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Warranty & Returns

Returns

If you have any reason or suggestion that you are not satisfied with the order, please contact us. Our customer service team will provide you with our return address. And all return shipping fees are at customers' own expense. Our customer service will always provide the best service for our customers.
Note: Due to external factors such as equipment and screen brightness, the product image will be different from the actual product. Please take into account that due to the fact that all items in Lily's Romance are handmade, they may differ slightly from the photos showing the item. 

 

Complaints

If the product you purchased turns out to be defective, damaged or does not match your order, we will be happy to help you solve the problem. Below is the complaint procedure:

Contact us using one of the available contact methods: e-mail or contact form.

Describe in detail the problem you encountered and include any relevant information and documents, such as your order number, receipt or invoice.
We will respond to your request as soon as possible and provide further instructions regarding your complaint.
If your complaint is accepted, we will endeavor to resolve the issue in a way that is most beneficial to you. This may include replacing the product with a new one, repair, refund or other form of compensation.

Remember to include proof of purchase (invoice) and a declaration of withdrawal from the contract in the package. You can download the declaration here: Contract withdrawal form. If you use another form, be sure to provide your account number and fill out your name and surname legibly. This will speed up your refund. You can send your declaration of withdrawal from the purchase contract to the following e-mail address: lilyfrou.art@gmail.com. The date of sending the e-mail with the declaration or the date of sending the return package determines whether the 14-day return period is met. The returned goods must be complete and must not show signs of use. If you return a product to us that does not meet these requirements, we will have to send it back at your expense.

 

 

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