Return & Refund Policy
30-Day Return Guarantee
At Lily & Sofia, we want every customer to be fully satisfied with their purchase. If for any reason you’re not completely happy, we offer a simple and straightforward return process within 30 days of receiving your order.
Return Policy Summary
Return Period: You have 30 days from the date you receive your order to return any eligible items.
Condition: Items must be unused, in their original condition, and include all original packaging, tags, and accessories.
Easy Process: Our support team will guide you through each step to ensure a smooth return experience.
No Restocking Fee: We do not charge any restocking fees for returns.
Return Costs
Defective or Incorrect Products:
If you receive an item that is defective, damaged in transit, or incorrect, we’ll cover all return shipping costs.
Customer Change of Mind:
If you decide to return an item due to a change of mind, such as ordering the wrong size, color, or product, you’ll be responsible for the return shipping costs. Please note that shipping fees are non-refundable.
How to Return an Item
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Contact Us:
Email our team at service@lilyandsofia.com with your order number and a brief explanation of the reason for your return. -
Repack Your Item:
Securely package the product in its original packaging, including all accessories, labels, and documents. -
Ship Your Return:
Follow the return instructions provided in our authorization email and send the package via your nearest shipping carrier.
Refund Process
Inspection: Once your returned item is received, it will be inspected to ensure it meets our return criteria.
Refund: After approval, your refund will be issued to your original payment method. Refunds are typically processed within 7 business days, depending on your bank or payment provider.
Exchanges
If you’d like to exchange your purchase for a different size, color, or item, please contact our team. We’ll help arrange a quick and easy exchange process.
Non-Returnable Items
For hygiene and safety reasons, certain products cannot be returned. These items will be clearly marked as non-returnable on their product pages.
Need Assistance?
If you have any questions, please visit our FAQs page or contact our customer service team.
Contact Information
Store Name: Lily & Sofia
Address: 182–184 High St N, East Ham, London, E6 2JA, United Kingdom
Email: service@lilyandsofia.com
Phone: [To be added]
Customer Service Hours: Monday to Friday, 9:00 AM – 5:00 PM (GMT)
We aim to respond to all customer inquiries within 1–2 business days.