Refund and Return Policy

At LillianSmall, we want you to love every piece you receive. We understand that sometimes a garment may not fit quite as expected, or the colour may appear differently in person than it did on screen. For this reason, we have established a thoughtful and straightforward return and refund policy to ensure that your shopping experience remains a positive one.

Please read this policy carefully before initiating a return. Should you have any questions, our team is always here to assist you.

Our Return Promise

We stand behind the quality of our products and want you to feel completely confident in your purchase. If for any reason you are not entirely satisfied with your order, you may return eligible items within thirty days of the delivery date for a refund or exchange.

We accept returns under the following conditions:

• Items must be returned within thirty calendar days of the delivery date

• Items must be unworn, unwashed, and unused

• All original tags, labels, and packaging must remain attached and intact

• Items must be free from any odours, stains, or signs of wear

• Returns must be initiated through our designated return process as outlined below

Please note that we reserve the right to refuse returns that do not meet these conditions. In such cases, we will notify you and return the item to you at your expense.

Items Not Eligible for Return

For hygiene and safety reasons, the following items are not eligible for return or exchange unless they arrive damaged or defective:

• Intimate apparel and lingerie

• Swimwear with protective liners removed

• Items marked as final sale or non-returnable at the time of purchase

• Gift cards and store credits

If you are unsure whether a particular item qualifies for return, please contact us before placing your order.

How to Initiate a Return

To begin the return process, please follow these steps:

1. Contact our customer service team at lilliansmall01@outlook.com with your order number and the item(s) you wish to return. Please include the reason for your return so that we can better understand your needs.

2. We will respond within one to two business days with a return authorisation number and detailed instructions on where to send your package.

3. Package your item(s) securely, including the original packing slip or a note with your order number and return authorisation number.

4. Ship your return using a tracked and insured shipping method of your choice. We recommend retaining your shipping receipt and tracking number for your records.

Please do not send any returns to the address on the package without first obtaining a return authorisation number, as we may not be able to process your return.

Return Shipping Costs

Customers are responsible for the cost of return shipping unless the return is due to our error, such as receiving an incorrect or defective item. In such cases, we will provide you with a prepaid shipping label and cover the cost of the return.

Please note that original shipping charges are non-refundable.

Refund Process

Once we receive your returned item(s), our team will inspect them to ensure they meet our return conditions. This process typically takes three to five business days. Upon successful inspection, we will initiate a refund to your original payment method.

Refunds are processed in the following manner:

• The full purchase price of the returned item(s) will be refunded, excluding any original shipping fees

• Refunds will be issued to the original payment method used at checkout

• Please allow up to ten business days for the refund to appear in your account, as processing times may vary depending on your bank or payment provider

You will receive a confirmation email once your refund has been processed. If you do not see the refund in your account within the expected timeframe, we recommend contacting your bank or payment provider before reaching out to us.

Exchanges

If you wish to exchange an item for a different size or colour, we recommend initiating a return for the original item and placing a new order for the preferred item. This approach ensures that the desired item remains reserved for you and reaches you more quickly, as we are unable to guarantee availability while we await the return of the original item.

Should you require assistance with selecting an alternative size or style, our team is happy to offer personalised recommendations. Please email us at lilliansmall01@outlook.com, and we will guide you through the process.

Damaged or Defective Items

We take great care in inspecting every item before it is dispatched. However, in the unlikely event that you receive a damaged, defective, or incorrect item, please notify us immediately at lilliansmall01@outlook.com within seven days of delivery.

When contacting us, please include:

• Your order number

• A clear photograph of the damaged or defective area

• A brief description of the issue

We will review your case promptly and arrange for a replacement or a full refund, including any shipping charges incurred. We are committed to resolving such matters with speed and fairness.

Late or Missing Refunds

If you have not received your refund within the expected timeframe, please first check with your bank or credit card provider, as there is often a processing delay before the funds appear in your account.

If you have done so and still have not received your refund, please contact us at lilliansmall01@outlook.com with your order number, and we will investigate the matter on your behalf.

International Returns

For customers returning items from outside our operating region, please be aware that you are responsible for any customs duties, taxes, or fees that may apply to the return shipment. We recommend marking the package as "Returned Goods" on any customs forms to minimise the risk of additional charges.

We are unable to refund any customs duties or taxes paid at the time of the original purchase, as these are collected by the relevant authorities and are beyond our control.

Final Sale Items

Items purchased at a discount of thirty percent or more are considered final sale and cannot be returned or exchanged unless they arrive damaged or defective. Please check the product page carefully before purchasing, as final sale items will be clearly marked.

Contact Us

If you have any questions regarding our refund and return policy, or if you need assistance with a return, please do not hesitate to reach out. We are here to ensure that the process is as seamless and transparent as possible.

lilliansmall01@outlook.com

We value your satisfaction above all else and are committed to resolving any concerns you may have with the care and attention that defines the LillianSmall experience.

Thank you for choosing us. We look forward to serving you again.

Warm regards,
The LillianSmall Team