Return & Exchange

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@lilysilk.zendesk.com If your return is accepted, we’ll send you an instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@lilysilk.zendesk.com

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

The following items cannot be returned, refunded, or exchanged: ①Items on clearance,②Silk Underwear.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

Once we’ve received and inspected your return, we’ll notify you if your refund has been approved.
Refunds will be processed to the original payment method within 3–5 business days after our warehouse confirms receipt of the returned items. Please note that the refunded amount reflects the final price paid after any discounts, promotions, or LILYSILK points applied.

For Cash on Delivery (COD) orders, please provide your bank account details so we can process the refund manually. The refund will be issued within 7–10 business days after we receive your account information.

It may take additional time for your bank to credit the funds to your account depending on their processing schedule.

STAR A RETURN

FAQs

Do I have to pay for return shipping?

In general, you are responsible for return or exchange shipping fees. If you have received an incorrect, damaged, or defective item, please email our customer service team with clear photographs of the item in question so that we can verify the issue. Please follow all instructions provided by LILYSILK customer service representatives.

For your first order, we offer free returns and exchanges as a one-time complimentary service.

Where do I send my returns?

Items returned without first undergoing our return request and approval process are not eligible for refund or exchange. It is imperative to highlight that directly returning packages to the address printed on the shipping label is prohibited.
Note: You must first submit a Return Merchandise Authorization (RMA) request and have it approved before proceeding. Once the RMA is approved, we will furnish instructions with the appropriate return shipping address to send the package to.

Will you charge a return handling fee for the return or exchange?

Please rest assured that there is no handling fee for returned or exchanged items. However, except in cases of defective or damaged merchandise, customers are responsible for arranging and covering the shipping costs for returns through their preferred carrier. For any quality issues, you must contact our customer service team via email and provide clear photographic evidence of the problem with the item.

When will my RMA be processed?

Once you have submitted a Return Merchandise Authorization (RMA) request, we will review it and subsequently send a separate email containing detailed return instructions. Please be sure to monitor your email inbox for this message and download the necessary documentation (double-check that your email address was entered correctly and check your spam folder as well). You must follow the provided instructions to return the applicable items. If you do not receive the email with instructions within 24 hours, feel free to contact our support team at support@lilysilk.zendesk.com

How does your exchange work?

Once our warehouse team has received and inspected your returned items to validate their condition, we will process the exchange as needed. If you require the replacement item urgently, we recommend placing a new order for the correct size directly, as that will be substantially faster and simpler logistically. Regarding the items you returned, you can elect to receive a refund for those instead of an exchange.

How do I track my new package if I choose to do the exchange?

Should you require tracking information for any exchanged items you are awaiting, please do not hesitate to contact our customer service representatives directly via email at support@lilysilk.zendesk.com.

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