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Returns Policy

 

Returns
(For issues related to size or possibly damaged goods)

For any issues, please contact our Customer Service team within 14 days of receiving your items to assist you with any returns. 

We will provide FREE replacements for damaged products. Please contact us at support@lilustore.com to facilitate this.

We do not process cash refunds.

If for any reason you are unhappy with your item, we will give you a store credit for equal value. You also have no obligation to send the item back to us.


To be eligible for a return for any reason other than damaged goods, your item must be unused and in the same condition that you received it. It must also be in the original packaging and sent to us. See below for details. If approved, you will be provided with a store credit.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial credit is granted (if applicable). 

Items with obvious signs of use

Any item not in its original condition, is damaged or missing parts for reasons not due to our error

We include a size chart to ensure that customers get a proper size conversion. If you have received a size that is different from the one you have ordered, please send us an email at support@lilustore.com.

These size guides are provided for users worldwide. If the size does not fit, we will issue a free replacement for the correct size and the buyer does not have to ship the original item back (a $9.99 shipping fee may apply to ship the replacement out but the replacement will be issued for free). Please contact our customer service at support@lilustore.com to have one of our customer service agents help with any issues regarding size if you are unsure . 

We want you to be 100% satisfied. For any issues regarding size, we will issue a free replacement at no cost to the customer. A $9.99 shipping fee may apply to ship out the replacement. Same applies for damaged goods, but we will cover the shipping for anything that is damaged. Please look at all size charts included.

You may be eligible for store credit for equal or lesser value for any purchases in the store. This will avoid any hassles of having to return the items back to us if you prefer.

Returns are accepted within 14 days of receiving your package. We ONLY accept returns for items that have not been worn, altered, washed, or damaged. Please pack and ship the items you wish to return switch all tags attached. All returns will only be issued store creditStore Credit issued has no expiry date, and you may use it at anytime you want.


Refunds
We want you to be 100% satisfied with your purchase. Please fill out the Contact Us form.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your request. We do not process cash refunds but approve you for a store credit for your items. You may not have to send the original items back

 

If the item is damaged, you will be issued a replacement at no cost to you after prove of damage will be provided. 

For items that are not damaged, we will issue free replacements or store credit if you prefer to not send the original item back.

Please use our size charts to avoid hassles. Customer is responsible for all return shipping costs excluding issues related to size upon which we will issue a free replacement, or unless the item is damaged or the size received is not the same as the size ordered, whereby a claim for a free replacement may be initiated by contacting lilusoutlet@gmail.com.

Customer is not obliged to send the item back if it is damaged or an incorrect size or chooses to receive a store credit

We approve store credits without requiring you to send the item back to us so you may keep the original items and use the store credit for any other items of equal value. If  prefer not to send the items back to us, you will be issued store credit for any items of equal value and are under no obligation to send the original item back. Store Credit issued has no expiry date, and you may use it at anytime you want.


Exchanges (if applicable)


We only replace items if they are defective or damaged or the incorrect size. If you need to exchange it for the same item, send us an email at lilusoutlet@gmail.com. and send your item to: 39 Royal Ridge Manor, NW, Calgary, Alberta, Canada T3G 5Z1.

Shipping 

To return your product, you should mail your product to: 39 Royal Ridge Manor, NW, Calgary, Alberta, Canada T3G 5Z1.


The customer will be responsible for paying his/her own shipping costs for returning your item for refund (unless customer prefers a free replacement or store credit whereby returning the item is waived). Shipping costs are non-refundable if you would like to send your item back for a refund. 


Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a track able shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item if you do not have proof of tracking.