Refund policy
Unfortunately, we cannot accept returns on personalized items, digital items or services, sale items or gift cards. For regular items that were not customized in any form, or ordered specially for you, we have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also be responsible for shipping both ways, that is original shipping fee will not be refunded and you will be responsible for shipping it back as well. A restocking fee of 15% will also apply on certain products.
To start a return, you can contact us at liluleonorders@gmail.com.
If your return is accepted, we’ll send you a return shipping label which will be deducted from your order amount, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. For items shipped back to us without a request, you will have to pay for shipping again in order for us to reship back to you.
You can always contact us for any return question at liluleonorders@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and special order items. We also do not accept returns for digital services such as graphic design, digitizing, marketing or any virtual services. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on personalized items, sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Please note: To be eligible for an exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also be responsible for shipping both ways, that is original shipping fee will not be refunded and you will be responsible for shipping the item back as well. Item must be the same type or same or lesser price. You may request to pay the difference if you would like to upgrade.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at liluleonorders@gmail.com.
Cancellations
Physical orders may be cancelled within One (1) day of placing the order, a full refund will be issued only if no work has been started. If artwork has been prepared or items have been ordered, a restocking fee of at least 15% or cost of service (for example digitizing services have a fee of $25) may apply. Please note that once the item has been approved to proceed, we can no longer accept cancellations for full refunds. We may be able to do a partial refund if the item has not left our location.
Packages Returned to Sender
We do not accept returns without prior request. If a package is returned to sender for having the incorrect address (but was provided by customer incorrectly) the customer will have to pay shipping fee again in order for us to ship again. If for any reason there was an error on the address on our behalf, and customer provided the correct address, the item will be reshipped at no cost to customer.