We aim to provide you with a return service that is easy and convenient so that you can start wearing the product you want as soon as possible. There are however, some requirements that we ask you to follow before returning a product to us. Please read the following information carefully as it will help you to understand our policies and will ensure that we can assist you in the best possible way.

RETURNS

OUR POLICY

Underwear:

Due to hygiene reasons, we do not offer any returns or exchanges on underwear products. We can't guarantee that a customer has not worn the underwear and consequently, we can't restock opened packages.

Other Products:

Other products may be returned to us for a credit voucher or a refund if you are not completely satisfied with your purchase, provided that it is returned in accordance with the following conditions:

  • The product is in perfect condition. This means it is unmarked, unworn, unwashed and odour-free.
  • We receive your return request email within 60 days after the package was shipped.

RETURNING A PRODUCT

If you decide to return a product, please send us an email at hello@lilyintimates.com or using our contact page to initiate the process. Please note that we do not issue return labels and we do not cover postage costs.

PROCESSING YOUR REFUND

1 - When we receive your return, all products are inspected thoroughly for damage and wear to ensure we only sell products to our future customers in perfect condition. If there are any signs of damage or wear, we may return the product(s) to you.

 2 - If the return is approved, we can issue a refund or credit voucher. The refunded amount is credited back using the original payment method. (Please note that it usually take between 3-5 business days for Paypal or your bank to process refunds).

Although we aim to process all refunds as quickly as possible, it can take us up to 5 days from the date we receive your return. Remember there is also transit time from you sending it, to us receiving it, which could be up to a week depending on what postal service you use. 

DO NOT RETURN TO SENDER. This does not constitute a legitimate return and as such will not be refunded.

MANUFACTURING FAULTS

We believe our products are made to an exceptional standard but you are protected if there is a genuine manufacturing fault in the product you have purchased. If you believe your product has a manufacturing fault, please take a photo of the fault or issue and email us at hello@lilyintimates.com with the picture attached and a description of the fault. Please also include the original order information including order number, name and date. We can get a pretty good idea from your picture how to proceed. There are several different options:

  • If we can clearly see the fault and believe the product has not performed as it should we will offer you the choice of another product to the equal value of your original purchase or a refund.
  • If we cannot see the fault clearly and the product requires additional inspection we may ask for more pictures.

If we deem the product to be faulty we will offer you the choice of another product to the equal value of your original purchase or a refund.

  • If we believe the product has been mistreated or has performed for a reasonable period of time, we will inform you that your return request has not been approved.

INCORRECT PRODUCT

We employ real people in our warehouse and sometimes mistakes do happen. If an error occurs with your order we truly apologize for the inconvenience and ask you to email hello@lilyintimates.com immediately so we can rectify the problem at no cost to you.