How can I return something?

When a piece of clothing does not fit, is different than what you expected or there is a fault, you can return the item. Which steps do you have to follow?

Step 1: Send and e-mail to our customer service (sales@LilyandtheLady.com). Please include the number of your delivery receipt, the article number and the reason why you want to send back the article. Within 48 hours you will receive an e-mail with a return number.

In some cases you can not return the article. The articles can not be worn or used. The security tag needs to stay adjusted to the article. For hygiene reasons, earrings, stockings and leggings can never be returned once the original package has been opened.

Step 2: Please return the articles to the following address:

Lily and the Lady Retours
Parijsstraat 33
3211 Binkom
Belgium

The return number must be mentioned on the package so it is possible to identify your order and the e-mail correspondence has to be printed and included in the box. If this is not the case, we can not handle your return and will not be able to refund your item.

Step 3: We will refund your money or send you a voucher. If you want a full refund, you will have to pay the shipping rates. When you choose to be refunded through a coupon, we will pay the shipping rate. Do not forget that the return number needs to be clearly indicated on all documents. When you have paid for your article with a coupon, you can only be refunded through a coupon. If an article has a fault, we will refund the shipping costs after we've received the proof of payment.

What do I do when an article has a fault?

Please send an e-mail to  sales@LilyandtheLady.com  within 30 days after you've received your order and mention clearly what the problem is with the article. You will get a return number that you should mention on the package and the e-mail correspondence should be included in the package.

After you have sent back the article there will be a quality check, and if your item does have a fault, we will refund the article and your shipping costs up to 12,50 euros.

What do I do when an item doesn't fit or it doesn't meet my expectations?           

If you've received the item and it doesn't meet your expectations, you can return it. You can learn how to do this in the return procedure. The customer service (sales@LilyandtheLady.com) needs to be alerted of your return within seven days. You will receive a return number. Once you have this, you get 7 work days to send the item back. If it is sent later, Lily & The Lady will not be able to accept your return.

You can choose to receive a refund or a voucher. When you choose a voucher, Lily & The Lady pays for the shipment of the item to you (up to €12,50) and back to the head office. In this case, please do not forget to send us the receipt of payment for the shipping.

Lily & The Lady can not accept articles that are worn, used or damaged by the customer. Earrings, leggings and stockings can not be returned once the original packaging is opened, due to hygienic reasons.

What do I do when I change my mind and choose not to buy the item?

Please contact Lily & The Lady as soon as you can. If you reach us before we ship your order, you will not be charged. If the items have been sent, you will have to follow the return procedure. Within 48 hours of alerting us, you will receive an e-mail with the confirmation of your cancellation or a return number in case the shipment has been sent. After you receive your return number, you have seven days to return the item.

Do remember: once the package is opened, the case is no longer considered renunciation but a return.

Can I return an item that I bought on sale?

Unfortunately, we can not accept returns of sales items.

 

 

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