Refund policy

Refund & Return Policy

Every Lilisia piece is made to order, just for you. Because of this, we’re unable to accept returns, exchanges, or refunds for a change of mind or an ordering mistake, such as choosing the wrong size, color, design, or variant. If something isn’t right with your order, though, we’re here to help.

1. Change of Mind

We’re unable to accept returns, exchanges, or refunds if:

  • you change your mind after placing your order;
  • you ordered the wrong size, color, design, or product variant; or
  • you no longer want the item.

2. Damaged, Defective, Misprinted, or Incorrect Items

If your item arrives damaged, defective, misprinted, or incorrect, we’re truly sorry. Please contact us at contact@lilisia.store within 14 days of delivery, and we’ll take care of it.

So we can review your claim, please include both:

  • one or more clear photos showing the issue; and
  • one or more clear videos showing the issue.

We need both photos and a video to review a claim. Without both, we’re unable to offer a replacement or refund.

Once we’ve reviewed your claim, we’ll offer the most appropriate solution, which may be a replacement or a refund, depending on the circumstances and claim eligibility.

Please note: because each item is made to order, small variations in design placement can occur. Variations within normal production tolerances are not considered defects.

3. Returns

Please contact us before sending anything back. A return isn’t always needed. If it is, we’ll send you instructions after reviewing your claim.

4. Exchanges and Replacements

We don’t offer exchanges. A replacement can only be considered for an item that is damaged, defective, misprinted, or incorrect, with the photos and video described in Section 2. Once we’ve reviewed your evidence and approved your claim, we may offer a replacement or a refund, depending on the circumstances.

5. Order Cancellations

If you’d like to cancel your order, please email us at contact@lilisia.store as soon as possible. Because each item is made to order, we can only consider a cancellation before your order enters production, and we can’t guarantee it. Once production has started, your order can no longer be canceled.

6. Lost or Undelivered Orders

If your order hasn’t arrived by the estimated delivery date, please contact us at contact@lilisia.store within 14 days after that date. We’ll review the tracking information and look into it for you. Depending on the circumstances and claim eligibility, we may offer a replacement or a refund.

7. Approved Refunds

If your refund is approved, it will be issued to your original payment method.

8. Contact

For any question about a return, a refund, a damaged or incorrect item, a lost order, or a cancellation, please write to us:

Lilisia
Email: contact@lilisia.store