Return Policy


Lily Montreal

 we want you to love what you ordered. If something isn’t quite right, we’re here to help and will do our best to make it a smooth experience for you.

When Can You Request a Return?

You can request a return after your order has been delivered.

We’re unable to process return requests for:

  • Orders that are still on the way

  • Refused deliveries

  • Packages marked as “return to sender”

This helps us make sure everything is handled correctly and fairly.

Return Timeframe

  • You can contact us within 30 days after delivery

  • Once your return is approved, you’ll have 30 days to send it back

Return Conditions

To be eligible for a return, items must be:

  • Unused and unworn

  • Unwashed

  • In original condition

  • With all tags and labels attached

You’re welcome to try items on, but please don’t wear them outside or for extended use.

If an item is returned in a condition that doesn’t meet these requirements (for example: worn, damaged, or missing tags), we may not be able to accept the return or may apply a partial refund.

Items That Cannot Be Returned

For hygiene and fairness reasons, some items are not eligible for return:

  • Items where the hygiene seal has been removed or broken

  • Items that have been used

  • Items purchased during sales, promotions, or with discount codes

All discounted or promotional purchases are considered final sale.

Return Shipping

  • Return shipping costs are the responsibility of the customer

  • Any customs fees or handling charges are also the customer’s responsibility

  • Original shipping costs are non-refundable

How to Start a Return

To request a return, simply email us at:
📧 info@lilymontreal.com

Please include:

  • Your order number

  • The item(s) you want to return

  • The reason for your return

  • Photos (if the item is damaged or incorrect)

We’ll guide you through the next steps and provide the correct return address.

Important: Return Address

Depending on the product and warehouse location, your return may need to be sent to a different location outside of your country.
We’ll always provide the correct details after your request.

Shipping & Responsibility

We recommend using a tracked shipping method, as:

  • You are responsible for the return until it reaches us

  • We can only assist with lost or delayed returns if tracking is available

Refunds

Once we receive and inspect your return:

  • You’ll be notified of the approval

  • Approved refunds are issued to your original payment method

  • Processing typically takes up to 14 days after inspection

Please note: your bank or payment provider may take additional time to process the refund on their end.

Received the Wrong or a Damaged Item?

We’re here to fix it quickly.

Please contact us within 48 hours after delivery and include:

  • Clear photos of the item

  • Packaging

  • Shipping label

We’ll offer a suitable solution, such as:

  • A replacement

  • A partial refund

  • A full refund after return

Delivery Address

Please double-check your shipping details before placing your order.

  • Address changes must be requested within 24 hours after ordering

  • If an incorrect address is provided, additional shipping costs may apply

Your Rights

This policy does not affect your rights under applicable consumer protection laws.

Need Help?

We’re always happy to assist you 

📧 info@lilymontreal.com