I. RETURN & REFUND POLICY
Time: We have a 30 days return policy, which means you have 30 days after receiving your item to request a return. If 31 days have gone by since you received the item, unfortunately, we can’t offer you a full refund or exchange.
This Returns Policy applies to all purchases made through our website accept the return of products that were shipped out by us and if the item is damaged, defective or in wrong specification, and if there is a case of missing parts of order.
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 need the receipt or proof of purchase.
Additional non-returnable items: Gift cards, downloadable software products, some health and personal care items.
To start a return, you can contact us at [email protected] within 30 days from the arrival date. We are willing to assist you as long as you reply and follow our requests but if you did not reply to us within 3 days from our last email and 30 days passed, your request will be rejected.
Please carefully follow our return process to minimize any delays:
1. Describe the problem with your item in detail: What happened? When? How? Please also state your full order number and product code (SKU number).
2. Tell us what steps you have already taken to resolve the issue.
3. Provide the item code indicated on the outer packaging.
4. Send a clear photo or video showing the defect(s); these should be taken under good lighting.
NOTE: Photos/videos should ideally be clear and focused, taken under good lighting conditions, and from a close to medium distance. This allows us to identify and verify the issue(s). We will always do our very best to help you. Thank you in advance for providing all the information stated above.
We’ll notify you of the approval or rejection and the details on how to proceed the return via email. Please note that items sent back to us without first requesting a return will not be accepted.
2/ Refunds (if applicable)
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.
Most financial institutions will take an average of 3-5 business days to process the refund, however, it could take longer.
-PayPal refunds may take up to 48 hours to process and appear in your account.
-Credit card refunds will take between 7-14 business days to appear in your account. This delay depends entirely on your credit card company and any intermediaries. Please allow up to 14 business days for your financial institution to reflect the refund on your statement prior to contacting us. For more information, we recommend contacting your credit card provider.
- The shipping fee for returning the product back will be paid by the customer and is non-refundable
- During the return shipping, the customer is responsible for any and all customs charges, duties or tariffs during the items return to our warehouse. In these cases we will deduct the customs fees from your authorized refund amount.
- Lilyfasteners will by default resend the item to the customer via Flat Rate Shipping. If the customer wants to utilize a faster shipping method, the relevant shipping fee is applicable.
- In case of any misuse, any and all repairs, accessories and shipping fees, both ways, are fully the customer’s responsibility and are at their own expense.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]
3/ Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email via our email: [email protected]
For exchanges, the processing time for the exchanged item will be between 3-6 business days, upon receiving your item back, and depending on stock availability.
All customers are responsible for their own return shipping costs. We recommend that you send your return with a tracking option via USPS, UPS or FedEx insured parcel post because We will not be responsible for lost return
Missing Item(s), Wrong Item(s) or Incorrect Package Sent
Please be sure to open the parcel and carefully check the contents before signing for the package.
For any issues, please carefully follow our return process to minimize any delays:
1. Contact our Support Team via email: [email protected] with your order number and the product code (SKU number).
2. Please send us a clear picture of the outer packaging, all shipping labels visible, and (if applicable) the item received.
– If there is a item missing, we will resend the missing item/accessory for free within the warranty period.
– If we have shipped the wrong item: we will either refund you in full or dispatch an alternative item (if applicable and available). Lilyfasteners will decide whether you need to return the wrong product or not and compensate the return shipping fee when we receive it.
We do not accept returns or exchanges if
The item(s) have been worn or washed
The item(s) have been altered in any way
The item have been defective from the original and salable condtion, unless the condition is our fault
The item(s) do not have the original tags on them
The item(s) were a Final Sale item
For cancelling your order, you should email to [email protected] winthin 6 hours of placing the order. We only accept cancelation requests within 6 hours from the placing time. Every cancellation request which is raised later than 6 hours from the purchasing time will not be accepted. However, please be well-informed that if you cancel order, 30% of your total order value should be charged for the cancellation because we need to pay for management, processing, and transaction fee on Stripe. So you will receive 70% of order cost
III. CHANGE ORDER INFORMATION POLICY
If you realize you have made an error in shipping address or purchasing, simply e-mail us as soon as possible. We will support you to correct the information.
Please be noted that: we can only change your order information within 6 hours. You, the customer will void any replacements or refunds if correct shipment information isn’t provided within 6 hours.
Please check the order confirmation email which is sent to you right after your order is placed to check all the information.
Note: In case you want to change product(s) in your order or cancel an order to re-order for the other item(s) from our store, we will not refund you directly by the original payment method. Instead, we will provide you with a discount code having the same value as the old(cancelled) order.
You can apply the code to deduct the price of the new order. Please note that the value of the new order should be higher than the old (cancelled) order’s. If the price of the new order is lesser than the old (cancelled) order, we are sorry that we can not refund the rest value of the discount code.
1. You must provide all information and/or documentation in connection with your order(s) placed in our store upon request. We reserve the right to suspend or terminate your customer account if you fail to provide the information and/or documentation requested or if you provide inaccurate or fraudulent information.
2. We shall not be responsible for any damage, claims, liabilities, costs, harms, inconveniences, business disruptions, or expenditures of any kind that may arise as a result of or in connection with any used or stored products purchased from our store.
3. When you submit a purchase, the risk of order loss is transferred from our store to you/your party once your order is delivered to the carrier. You will bear all related liabilities and risks during the third-party transportation of your order.
4. We shall not take any liabilities for any loss or shipment delivery failure due to: recipient’s unavailability, incorrect or insufficient addresses, or package refusal Therefore, kindly ensure your information is correct before checking out. After your order is completed, if you find any mistakes in the order confirmation, please contact us at [email protected] as soon as possible to receive prompt support.