personal care items, such as cosmetics, cannot be returned. We also do not accept returns of hazardous materials, flammable liquids, or gases. Backorders and gift certificates also cannot be returned.

If you have questions regarding specific products, please contact us.

Damaged or Incorrect Products

Check your order immediately upon receipt. If the product is defective, damaged, or incorrect, contact us immediately so we can resolve the issue. Damaged or incorrect products will be replaced free of charge.

Orders Not Received

If your order has been delayed due to unforeseen circumstances, such as customs inspection, we can refund you upon request, provided that more than 60 days have passed. If less than 60 days have passed, we cannot issue a refund.

Order Modification and Cancellation

If you need to modify the size or color of your order, we will endeavor to contact the carrier. However, we cannot guarantee that modifications will be possible, especially if the order has already been shipped.

Disputes

If the buyer initiates a dispute procedure via their credit card or PayPal without having first contacted our customer service, this may complicate the return or refund procedure. We recommend always contacting our customer service first so we can find the best possible solution together.

Customer Service and Other Provisions

After receiving and checking the returned products, we will inform you whether the refund has been approved. If so, the refund will be processed via the original payment method within 14 calendar days. Please note that processing the refund may take a few days from your bank or card issuer.

If you have not received your refund within 15 business days of the return being approved, please contact us at info@lilysydney.com

The customer assumes the risk of loss or deterioration of the products from the moment the shipment is received. We are not responsible for delays caused by third parties, such as postal services, customs authorities, or shipping companies. Before filing a claim, you must contact our customer service by email at info@lilysydney.com. We typically respond within 3 business days and ask our customers to be patient and give us the opportunity to resolve the issue internally.