At lily + ellis, we are committed to ensuring your satisfaction with every purchase. Our goal is to provide a seamless experience, from selection to delivery, ensuring that each product meets your expectations.

RETURNS

If for any reason you are not entirely satisfied with your purchase, we are here to help. Returns and exchanges are accepted within 30 calendar days from the date you receive your order. To be eligible for a return or exchange, your item must be unused, in the same condition that you received it, and in its original packaging. The product must not be lit, scratched, labels removed, or altered in any way.

Please note:

• Sale items, personalized and custom pieces, and items bought with promotional discounts are final sale and cannot be returned.
• Products purchased at full price are the only items eligible for a return.
• If you have received a damaged or incorrect item, please contact us immediately. We will ensure that the issue is resolved as quickly as possible, either through a refund or replacement, as per your preference.
• You will be responsible for covering the return shipping costs, except in cases of damaged or incorrect items.

To initiate a return or exchange, please contact our support team at support@lilyandellis.com, detailing your order number and the issue at hand. We will provide you with the necessary instructions and support to ensure a smooth process.

REFUND

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 1-3 business days, and a credit will automatically be applied to your original method of payment. Please note that original shipping fees, duties, and taxes incurred on your original delivery are not refundable.

 

EXCHANGES

If you opt for an exchange, the process will be initiated within 1-3 business days after we receive the returned item. Any outstanding balance must be cleared before the exchanged item is shipped out.

 

DAMAGED OR INCORRECT ITEMS

In the unfortunate event that you receive a damaged or incorrect item, please contact us immediately with a photo of the item at support@lilyandellis.com. We are dedicated to addressing and resolving such issues promptly, offering a replacement or refund within 30 days of purchase.

 

FINAL NOTE:

We understand that every situation is unique, and our team is here to provide personalized assistance, ensuring that your queries are addressed, and a suitable resolution is found. Please note that refunds and exchanges are handled on a case-by-case basis, and not all returns are treated the same. If you have any questions or need further clarification, do not hesitate to reach out to us.

Join us in creating positive spaces, and thank you for choosing lily + ellis.