For your first return shipment from the United States, LILYSILK will furnish you with a complimentary prepaid return label. Please note that this return label is only valid for 15 days following approval from the LILYSILK Customer Care team. After utilizing the initial free return label, you will be accountable for assuming the shipping costs for any subsequent returns.
If you have obtained an incorrect, damaged, or defective item, please email our customer service team with attached clear photographs of the item in question so that we can verify the problem. Please follow all instructions furnished by the LILYSILK customer service representatives.

Regrettably, we are unable to cancel any orders after they have been shipped. However, upon receiving the package, you may elect to either keep the items or contact us to initiate a return. If you wish to cancel an order that is still pending shipment, please promptly reach out to our customer service representatives via email at [email protected].

Typically, we will handle the refund or exchange once our warehouse has provided feedback and confirmed receipt of the returned items. Please note that we will refund precisely the amount paid for the purchased item. The final price may be impacted by any additional discounts, promotions, coupon codes, or LILYSILK points applied to the order.
The refund will be issued to the original payment method used for purchase within 3 to 5 business days. Alternatively, you have the option to receive LILYSILK points. We cannot process refunds for different cards or payment methods. Please be aware that it may take 7 to 10 additional business days after issuance for the refund transaction to be credited to your account by your bank or card issuer.

Our standard procedure is to handle refunds and exchanges only after obtaining confirmation from our warehouse facility upon their receipt and verification of any returned merchandise. After this confirmation, any items needing exchange will be processed within 3-4 business days and shipped via our standard shipping method. Please refer to the estimated shipping timeframes provided for further details on expected delivery.

For items that are unworn, unwashed, undamaged with all original tags attached, you can return them within 30 days. For returns or exchanges beyond the 30-day policy, please reach out to our customer support [email protected] for further assistance.

Items returned without first undergoing our return request and approval process are not eligible for refund or exchange. It is imperative to highlight that directly returning packages to the address printed on the shipping label is prohibited.
Note: You must first submit a Return Merchandise Authorization (RMA) request and have it approved before proceeding. Once the RMA is approved, we will furnish instructions with the appropriate return shipping address to send the package to.

Please rest assured that there is no handling fee for returned or exchanged items. Please note that pre-paid return labels are offered to customers shipping from a United States address and on their first returned order.

At LILYSILK, we want our customers to experience what it is like to sleep on our silk pillowcases, from comfort to feeling refreshed in the morning. If you are not satisfied with the result, here is what to do:
1. If you are not satisfied with our silk pillowcases, please contact us at [email protected], we will assist you with the return for a refund.
2. Proof of purchase will be required for our 100-night trial.
3. Unfortunately, clearance and flash sale items cannot be exchanged, returned, or refunded. All sale prices on reduced stock are final.
4. You will be responsible for paying shipping costs for returned items. Shipping costs are non-refundable.

* LILYSILK never resells used items; they will be donated to a charity of our choice.

You can submit your return tracking number to your RMA through the following link: /us/account/order?type=AllOrder&page=1 or you can also send the return tracking number to our customer service team at: [email protected]

Once you have submitted a Return Merchandise Authorization (RMA) request, we will review it and subsequently send a separate email containing detailed return instructions. Please be sure to monitor your email inbox for this message and download the necessary documentation (double-check that your email address was entered correctly and check your spam folder as well). You must follow the provided instructions to return the applicable items. If you do not receive the email with instructions within 24 hours, feel free to contact our support team at [email protected]

Once our warehouse team has received and inspected your returned items to validate their condition, we will process the exchange as needed. If you require the replacement item urgently, we recommend placing a new order for the correct size directly, as that will be substantially faster and simpler logistically. Regarding the items you returned, you can elect to receive a refund for those instead of an exchange.

Should you require tracking information for any exchanged items you are awaiting, please do not hesitate to contact our customer service representatives directly via email at [email protected].