14-DAY RETURN POLICY
Products sold by LILYSILK, unless otherwise stated, are guaranteed a 14-day return policy after the date you received your order under legitimate conditions*.
If you would like to exchange the product you ordered for another size, color, or style, please return the item(s) within 14 days of the date you received your order and we will process the exchange as soon as we receive the item.
Register as a LILYSILK member to unlock more preferential policies.
If you would like to exchange the product you ordered for another size, color, or style, please return the item(s) within 14 days of the date you received your order and we will process the exchange as soon as we receive the item.
Register as a LILYSILK member to unlock more preferential policies.
How To Initiate A Return
REQUEST AN RMA
Click 'Request New Return' and choose the order you
wish to return.
02
SUBMIT RETURN INFO
Select the item(s) you would like to return and
specify the reason, condition, resolution, and proceed to submit.
03
PRINT RMA FORM
Print the return label* and tape it on the outside
of the package.
Inside the return package, please enclose your RMA along with
your items.
04
REFUND THE ITEM(S)
Arrange your return package with your local post
office and we will process your return once we receive it.
05
General Return Policy
1.
You must submit all return requests within 14 days of receiving the item.
2.
The following items cannot be returned, refunded, or exchanged—① Items on
clearance, ②Silk underwear, ③Customized items, ④Monogrammed items, and ⑤Face masks .
3.
Returned items must be unworn, unwashed, undamaged with all original tags
attached. We cannot accept items that are worn, damaged, washed, or altered.
4.
Once the non-returnable tag is removed or damaged, we cannot guarantee that
your item(s) can be returned or exchanged normally.
5.
Please print out the RMA packaging slip and enclose it in your returns. We
are not responsible for any delays. You can also click here to download the Return &
Exchange form
6.
If you receive a product that is damaged in shipping, defective or that is not the product you ordered, we will cover your shipping fees for qualified returns or exchanges once confirmed.
Note:
If you cannot print out the RMA form, as an alternative, we advise you to
write your order information (order number and email address), reasons for returning or
exchanging, plus other comments on a piece of paper. Please enclose this in your returns
package.
Returned merchandise must go through the return process first before being
accepted.
If you need to return or exchange an item from a United Kingdom address, you can choose
to purchase our return label, which will have the correct return shipping address
printed on it, and hand the package to the designated courier company. Alternatively,
you may fill out the appropriate return shipping address yourself and then give the
package to the courier company. In the second method, it is compulsory to upload your
tracking number to ensure your return or exchange is processed properly.
FAQS
How do I initiate a return?
We've made it simple for you to initiate an ONLINE RETURN HERE! You can process your return or exchange here. All returns must be received within 14 days of receiving the item. Items must be unused and in perfect condition with original tags attached along with the hygiene liners intact.Once the non-returnable tag is removed or damaged, we cannot guarantee that your item(s) can be returned or exchanged normally.
Please note that all clearance, silk underwear, customized, monogrammed items, and face masks are considered final sales and are not eligible for returns or exchanges.
Please note that all clearance, silk underwear, customized, monogrammed items, and face masks are considered final sales and are not eligible for returns or exchanges.
| Members | Guests | Others |
| If you placed the order via the registered account, you can request a return or an exchange by clicking "My returns" from your profile. | If you placed the order as a guest, please initiate a return or an exchange by clicking the "Start A Return" link. | Get in touch with our customer service representative by sending us a ticket in your account or send email to [email protected], Indicate which item(s) you would like to return and the reason for your return. |
Note:
All items must be received back within 14 days from the initial date the item was received to be eligible for return. Any returned items must be in pristine, unused condition with original packaging, tags still attached, and hygiene liners intact. Once the non-returnable tag is removed or damaged, we cannot guarantee that your item(s) can be returned or exchanged normally.
Please note that clearance merchandise, silk undergarments, customized products, monogrammed items, and face masks are considered final sale pieces and cannot be returned or exchanged.
Please note that clearance merchandise, silk undergarments, customized products, monogrammed items, and face masks are considered final sale pieces and cannot be returned or exchanged.
Do I have to pay for return shipping?
In general, you are responsible for returns or exchanges fees.
In the event that you have been shipped an incorrect, damaged, or defective item, please email our customer service team with high-quality photographic evidence of the problematic product attached so that we may validate your claim. You must comply with all guidance furnished by our customer service representatives in order to process the return appropriately.
If you want to enjoy our shipping preferential policy for returns or exchanges, Register to become a LILYSILK member.
In the event that you have been shipped an incorrect, damaged, or defective item, please email our customer service team with high-quality photographic evidence of the problematic product attached so that we may validate your claim. You must comply with all guidance furnished by our customer service representatives in order to process the return appropriately.
If you want to enjoy our shipping preferential policy for returns or exchanges, Register to become a LILYSILK member.
Can I cancel my order
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].
When will I be refunded?
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.
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.
When will the exchanged items be shipped out?
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.
I NEED TO RETURN OR EXCHANGE IT. BUT IT'S BEEN OVER 14 DAYS. WHAT SHOULD I DO?
For items that are unworn, unwashed, undamaged with all original tags attached, you can return them within 14 days of receiving the item. For returns or exchanges beyond the 14-day policy, please reach out to our customer support [email protected] for further assistance.
Where do I send my returns?
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.
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.
Will you charge a return handling fee for the return or exchange?
Please rest assured that there is no handling fee for returned or
exchanged items. However, except in cases of defective or damaged merchandise, customers
are responsible for arranging and covering the shipping costs for returns through their
preferred carrier. For any quality issues, you must contact our customer service team
via email and provide clear photographic evidence of the problem with the item.
How does the silk pillowcase 100-night trial work
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.
5. Each household is limited to one 100-night trial.
* LILYSILK never resells used items; they will be donated to a charity of our choice.
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.
5. Each household is limited to one 100-night trial.
* LILYSILK never resells used items; they will be donated to a charity of our choice.
Where can I submit my return tracking number?
You can submit your return tracking number to your RMA through the
following link: /uk/rma?type=AllOrder&page=1 or you can also send the return
tracking number to our customer service team at: [email protected]
When will my RMA be processed?
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]
How does your exchange work?
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.
How do I track my new package if I choose to do the 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].
