We, at Lily, understand that things can go wrong when making a purchase online, maybe the style isn't right for you, or you would prefer a different colour. Unfortunately, we do not offer refunds, but we will gladly exchange your purchase for you.
For all exchanges within South Africa, item/s must be returned to Lily within 7 working days (allow for delivery time) from the date of receiving the item/s. For international exchanges, we know it will take a bit longer for your exchanged item/s to get back to us, thus all we ask is for you to submit your request for an exchange within 2 days (48 hours) of receiving the item (contact us at support@lily-label.com), from there the item/s must be shipped back to us within the time period you are given.
To be eligible for an exchange, your item/s must be unused, in the original packaging and in the same condition that you received it. For health reasons item/s that have been worn, marked, soiled, washed or damaged will not be exchanged. All item/s to be exchanged must be returned in original condition, unlaundered, unworn, unused, in original packaging with swing tag and hygiene liner attached. This is extremely important, we cannot and will not offer you an exchange if the requested criteria is not met.
All shipping costs and tax costs are to be paid for by the customer, Lily cannot take responsibility for these costs, except when it comes to unforeseen circumstances. Please ensure your return package is properly prepaid and possibly insured, we cannot take responsibility for loss or damage.
Please note, when making an exchange you may not be guaranteed your specific size, style or colour, as our swimwear is not mass-produced. If your original item/s is no longer in stock for a replacement, we will work something out, such as issuing a credit note or gift card.
As previously mentioned our swimwear is not mass-produced and there is a significant amount of attention to detail in every garment, our swimwear is made by a combination of hand and machine. We inspect each garment before it is shipped; this maintains our high standards and ensures perfect garments are being sent to you.
If the unlikely circumstance arises that your swimwear is not up to standard, we will address the issue and find a way to move forward, such as repairing or replacing your swimwear. However, Lily does reserve the right to refuse to repair or replace your swimwear if you did not follow care instructions or if we suspect malicious damage or behaviour.
Non-returnable/exchangeable items:
Contact us for any queries, including questions about exchanges and/or refunds at support@lily-label.com.
Lily aims to maintain ethical practices under all circumstances.
