Returns & Refunds:
Size exchanges:
Size exchanges have no fee, and your new size ships free. Eligible items may be exchanged for a different size within 14 days of delivery, subject to availability and the return conditions below. Return shipping costs are the customer’s responsibility.
We accept returns on eligible items within 14 days of delivery. For regular-priced items, you may choose full store credit with no restocking fee or a refund to your original payment method.
Store credit or refund:
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Full store credit: Receive the full purchase amount paid for your returned items, with no restocking fee.
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Money-back refund: A $12 restocking fee per returned item will be deducted from your refund.
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Sale items: Eligible for store credit only, with no restocking fee.
Return shipping costs are the customer’s responsibility for either option.
Return conditions:
Items must be unworn, unused, unwashed, unaltered and in their original condition and packaging, with both tags and the security ribbon attached. Items must be free of stains, odors, hair, pet hair, deodorant, perfume, self-tanner and other signs of wear.
A receipt or proof of purchase is required. Returns that do not meet these conditions may be declined.
How to request a return:
Email info@lilyhelu.com within 14 days of delivery with your name, order number, the items you wish to return, your reason for returning them, and whether you prefer store credit, a refund or a size exchange.
Once your return is approved, we will email you instructions on how and where to send your package. Please wait for these instructions before shipping your return.
Arrange return shipping with your preferred carrier and retain your tracking number. Return shipping costs are your responsibility.
Processing your return:
Once your return has been received and inspected, we will notify you of its approval. Approved refunds are generally issued within 7 business days of receipt. Your bank or card issuer may require additional time to post the refund.
Original shipping and handling charges are non-refundable, except when the item arrived damaged, defective or incorrect, or where required by law.
Non-returnable items:
Jewelry, gift cards and custom or personalized items are final sale.
Damaged, defective or incorrect items:
Please inspect your order upon arrival. If an item is damaged, defective or incorrect, contact info@lilyhelu.com within 3 days of delivery with your order number and photographs so we can help resolve the issue. The standard return-shipping charges and restocking fee do not apply to these cases.
This policy does not limit any mandatory consumer rights that apply to your purchase.
For any return questions, contact info@lilyhelu.com.
European Union 14 day cooling off period :
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with both tags attached, and in its original packaging. You’ll also need the receipt or proof of purchase.
