Returns & Refund Policy
Returns & Refund Policy
Important Notice
We do not offer free returns. Return shipping costs are the responsibility of the customer.
Can I Return My Order?
Yes, this is possible.
If you are not satisfied with your order, you may return your items within 30 days of delivery, subject to the following conditions:
- The order must be complete, including all original parts and packaging
- The product must be in unused and original condition
- Damage caused by improper use will not be accepted
- Products requiring hygiene must be cleaned before return
- Any defects must be reported immediately upon receipt
- We reserve the right to charge shipping or handling costs if applicable
Returns are processed within 7 business days after receipt. If all conditions are met, your return will be approved within this timeframe.
We reserve the right to refuse returns if products appear used, damaged, or altered beyond our control.
How to Return Your Order
If your return meets the conditions above, please follow these steps:
- Send an email to:
📩 support@lilliansloafers.com - Include the following details:
- Order number
- Reason for return
- Photo of the product (in case of damage)
- Full name
- Address details
After your request has been reviewed, you will receive the correct return address.
⚠️ Do not send your return to the sender address.
We will provide the correct return address after approval.
Return shipping costs are always the responsibility of the customer.
Right of Withdrawal (EU Consumers)
If you are a consumer purchasing for non-business purposes, you have the right to withdraw from your purchase under the following conditions:
Withdrawal Period
You have 14 days from the day you (or a third party designated by you, other than the carrier) receive the final product.
How to Withdraw
You must inform us via a clear statement (e.g., email) at:
📩 support@lilliansloafers.com
Due to our automated processing system, orders are processed immediately after placement. Therefore, cancellations are not possible once the order has been shipped.
The withdrawal becomes effective once we have received the returned goods.
Return shipping costs remain the responsibility of the customer.
Orders in Transit
Since our products are shipped internationally, delivery times may be longer than local standards.
Once an order is in transit, it cannot be canceled.
You may notify us in advance of your return, but you must wait until the product has been delivered before returning it.
To ensure faster processing, we recommend providing a shipping confirmation or tracking proof after sending your return.
Refunds
If you exercise your right of withdrawal, we will refund all payments received, excluding:
- Original shipping costs
- Additional costs for premium shipping methods
Refunds will be processed within 14 days after:
- We receive your withdrawal request
and - We receive the returned goods
Refunds will be issued using the same payment method used for the original transaction, unless otherwise agreed.
No additional fees will be charged for the refund.
Important Information
All returns are shipped at the customer’s expense to our central fulfillment warehouse in Asia.