Refund/ Return Policy

Refund and Return Policy

At Lillygarment, we want you to love every piece you receive. We understand that shopping for clothing online can sometimes be uncertain, and we are here to make the process as reassuring as possible. If for any reason you are not completely satisfied with your purchase, we are happy to offer a straightforward return and refund process, subject to the terms outlined below.

Please read this policy carefully before initiating a return. Should you have any questions, our support team is always available to assist you.

Return Eligibility

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

• The item must be in its original condition, unworn, unwashed, and free from any damage, odours, or signs of use.

• All original tags and labels must remain attached to the garment.

• The item must be returned in its original packaging, including any protective bags or boxes provided.

• Returns must be initiated within 30 days of the date you received your order.

Please note that we are unable to accept returns for items that have been worn, washed, altered, or damaged after delivery. Intimate apparel, including lingerie and sleepwear, may be subject to additional restrictions for hygiene reasons. We kindly ask that you try on such items over your own undergarments to ensure they remain in a returnable condition.

How to Initiate a Return

To begin the return process, please follow these steps:

1. Contact us at lillygarment@outlook.com with your order number and the reason for your return. Please include clear photographs of the item if you are reporting any defects or discrepancies.

2. Our team will review your request and provide you with a return authorisation and instructions on where to send your package.

3. Package your item securely, including a copy of your order confirmation or your order number, and ship it to the address provided in our return instructions.

We recommend using a tracked shipping service for your return, as we cannot be held responsible for items that are lost or damaged in transit back to us. The cost of return shipping is borne by the customer, unless the return is due to a defect or an error on our part.

Refund Process

Once your return package is received and inspected, we will notify you of the approval or rejection of your refund. If approved, we will process the refund to your original payment method within 5 to 7 business days. Please note that the time it takes for the refund to appear in your account may vary depending on your bank or payment provider.

Refunds will be issued for the full purchase price of the returned item, excluding any original shipping charges unless the return is due to our error. In cases where we provided free shipping on your order, we reserve the right to deduct the actual shipping cost from your refund.

Exchanges

If you wish to exchange an item for a different size, colour, or style, please contact us at lillygarment@outlook.com to check the availability of the desired item. We recommend initiating a return for the original item and placing a new order for the preferred piece, as this ensures you receive your new item as quickly as possible. We will work with you to facilitate the exchange process smoothly.

Defective or Incorrect Items

We take great care in ensuring the quality of every garment we send out. However, in the rare event that you receive a defective item or an incorrect order, we sincerely apologise. Please contact us immediately at lillygarment@outlook.com with your order number and clear photos of the issue. We will arrange for a replacement or a full refund, including any shipping costs incurred, as quickly as possible.

Non-Returnable Items

For hygiene and safety reasons, the following items are not eligible for return:

• Sleepwear sets and lingerie, unless they are unopened and still in their original sealed packaging.

• Items marked as final sale or clearance on our website.

• Gift cards or promotional vouchers.

Late or Missing Refunds

If you have not received your refund after it has been approved, please first check with your bank or credit card provider, as processing times can vary. If you have done this and still have not received your refund, please contact us at lillygarment@outlook.com, and we will investigate the matter promptly.

Return Address

The return address will be provided in your return authorisation email. Please do not send items back to us without first obtaining return authorisation, as this may result in delays or inability to process your request.

Contact Us

If you have any questions about our refund and return policy, or if you need assistance with a return, please do not hesitate to reach out. We are here to help and will respond to your inquiry as quickly as possible.

You can contact us at:

lillygarment@outlook.com

We value your trust and are committed to ensuring your experience with Lillygarment is nothing short of wonderful.

With appreciation,
The Lillygarment Team