Exchanges and Returns

Returns & Exchanges

LilyElegance Returns and Exchange Policy

At LilyElegance, we are committed to ensuring your satisfaction with every purchase. For this reason, we offer a clear and efficient returns and exchange policy. If you need to return or exchange a product, please read the following guidelines carefully:

Contact Our Customer Service First
Before sending any item back for return or exchange, we kindly ask that you contact our Customer Support Team via email at support@lilyelegance.com to receive proper instructions and guidance on how to proceed.

Order Cancellation / Change of Mind

If you receive your product in perfect condition but are not satisfied with your purchase, you may request a cancellation by contacting our Customer Support at support@lilyelegance.com.

Change of Mind Conditions:

In accordance with consumer protection laws, you have up to 7 days from the date of delivery to notify us of your intention to cancel the purchase.
The product must be returned in its original packaging, with all manuals and the proof of purchase, and must show no signs of use.
Items that do not meet these conditions will not be accepted and will be returned to the sender.
Refunds will be processed only after the product has been received and inspected at our Distribution Centre.

Used items will not be accepted.
Please note: after a return request is analysed, the item will be held in our warehouse for up to 30 days. If the return is not completed, shipping fees will apply for resending the item (rates vary depending on your location—please contact our support for more details). If the customer refuses to proceed with the return or fails to send the return label, the product may be discarded after this period.

Exchanges

For clothing and footwear, we recommend carefully checking the sizing chart (in centimetres) provided on our website to ensure a proper fit.
For items with an alleged manufacturing defect, we offer a 30-day warranty period from the date of delivery to request a product assessment.

Exchange Procedure:

The item must be returned to the address provided by our support team, in its original packaging, along with the proof of purchase.
Please also include a brief written explanation of the defect, describing how the product was used.
The defect assessment will be carried out by our suppliers, and the process may take up to 10 working days from the date of receipt.

If the claim is approved:

You will receive a replacement item at no additional cost.
If the original item is out of stock, you may choose a different item of equal value.

If the claim is denied:

The item will be returned to you without a replacement.

Returns and Exchanges for Costumes and Used Clothing

Please note that we do not accept returns or exchanges for costumes or any items of clothing that have been worn or show any signs of wear. This includes, but is not limited to:

-Any type of costume (Halloween, characters, etc.)

-Underwear and swimwear

-Used sportswear

-Clothing showing signs of wear, such as stains, odours, damage, or any change from its original condition

It is the customer's responsibility to inspect the product upon delivery and ensure it is in satisfactory condition before use.

For more details, please visit our dedicated Returns & Exchanges section on our website.
The return/exchange address will be provided after the completion of the request analysis.

Kind regards,
The LilyElegance Team