Refund Policy

Can I return my order?

Yes, it is possible. If you are not satisfied with the items you ordered, you may return them within 30 days of receiving them. In this case, the order must meet the following conditions:

  • The order still contains all appropriate parts and components, and the packaging is exactly as it was when the product arrived.

  • Normal handling of the product is evident; breakage due to negligent handling is excluded.

  • Products for which hygiene is important have been carefully cleaned before the return process begins.

  • The product was found defective immediately upon receipt.

  • We reserve the right to charge shipping costs to the customer.

  • A return will be processed within 7 business days, and if the conditions are met, it will be officially approved within this period.

  • We reserve the right to refuse returned items if we suspect that they have been used or damaged through no fault of ours.

How can I return my order?

If your order meets the above conditions, please follow these steps to initiate the return process:

  1. Send an email to: info@lilyandcloe.com

  2. Make sure your email includes the following:

    • Order number

    • Reason for the return request

    • Photo of the product if it is damaged

    • Customer first and last name

    • Customer address

We will then contact you with the return address of our warehouse. Please do not return the package to the company’s physical address. The customer is responsible for the shipping costs to return the product.

Cancellation Policy

The consumer has a right of withdrawal under the following conditions if they are a natural person entering into a legal transaction for purposes that are not primarily related to their commercial or professional activity:

A. Conditions of Withdrawal

Right of withdrawal
The withdrawal period is 30 days from the day you, or a third party designated by you who is not the carrier, receive or accept the last goods. As we work with a fully automated system, orders are processed as soon as they are placed. Therefore, we cannot interrupt the shipping process until delivery, and a refund is only possible after the goods are received and returned.

To exercise your right of withdrawal, you must inform Lily & Cloe via a clear statement (e.g., by email) of your decision to withdraw from this contract. The withdrawal is completed once we have received the goods. The cost of returning the goods will be borne by the buyer.

Shipments in Transit

As our goods are shipped from a warehouse in China, there may be longer transit times that are beyond our control. If the goods are already on their way to you, cancellation is not possible. Please wait until you have received the goods and then return them to us. You may, of course, notify us of your cancellation in advance. To ensure the fastest possible return process, we kindly ask you to send us a shipping confirmation.

Consequences of Withdrawal

If you withdraw from this contract, we must refund all payments we have received from you, excluding delivery charges (except for additional costs resulting from your choice of a delivery method other than the least expensive standard delivery we offer), without undue delay and at the latest within 14 days from the day we receive notification of your withdrawal from this contract and the returned goods.

For this refund, we will use the same payment method you used for the original transaction unless otherwise expressly agreed with you; in no case will you be charged for this refund.

Return Address

ALL RETURNS MUST BE SHIPPED TO OUR CENTRAL WAREHOUSE IN CHINA AT THE CUSTOMER’S EXPENSE.