Note: Please read the following returns policy carefully before you place an order. You acknowledge & agree to our Returns Policy by default once successfully purchasing a product from our site . We have underlined or color-highlighted some important terms. This policy applies to LillyandCharles.com.
Returns Policy In Brief
- You can get refund for Defective, Damaged or Mis-shipped Items, Size Deviation & Color Mismatch problems, etc.
- Dresses that do not fit properly but are in accordance with the specifications you ordered cannot be returned or exchanged.
- You are not allowed to exchange or refund for the situation of "Everything is right, but I just don't like it on me".
Note: For our detailed returns policy, Please read the following policy carefully.
General Returns Policy
- We DO NOT Refund unconditionally. You need to provide the pictures to prove the problems as detailed as possible and we have taken photos of dresses before delivery to avoid fraud.
- Contact our Customer Service to initiate the return process within 7 days upon receiving your item(s).
- We only accept products in their original condition, and we cannot process any products that are returned without our approval. If you wish to return any or all parts of your order, you will need to contact customer service at contact us and obtain a "product returns form" that must be included with your package. Any returns without our approval can not be refunded or exchanged.
- Mis-shipped products: Once we have confirmed your mis-shipped item (item shipped was not item ordered), we will be responsible for item exchange. You may also return the product and get a full refund.
- Color Errors: If the color of the item received is not what you ordered, then you are qualified to get a full refund.Please note that we will not accept any returned items by the colour difference which is caused by your display monitor or the weather condition.
We understand that it is a very important undertaking to order a dress for your special occasion, and our cancellation policy was created with bearing this in mind. However, it is important to note that our dresses are made to order, and once the tailoring process has begun the materials cannot be reused. The good news is that after placing your order, there is still time for you to change your mind. For further details, please refer to our cancellation policy below.Return Options
- Unpaid orders will be canceled automatically after 3 days. We receive hundreds of test orders each day which our members are using to quote certain cart contents and save the invoice for later reference.
- Orders canceled within 6 hours of payment confirmation will be eligible for a full refund.
- Orders canceled 6 to 12 hours after payment confirmation will be eligible for a partial refund consisting of the full shipping cost and 90% of the product purchase price, in order to cover the material cost.
- Orders canceled 12 to 24 hours after payment confirmation will be eligible for a partial refund consisting of the full shipping cost and 70% of the product purchase price, in order to cover the material cost and necessary labor cost.
- Orders canceled more than 24 hours after payment confirmation will be eligible for a partial refund (50% of the product purchase price at most, the exact refund depends on the cancel time) consisting of the full shipping cost.
- Once your order has been shipped, it can no longer be canceled.
- Orders that are not paid within 72 hours will be canceled automatically by our system.If you would like to cancel your order, please click Contact Us to proceed.
Returning for a replacement or a Refund
Your satisfaction is of utmost importance to our team. upon the arrival of your package, it is suggested that you check and make sure that your garment has been made in accordance with your order specifications. Please try on you garment as soon as possible without altering, removing the tags or washing the garment. If you are returning or exchanging garments, please ensure that they are in their original condition, unworn, unwashed, unaltered, undamaged, clean, free of perfumes and with tags in tact and attached.
- If your items are defective, damaged or mis-shipped. If you believe your items were damaged during delivery, you must first obtain "Proof of Damage" documentation from your delivery carrier, which needs to be included in your returned package.If you wish to return your garment, you will need to cover the cost of shipping the product back to us. After returning the item, we will inspect it to ensure that the defect was our responsibility, upon which we will offer you a complete refund within 7 working days.
Sizing and Fit Issues
- As all of our garments are hand sewn and customised, the finished product may vary approximately one inch in either direction of the specified measurements. To ensure that your garments will still fit you perfectly, our tailors create our products with additional fabric in the seams to allow for minor size modifications.
- If your dress size differs from the specifications of your order by more than one inch, please feel free to choose from the following options:
- You are encouraged to find a local tailor to make adjustments. We may be able to carry out the alteration for you but the back and forward cost of shipping remains the responsibility of the customer.
Item is the size that you ordered but does not fit
Please understand that garments that do not fit properly but are in accordance with the spoecifications you ordered cannot be returned or exchanged. you can go to a local tailor to have the garment re-sized at your own cost. Please note that if your order specification differ too greatly from the final sizing request, re-sizing may not be possible.
Note: We DO NOT accept any returns or refunds if the size is right according to your own order information which is actually measured in wrong size by yourself. We suggest you custom your size but not choose standard size, and make measurements by a professional local tailor.
The settings of your computer screen may alter the color of the pictures shown on our site. Slight color aberration of your garment and the color shown on screen may not mean that the garment is defective or mis-shipped. However, if you are positive that you have received the item in a wrong colour, please contact Customer Service to see if a return or refund is possible.
Note: We DO NOT accept any returns or refunds if the colour is right according to your colour information on the order. If you love the colour shown on pictures, please choose the option: "show as picture" but not the colour you consider in your mind
- Please note that items returned in unacceptable condition will not be processed as refunds and will be shipped back to you.
- If your returns or refunds are accepted, we will send you a return address. Please do not return to our company addresses or addresses on the express' "shipping from". Our QC department will check the items you return but not main companies, authorized stores or factories. If you return to a wrong address, the item will be shipped back to you.
- If you choose the "Rush Order" in our site, the Rush Order Fee will not be refunded.
- Customers bear the freight of returns when returns, exchanges or refunds are accepted.
- All PayPal payment can only be refunded via PayPal, all Credit Card payment will only be refunded to the original Credit Card.
Returns Process & Refunds
- Submit a return request at Contact Us to Customer Service within 7 days upon receiving your order. Please include an explanation and photographs stating the reason for your return.Please note that returns will not be accepted without prior approval from our Customer Service.
Once our Customer Service has approved your request, we will provide you with return address as well as a Product Return Form that must be filled in and included with your return. Please send the item(s) through your local post office within 3-5 business days once you have received the form. Include the Product Return Form with your return. Please don't use courier agency like UPS, DHL or FedEx to return the parcel as we will not pay for the Custom fee that might caused.
- Once received at our facility, your return will be processed in within 24 hours. Once your return is confirmed and inspected, please allow up to 7 working days for it to be credited back to your account.