Refund policy
LILY & GRACE SYDNEY
RETURN & REFUND POLICY
PLEASE NOTE THAT WE DO NOT OFFER FREE RETURNS; RETURN SHIPPING FEES APPLY.
Can I Return My Order? Yes, you can.
If you are not satisfied with the items you have ordered, you have the option to return them within 30 days of receiving your order.
To be eligible for a return, the following conditions must be met:
- The order must include all original parts, components, and packaging, and the product must be returned in its original condition.
- The product must show only signs of normal handling. Damage caused by careless handling will not be accepted.
- Items for which hygiene is important (such as underwear or swimwear) must be thoroughly cleaned before initiating the return process.
- If the product is defective, the defect must be reported immediately upon receipt.
- We reserve the right to charge the customer for return shipping costs.
- Returns will be processed within 7 business days. If all conditions are met, the return will be officially approved within this period.
We reserve the right to refuse returned items if we suspect that they have been used, worn, or damaged for reasons not attributable to us.
How Can I Return My Order?
If your order meets the conditions outlined above, please follow these steps to initiate a return:
- Send an email to: info@lilyandgracesydney.com
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Make sure your email includes the following information:
- Your order number
- The reason for your return request
- A photograph of the product if it is damaged or defective
- Your full name and shipping address
Once we receive your request, we will contact you and provide the appropriate return address.
Please do not send your return to the original sender's address. We will provide the correct return address after reviewing your request. Customers are responsible for all return shipping costs.
Consumer Right of Withdrawal
The consumer has the right to withdraw from the purchase agreement in accordance with the following provisions, provided that the consumer is an individual entering into a legal transaction for purposes that are not primarily related to their trade, business, or profession.
A. CANCELLATION POLICY
Right of Cancellation
The cancellation period is 14 days from the day on which you, or a third party designated by you who is not the carrier, receives or takes possession of the final item in your order.
Important Notice Regarding Order Cancellations: As we operate a fully automated order processing system, orders are processed immediately after they are placed. Therefore, order cancellations are only possible within the first 10 minutes after purchase. After this period, the order enters the shipping process and can no longer be stopped.
To exercise your right of withdrawal, you must inform Lily & Grace Sydney of your decision to withdraw from the purchase agreement through a clear statement, such as an email to info@lilyandgracesydney.com.
The withdrawal process is considered complete once we have received the returned goods. The buyer is responsible for the cost of returning the goods.
Shipments Already in Transit
As our products are shipped from Asia, longer transit times may occasionally occur due to circumstances beyond our control.
If your order is already on its way to you, cancellation is no longer possible. In this case, please wait until you receive your order and then follow our return procedure.
You may notify us of your intention to return the order in advance. To help us process your return as quickly as possible, we kindly ask you to provide shipping confirmation once you have sent the items back.
Consequences of Withdrawal
If you withdraw from this purchase agreement, we will refund all payments received from you, excluding delivery charges and any additional costs resulting from your choice of a delivery method other than our least expensive standard delivery option.
Refunds will be processed without undue delay and no later than 14 days after we have received both your withdrawal notification and the returned goods.
We will issue your refund using the same payment method used for the original transaction unless another arrangement has been expressly agreed upon. You will not incur any additional fees for receiving your refund.
IMPORTANT RETURN SHIPPING INFORMATION
ALL RETURNS MUST BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE.
Lily & Grace Sydney — Timeless elegance, designed for you.
Website: lilyandgracesydney.com
Contact: info@lilyandgracesydney.com