RETURNS & EXCHANGE

SECTION 1 - CANCELLATIONS AND MAKING CHANGES TO YOUR ORDER

• Cancellation of your order and changes to your order cannot be made once payment is processed. Please ensure that you have selected the correct items, item quantities, applied any discount codes or promotions and have input the correct shipping address before payment is made as no refunds will be provided for processed orders.  

SECTION 2 - SHIPPING OF ORDERS VIA NORMAL POSTAGE (RISK OF LOST MAIL)

• We will not be responsible for lost mail sent via Normal Mail which has no tracking options. By opting for normal mail, you are accepting the risk of lost mail that comes with normal postage without tracking services. We strongly recommend using Registered Mail as this shipping option provides tracking.

SECTION 3 - REFUNDS, RETURNS AND EXCHANGE OF ITEMS

• Goods sold are non-refundable, and no exchanges or returning of items are allowed except in the event of defects.

• Only regular priced items may be returned or exchanged, unfortunately sale items, items purchased with Discount/Promotion Codes and Purchase with Purchase items cannot be refunded, returned or exchanged.

•Slight differences in color is not accepted as a condition for item defect, returns, exchange or refund. There may be differences in color due to different device and monitor screen display settings, color resolutions and differences in lighting conditions. We try our best to avoid this by displaying as accurately as possible the colours and images of our products that appear at the store.

•As our yarn necklaces are made from tie-dyed fabric, no two pieces are exactly the same in terms of color placement, hue, patterns or gradient. The length of the pieces affect the necklace outlook as well in terms of colors and patterns. While we use the same base colored fabric for the necklaces, we cannot ensure that the final handmade product will look exactly the same due to a variety of reasons not limited to: conditions of tie-dye, length of necklace, beads selection, studio lighting conditions and hue of dyes. We encourage customers to view the physical pieces at our pop-up or our stockist before purchase. 

• Close measurements and clear descriptions have been provided for each item in their respective product page. We try our best to highlight the important details of each item that we think you should know before making an informed purchase. Therefore, sizing and fit issues are not valid for returns, exchange or refunds. If you have a question about any item that you are interested in, please click the 'Ask Us a Question' button on the product page to make your enquiry.


• Gift cards are not refundable.

SECTION 4 - RETURN AND EXCHANGE POLICY FOR DEFECTIVE ITEMS

Our return & exchange policy for defective items lasts 10 days from date of shipment (including day of shipment). If 10 days (including day of shipment) have gone by since the date of shipment of your purchase, unfortunately we can’t offer you a refund, return or exchange. Please check your item immediately and contact us (as per steps listed in SECTION 5) should there be any defects.

• Items damaged after use or damaged due to improper care (including water damage) will not be accepted for return and exchange. Any item not in its original condition, is damaged or missing parts for reasons not due to our error will not be accepted for return and exchange.

• To be eligible for a return or exchange, your item must be unused, unworn and in the same condition that you received it. It must also be in the original packaging. Individual components of items sold in a set cannot be returned or exchanged separately and must be returned or exchanged in a set.

• We check all items carefully before shipping to ensure that they arrive in your hands free from defects. Items are packed using good quality packing materials and bubble wrapped for maximum protection during the delivery process.

SECTION 5 - STEPS TO TAKE FOR RETURN AND EXCHANGE OF ITEMS WITH DEFECTS

1. In the unfortunate event you receive an item with defects, please send us an email immediately* at orders@lilyandbling.com with your name, contact no., order no., item name and description of defect with pictures. If item is deemed to be defective based on the pictures, we will advise you on how to return the item to us within 10 days from date of shipment (including date of shipment).

*NoteIf 10 days (including day of shipment) have gone by since the date of shipment of your purchase, unfortunately we can’t offer you a refund, return or exchange.

2. You will be responsible for paying for your own shipping costs for returning your item. We will not be liable for lost packages sent via normal postage and recommend using registered mail.

3. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item, and if the item is accepted for return or exchange. Please allow 1-2 working days for us to process your requests.

4. For items that are still in stock, we will mail you a replacement free of charge. For items that are out of stock, we will refund you the amount paid for the item in the form of a gift certificate that you can use for your next purchase.

SECTION 6 - CHANGES TO REFUND, RETURN & EXCHANGE TERMS AND POLICY

We reserve the right to modify the terms and policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website.

QUESTIONS AND CONTACT INFORMATION

If you have any questions, please click here to leave us a message. We welcome your enquiries & feedback and we hope to work together with you to create a pleasant shopping experience.