Refund & Return Policy

We want you to love what you ordered. If something isn't right, you can return it within 30 days of delivery.

Eligibility

  • Items must be returned within 30 days of the delivery date.
  • Items must be unworn and undamaged, in their original packaging.
  • For hygiene reasons, earrings can only be returned if they are unworn and still sealed in their original packaging.
  • Gift cards are non-refundable.

How to Start a Return

  1. Email info@lily-audrey.com with your order number and the item(s) you would like to return.
  2. We reply within 1–2 business days with your return approval and the return address.
  3. Pack the item(s) securely and send them to the address provided using a trackable service, then share the tracking number with us.

Please do not send returns to our registered address or to the sender address on your parcel, as these cannot be processed. Our returns center may be located outside the United States, in which case your return is an international shipment.

Return Shipping Costs

Return shipping costs are paid by the customer, unless the item is faulty, damaged on arrival or not what you ordered. In those cases we cover the full cost or send a replacement.

Refunds

Once your return has arrived and been inspected, we will email you to confirm whether your refund is approved. Approved refunds are issued to your original payment method within 5–10 business days. Your bank may need a few extra days to process it. Original shipping costs are non-refundable, unless the return is due to our error.

Exchanges

The quickest way to get a different size or style is to return your item for a refund and place a new order.

Damaged, Faulty or Incorrect Items

If your item arrives damaged, faulty or incorrect, contact us within 14 days of delivery with your order number and photos. We will arrange a free replacement or a full refund, including shipping costs.

Cancellations

You can cancel your order free of charge before it has been dispatched by emailing us. Once shipped, an order can no longer be cancelled, but you can return it under this policy.

Contact

Lily Audrey
Chamber of Commerce (KvK) number: 86527304 · VAT number: NL004261934B56
Populierenhof 3, 3363 HK Sliedrecht, the Netherlands (registered address, not a returns address)
Email: info@lily-audrey.com