Refund Policy

Welcome to Lily & Lace

We are committed to providing an exceptional customer experience. If you are not satisfied with your purchase, please refer to our return and refund policy below.

1. Shipping

We ship our products throughout Europe. Delivery times range from 7 to 8 working days, depending on the destination. Shipping is free.
Once your order has been shipped, you will receive a confirmation email with a tracking number.
In case of delays or shipping issues, please contact us via the "Contact" tab at the bottom of the page or by email at contact@lilyandlace.com.
The risk of transport is transferred to the customer as soon as the items leave our warehouse, unless otherwise specified.

2. Return Conditions

Items can be returned within 14 days after receiving your order, subject to the following conditions:

  • The product must be in its original condition, unused, and in its original packaging.
  • Proof of purchase (invoice or receipt) is required to process the return.
  • Certain types of products are not eligible for return, including:
    • Perishable products (food, flowers, newspapers, magazines).
    • Intimate or sanitary products.
    • Hazardous substances or flammable liquids/gases.
    • Gift cards, downloadable software, and some health or personal care products.

3. Return Procedure

To initiate a return, please follow these steps:

  1. Contact our customer service by email at contact@lilyandlace.com or via our contact form.
  2. Provide your order number, product details, and reason for return.
  3. Wait for our return authorization along with shipping instructions.
  4. Send the item to the following address:
    2B rue Choiseul, Ferney-Voltaire, 01210, France.

4. Return Shipping Fees

Return shipping costs are the responsibility of the customer, unless the product is defective or does not match the order placed.
If you are returning a product valued over €75, we recommend using a tracked shipping service or purchasing shipping insurance. We do not guarantee the receipt of the returned item.

5. Refund Processing

Once your return is received and inspected, we will notify you via email about the acceptance or rejection of your refund.
If your return is approved, your refund will be processed to your original payment method within 5 to 10 working days.
Original shipping fees are non-refundable unless there was an error on our part.

6. Delays or Missing Refunds

If you haven’t received your refund yet, please follow these steps:

  1. Check your bank account.
  2. Contact your card issuer – there may be a processing delay.
  3. Contact your bank – processing may take some time.
    If, after these steps, you still haven’t received your refund, please contact us at contact@lilyandlace.com.

7. Defective or Damaged Products

If you receive a defective or damaged product, please contact us within 48 hours of delivery, providing photos of the product and packaging. We will take the necessary actions for a replacement or refund.

8. Sale Items

Only regular-priced items are eligible for a refund. Sale or discounted items are not refundable.

9. Exchanges

We only replace defective or damaged items. To request an exchange, please contact us at contact@lilyandlace.com and send your item to:
2B rue Choiseul, Ferney-Voltaire, 01210, France.

10. Gifts

If the item was marked as a gift during purchase, you will receive a gift credit equivalent to the value of the returned item.
If the item was not marked as a gift, the refund will be issued to the original purchaser.