Refund Policy – Lillypulitzen

At Lillypulitzen, we want you to be fully satisfied with your purchase of our resort wear—whether it’s a flowy dress, performance activewear, stylish swimwear, cozy loungewear, or curated accessories. If an item doesn’t meet your expectations, we offer straightforward refund options to ensure a stress-free experience. This policy outlines all details related to eligibility, request processes, timelines, and exceptions for refunds.

1. Eligibility for Refunds

To qualify for a refund, your return must meet the following criteria:

  • Timeframe: The refund request must be initiated within 30 days of the delivery date (as confirmed by your shipping tracking information). Requests submitted after 30 days will not be approved, unless otherwise specified for defective or damaged items (see Section 4).
  • Item Condition: Items must be in their original, unused, and unworn condition with all original tags, labels, and packaging intact. This includes:
  • No signs of wear, stains, odors, or alterations (e.g., hemmed dresses, cut tags).
  • Swimwear must have the original hygiene liner attached—returns without the liner will be rejected, as they cannot be resold.
  • Accessories (e.g., scarves, hats) must be unopened or in their original protective packaging.
  • Proof of Purchase: You must provide a valid order number (found in your order confirmation email) when initiating a refund request. We cannot process refunds without verifying your purchase.
  • Exceptions: The following items are non-refundable:
  • Final sale items (clearly marked “Final Sale” on the product page at the time of purchase).
  • Custom or personalized items (e.g., monogrammed accessories) made to your specific requests.
  • Gift cards (physical or digital) – these are non-refundable and non-transferable.

2. How to Request a Refund

Follow these steps to initiate a refund for an eligible item:

  1. Submit a Refund Request: Email our customer service team at [email protected]. In the email, include:
  • Your full name and order number.
  • The name and SKU (if available) of the item(s) you wish to return for a refund.
  • A brief reason for the refund (e.g., “wrong size”, “changed mind”).
  • Optional: Photos of the item (if it’s defective or damaged—see Section 4).
  1. Receive Return Instructions: Our team will respond within 1 business day to confirm eligibility and provide a pre-paid return shipping label (for domestic orders) and a return authorization number (RA#). Write the RA# clearly on the outside of your return package—packages without an RA# may be delayed or rejected.
  • For international orders: We do not provide pre-paid return labels. You will be responsible for covering return shipping costs, and we recommend using a trackable shipping service (we are not liable for lost or undelivered international returns).
  1. Ship the Item: Pack the eligible item securely (preferably in its original packaging) and attach the pre-paid return label. Drop off the package at the designated shipping carrier location (e.g., USPS, UPS) as soon as possible—delays in shipping may affect your refund eligibility.

3. Refund Processing Timeline & Method

Once we receive and inspect your returned item, we will process your refund according to the following timeline:

  • Inspection Period: After your package arrives at our warehouse, we will inspect the item(s) within 3-5 business days to verify they meet our eligibility criteria.
  • Refund Approval/Rejection: If approved, we will send you a confirmation email. If rejected (e.g., item is worn or missing tags), we will email you with a detailed explanation and arrange to ship the item back to you (you will be responsible for return shipping costs for rejected items).
  • Refund Disbursement: Approved refunds will be issued to the original payment method used for the purchase (e.g., credit card, PayPal, Apple Pay) within 5-7 business days of inspection.
  • Note: The time it takes for the refund to appear in your account may vary by your bank or payment provider (some may take an additional 2-3 business days to process the transaction).
  • Shipping Cost Refunds: We only refund original shipping costs if:
  • The item was defective, damaged, or incorrect (sent by our error).
  • We canceled your order due to stock unavailability or a processing error.
  • Shipping costs are not refunded for change-of-mind returns or international returns.

4. Refunds for Defective, Damaged, or Incorrect Items

If you receive an item that is defective (e.g., torn fabric, broken hardware), damaged during shipping, or incorrect (e.g., wrong size/color sent), we offer enhanced refund support:

  • Timeframe: Report the issue within 7 days of delivery (instead of 30 days) by emailing [email protected] with your order number and clear photos of the defect/damage or incorrect item.
  • Return Shipping: We will provide a free pre-paid return label (domestic and international) for the faulty item.
  • Refund Options: You may choose:
  • A full refund (including original shipping costs) to your original payment method.
  • A replacement item (if in stock) at no additional cost (we will cover shipping for the replacement).
  • Expedited Processing: Defective/damaged/incorrect item refunds are prioritized—inspection and processing will be completed within 2-3 business days of receiving the return.

5. Special Cases & FAQs

5.1 Gift Purchases

If you received a Lillypulitzen item as a gift and wish to request a refund:

  • You will need the original order number (provided by the gift giver) and the gift receipt (if available).
  • Refunds for gift purchases will be issued as store credit (in the form of a digital gift card sent to your email) instead of being sent to the original payment method. Store credit never expires and can be used for any future purchase on our website.

5.2 Order Cancellations

If you cancel an order within 24 hours of placement (before it is processed and shipped), we will issue a full refund to your original payment method within 3-5 business days. If the order has already been shipped, you will need to follow our standard return and refund process (Section 2-3).

5.3 Lost or Undelivered Returns

We are not responsible for lost, stolen, or undelivered return packages unless you used the pre-paid label we provided (domestic orders only—we can track these via the carrier). For international returns or returns sent without a trackable service, we recommend keeping proof of shipping (e.g., a tracking number or delivery receipt) to resolve disputes.

6. Contact Us for Refund Inquiries

If you have questions about your refund status, eligibility, or need assistance with a request, please contact our customer service team at:

  • Email: [email protected] (include your order number and refund request details in the message)
  • Response Time: We aim to reply to all refund inquiries within 1-2 business days.

Thank you for choosing Lillypulitzen. We appreciate your trust in our brand and are committed to making your refund experience as smooth as possible.