Returns & Exchanges

At Lilysure, we strive to ensure our customers are satisfied with their purchases. The quality of products will be strictly inspected and in accordance with international production standards. Therefore, you are advised to look over product pages for more details and accurately select size, color and style. However, we understand that sometimes you might need to return or request a refund for a product. Please review our return and refund policy below to understand the applicable conditions and procedures. If you have any questions or experience a problem with your order, please contact us first. Our customer service team will respond within 1–2 business days.

Returns

You can return your item(s) within 30 days of the date you received the package. To be eligible for a return, the following requirements must be met:

  1. The item(s) must be in their original, unused condition, with all original packaging and labels intact.
  2. A receipt or proof of purchase must be included with the return.

  3. If the item(s) is damaged or defective, please provide a detailed description of the issue and, if possible, include photos as proof.

Please note that some products may not be eligible for return.

  1. Any handmade items possessing customized features.
  2. All clearance items or items purchased with a gift card or store credit.
  3. The product with stain, perfume smell or deforming and in their damaged packaging.

Refunds

You can apply for a refund within 30 days of the date you received the package. To be eligible for a refund, the following requirements must be met:

 

  1. If you receive an item that is damaged, defective or different from what you ordered, please contact us within 30 days of delivery. Include your order number, a description of the issue and clear photos. After verification, Lilysure will arrange a replacement at no additional cost to you. If a replacement is unavailable, you may choose a full refund to your original payment method. 
  2. For returns requested for personal reasons, such as size, fit, color preference, or change of mind, customers may return eligible items for a full refund of the product price. Customers are responsible for return shipping costs, and original shipping charges are non-refundable.
  3. In some cases, Lilysure may offer an optional partial refund of 20%–50% of the product price, allowing the customer to keep the item instead of returning it. The amount will be determined based on the specific order and must be agreed upon by the customer. This option is not guaranteed. Customers who do not accept the partial refund may proceed with the standard return process.
  4. Products purchased during a promotion or with a discount code remain eligible for return unless they were clearly marked “Final Sale.” Damaged, defective or incorrect items remain eligible for assistance even if they were purchased during a promotion.

Once we receive your returned items, we will inspect them and notify you by email whether your refund has been approved. This process takes 5–7 business days. If approved, we will issue your refund to your original payment method within this processing period.

  • If no return is required, we will issue your refund within 5–7 business days of approval.
  • After the refund is issued, please allow an additional 5–10 business days for it to appear in your account, depending on your bank or payment provider.

Order Changes & Cancellations

If you need to cancel or change an order, please contact us within 60 minutes of placing it. We will try to accommodate your request, but cancellation cannot be guaranteed once the order has entered processing or has been shipped.
Please note: If the order has already shipped, it cannot be canceled and must follow the standard return process after delivery. Original shipping charges are non-refundable.

Exchanges

  1. We accept exchange requests for eligible items within 30 days of delivery.
  2. For exchanges requested because of sizing, fit, color preference or another personal reason, the customer is responsible for returning the original item.
  3. For damaged, defective or incorrect items, Lilysure will arrange a replacement at no additional cost.
  4. Please contact us at contact@lilysure.com before returning any item. We will confirm availability and provide the correct return instructions.

Return Shipping

  1. To request a return or exchange, email contact@lilysure.com with your order number, reason for the request, and any relevant photos. Our customer service team will provide the return address and instructions. Please do not send items back without contacting us first.
  2. Customers are responsible for return shipping costs when returning an item for personal reasons. We recommend using a trackable shipping service, as LilySure is not responsible for return packages lost in transit.
  3. If you receive a damaged, defective, or incorrect item, please contact us before returning it. We will arrange a free replacement at no additional shipping cost.

Additional Notes

  1. We recommend using a trackable shipping service and keeping your shipping receipt until your return has been completed. Lilysure is not responsible for return packages lost in transit when no tracking information is available.
  2. We encourage customers to carefully read our returns and refund policy and to make sure all the items are eligible for return.
  3. The Terms & Conditions of our Returns & Refund Policy prevail in the case of miscommunication or otherwise.

If your tracking information shows that the package was delivered but you have not received it, please contact us with your order number and tracking information. We will assist you in contacting the carrier and investigating the delivery.

Contact Us

If you have any questions regarding our return and refund policy, please contact us at contact@lilysure.com. Our customer service team will respond within 1–2 business days. Customer support is available Monday through Friday, from 9:00 a.m. to 5:00 p.m. Eastern Time.