Refund policy

Last Updated: 16 October 2026

1. Return Window

At Lilavyn.com, customer satisfaction is our priority.

We offer a 30-day return policy, which means customers may request a return within 30 days after the delivery date.

Customers must contact us before returning any item. Returns sent without prior approval may not be accepted.

2. Return Eligibility

To be eligible for a return, items must meet the following conditions:

• Items must be unused, unworn, and in the same condition as received.
• Items must be returned in the original packaging.
• All original tags and accessories must be included.
• Proof of purchase, such as an order confirmation or receipt, must be provided.

Items that have been worn, washed, damaged, altered, or used may not be eligible for return.

3. Return Process

To request a return:

1. Contact us at hello@lilavyn.com with your order number and reason for the return.
2. Our team will review your request and provide return instructions if your request is approved.
3. Once approved, we will provide the correct return facility address for your item.
4. Carefully package the item and send it according to the provided return instructions.

Please do not send returns to the original shipping address or any address without prior authorization.

Returns must be sent to the designated return facility provided by our customer support team.

4. Return Shipping Costs

Defective, Damaged, or Incorrect Items

If you receive an item that is defective, damaged, or incorrect:

• Lilavyn.com will review the issue.
• We may provide a replacement or refund where applicable.
• Return shipping costs may be covered by Lilavyn.com.

Customer-Initiated Returns

For returns caused by personal reasons, including:

• Change of mind
• Incorrect size selection
• Personal preference

Customers are responsible for return shipping costs.

We do not charge any restocking fees.

5. Refund Process

Once your returned item is received and inspected:

• We will notify you by email regarding the return status.
• Approved refunds will be issued to the original payment method.
• Please allow 5–10 business days for the refund to appear in your account, depending on your payment provider.

6. Exchanges

We currently offer exchanges only for items that arrive defective, damaged, or incorrect.

If you need assistance with an exchange, please contact us at:

hello@lilavyn.com

7. Damaged or Incorrect Items

Please inspect your order after delivery.

If you receive a defective, damaged, or incorrect item, contact us as soon as possible and provide:

• Order number
• Description of the issue
• Photos showing the problem

Our team will review your request and provide an appropriate solution.

8. Late or Missing Refunds

If you have not received your refund after the expected processing period:

• Check your bank account again.
• Contact your payment provider.
• Contact us if the issue continues.

We will assist you in resolving the issue.

9. Return Address and Processing

Lilavyn.com is an international online retailer.

To provide efficient return processing, returns are handled through designated return facilities based on product type and customer location.

The correct return address will be provided after your return request has been approved.

Please do not send items before receiving return instructions from our customer support team.

10. Order Cancellation

Orders may be cancelled within 24 hours after purchase if the order has not entered processing or shipment.

Once an order has been shipped, cancellation requests cannot be accepted. Customers may request a return after delivery according to this policy.

United Kingdom customer information

Your statutory cancellation and faulty-goods rights below apply independently of the voluntary return terms above. Prior-approval or eligibility conditions above do not restrict these statutory rights.

Cancelling an online purchase

For eligible distance purchases, tell us within 14 days after you receive the goods if you wish to cancel without giving a reason. For an order delivered in separate parts, the relevant period normally starts when the last item is received. Some statutory exceptions may apply, including genuinely personalised goods and certain sealed hygiene goods once unsealed; an exception applies only where permitted by law.

Notify us by email or post using the details below with a clear cancellation statement, your name and order number. An optional statement is: “I give notice that I cancel my contract for [goods], ordered on [date] and received on [date]. My name and address are [details].” You do not have to use this wording.

After telling us you are cancelling, send the goods back within 14 days to the Return Address below unless we supply an approved alternative. Direct return costs are yours only where lawfully disclosed before purchase; legally required faulty-goods return costs are ours. You may inspect goods as you would in a shop; a lawful deduction may apply for handling beyond what is necessary to inspect them.

Cancellation refunds

We refund sums due within 14 days after receiving the returned goods or evidence that you have sent them back, whichever is earlier. The refund includes basic standard delivery; any extra amount for an express option you chose need not be refunded. Where no goods were supplied, the applicable refund period runs from cancellation. We use the original payment method unless you expressly agree otherwise, without a refund fee.

Faulty goods and your statutory rights

Goods must be of satisfactory quality, fit for purpose and as described. You normally have a short-term right to reject faulty goods within 30 days of delivery. You may also have rights to repair or replacement and, where the legal conditions are met, a price reduction or final rejection and refund. These rights are separate from cancellation and are not limited by a commercial guarantee. Contact us with your order number and the fault; we bear reasonable necessary costs of a statutory remedy. Nothing in this policy excludes your rights under the Consumer Rights Act 2015.