RETURN & REFUND POLICY
RETURN & REFUND POLICY
WE DO NOT OFFER FREE RETURNS – RETURN SHIPPING COSTS APPLY
For hygiene and safety reasons, we do not accept returns or exchanges on hygiene-related products, even if they have not been worn — including, but not limited to, underwear, earrings, and personal care items.
These sales are final.
Return Information
Can I return my order?
Yes, you may return items within 30 days of receiving your order, provided the following conditions are met:
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The order includes all original parts/components and packaging in the same condition as received.
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Only minimal signs of handling — no damage caused by improper use.
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The product is not a hygiene item (e.g. underwear, earrings, personal care products).
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The product was found to be defective immediately upon receipt.
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Return shipping costs are the responsibility of the customer.
Returns are processed within 7–10 business days and will only be accepted if all conditions are met.
We reserve the right to refuse a return if we suspect the item has been used or damaged beyond our responsibility.
How to Return Your Order
If your order meets the conditions above:
Email us at info@lilyandmaeve.com
Please include the following information:
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Order number
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Reason for return
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Photo of the product if damaged
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Full name
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Full address
We will provide you with the correct return address.
Never send a return to the sender address shown on the package.
Refunds for Returned Items
We will issue a full refund if:
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The item is returned to our central warehouse in Asia in its original condition.
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You provide valid proof of shipment and tracking showing delivery to the return address provided.
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The tracking covers the entire shipping journey — partial tracking is not accepted.
⚠️ Failure to follow the return instructions provided by our customer service may result in customs delays or the parcel being returned, making a refund impossible.
Refunds are processed only after the returned item has been received and confirmed by our warehouse.
Cancellations
We accept cancellations within 5 minutes of placing an order.
To cancel, contact info@lilyandmaeve.com immediately.
After 5 minutes, cancellations are no longer possible.
Once delivered, you may request a return in accordance with our return policy.
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Return shipping costs are the responsibility of the buyer.
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Original shipping costs are non-refundable.
Late or Missing Refunds
If you have not received your refund:
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Check your bank account.
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Contact your credit card company.
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Contact your bank — processing times may vary.
If you have completed all these steps and still have not received your refund, contact us at:
info@lilyandmaeve.com
Shipments in Transit
Orders are shipped from Asia, which may result in longer transit times.
If your order is already in transit, cancellation is no longer possible.
You may return the item once it has been received.
Please provide proof of shipment when returning your item.
Damaged or Defective Items
If your item arrives damaged or defective, email info@lilyandmaeve.com with:
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A clear photo of the damaged or defective item.
No solution can be offered without photographic proof.
Address Errors
The address provided at checkout will be used for delivery.
Customers are responsible for ensuring the address is correct.
If you made an error, contact info@lilyandmaeve.com as soon as possible to check whether a change can still be made before shipment.