Return and Refund Policy
If you are not satisfied with the item you ordered, you always have the right to return it within 14 days of receipt. We call this time the reflection period. The product may be returned within this time.
A number of exceptions apply, these are listed below. After these 14 days you then have another 14 days to return the product, a reason must be stated for this.
To be eligible for a refund or exchange, the returned product must be returned in its original condition and with labels and tags attached. The product must not show any signs of use.
We reserve the right to refuse returned items if it is suspected that the items have already been used or have been damaged through no fault of our own.
How does returns work?
Request your return via our customer service: info@lilyandsun.nl. You will then receive an email from us in which the return can be requested. We ask for a personal contribution for the return shipment.
In the Netherlands these costs are: €3.95.
In Belgium these costs are: €5.95.
That is how it works:
1. Download the return label
Click on the link to download the return label. You can print the return label with any standard (laser) printer.
2. Prepare the package for shipping
Pack the order carefully and attach the return label visibly to the package. Make sure there is something in the box with your name on it.
3. Drop off at a PostNL point
Hand in the ready-to-ship return package at a PostNL point. You no longer have to pay at the service point to send the package.
4. The refund
The purchase amount will be deposited into your bank account within 14 days after we have received your return shipment.
We try to make the returns process as easy as possible for you. However, if something is not yet completely clear, do not hesitate to send us a message!
Important information:
- The return label must be on the package;
- Add something in the document that has your name on it. This could, for example, be your shipping receipt that you received by email when you placed the order;
- The product must be sent in unused condition;
- The product must be delivered in the original packaging;
- The product is checked for damage caused by the customer, so sending a damaged product due to your own actions will not be processed.
Return exceptions:
- if you have something custom made, for example a suit or wardrobe
- if you buy something personal, such as family photos or an engraved ring
- if you buy something that spoils or becomes outdated quickly
- if you buy something that mixes with something else after delivery
- if you break the seal on a digital product, for example CDs or games
- if you have removed hygienic products from the packaging, for example a toothbrush or a shaver