Refund policy

We apply a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition as when you received it, unworn or unused, with tags and in its original packaging. You will also need the receipt or proof of purchase.

To make a return, you can contact us at: hello@lilaya.co.

If your return is accepted, we will send you instructions on how and where to send your package. Items returned without a prior return request will not be accepted. Return shipping costs are the responsibility of the customer.

You can always contact us for any return-related questions at hello@lilaya.co.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can assess the issue and make it right.

Exceptions or non-returnable items
Certain types of items cannot be returned, such as perishable products, including food, flowers, or plants, custom products, including special orders or personalized items, and personal care products, including beauty products. We also do not accept returns of hazardous products, flammable liquids, or gases. Please contact us with any questions or concerns about a specific item.

Exchanges
The fastest way to make sure you get what you want is to return the item you have and, once the return has been accepted, make a separate purchase for the new item.

14-day cooling-off period in the European Union
Notwithstanding the above, if the goods are shipped within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition as when you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

Refunds
We will notify you once we have received and inspected your return, and let you know whether the refund has been approved or not. If approved, you will automatically be refunded to your original payment method within 10 business days. Please remember that it may take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your return was approved, please contact us at hello@lilaya.co.