At LilyEraser, we are committed to ensuring your satisfaction with every purchase. If you are not completely satisfied with your order, we offer a hassle-free return and exchange process. Please read our policy carefully to understand your options.
1. Eligibility for Returns and Exchanges
To qualify for a return or exchange, the following conditions must be met:
- Items must be returned within 30 days of the delivery date.
- Items must be in their original condition, unworn, unwashed, and with all tags and packaging intact.
- Items marked as final sale or non-refundable are not eligible for returns or exchanges.
- For hygiene reasons, certain items such as undergarments, swimwear, and accessories (e.g., socks, hats) are not eligible for return unless they arrive damaged or defective.
2. How to Initiate a Return or Exchange
a) Request a Return or Exchange
To start the process, please contact our customer service team via email at [email protected]. Include the following information in your request:
- Your order number
- The item(s) you wish to return or exchange
- The reason for the return or exchange
b) Receive Return Instructions
Once your request is approved, we will provide you with detailed instructions, including the return shipping address and any applicable return labels.
c) Ship the Item(s)
Pack the item(s) securely in their original packaging and send them to the address provided. Please ensure the package has tracking to avoid any issues during transit.
3. Refund Process
- Refunds for Returns: Once we receive and inspect the returned item(s), we will process your refund within 5-7 business days. Refunds will be issued to the original payment method.
- Shipping Costs: Original shipping costs are non-refundable unless the return is due to our error (e.g., incorrect or defective item).
- Restocking Fee: We do not charge a restocking fee unless otherwise stated at the time of purchase.
4. Exchange Policy
If you would like to exchange an item:
- Contact us at [email protected] to request an exchange.
- Once the original item is returned and inspected, we will ship the replacement item to you.
- Exchange requests are subject to product availability. If the replacement item is unavailable, we will issue a refund instead.
5. Damaged or Defective Items
If your order arrives damaged, defective, or incorrect:
- Contact us immediately at [email protected] with photos of the item and your order details.
- We will work with you to resolve the issue by offering a replacement, exchange, or full refund.
6. Non-Returnable Items
The following items cannot be returned or exchanged:
- Final sale or clearance items
- Gift cards
- Undergarments, swimwear, and certain accessories (for hygiene reasons)
- Customized or personalized items
7. International Returns
For customers outside of [Your Country]:
- Return shipping costs are the responsibility of the customer unless the return is due to our error.
- Customs duties, taxes, and fees are non-refundable.
8. Questions or Concerns?
If you have any questions about our Return and Exchange Policy, please feel free to contact us:
- Email: [email protected]
- Website: www.lilyeraser.com
We are here to help and ensure your shopping experience with LilyEraser is enjoyable and worry-free.