Returns & Refunds

Can I return or exchange a product?

We want all our customers to enjoy their products so if you’re not happy with your order then you can send it back to us. All we ask is that you let us know that you don’t want the order within 7 days of receipt and make sure the products have not been opened. 

We give our customers options to ask for either a refund or a replacement.
It is important to note that any product you return must be unopened and in the same condition you received it and in the original packaging.

If the product is tampered or damaged in shipping, please notify us immediately and we shall work with you to have the product returned for refund or exchange. Please keep proof of tampering or damage. 

How much refund do I get?

We refund the full amount you paid for the order you returned.
However, if the reason of the return is due to customer fault (e.g. customer simply changed her mind, placed order by mistake), shipping charges on returning the order will be deducted from the refund and for exchange, you will bear the shipping charges for both pickup of the old item and delivery of the replacement product. Needless to say, if its our fault (e.g. we shipped the wrong item), you will bear no cost and will get your full refund or if its an exchange, you will not be charged additional shipping charges.

How do I get my refund?
Your refund will be paid to you on the same payment method you have paid. If you paid by debit or credit card, the amount will be added back to your card. If you paid by our gift card, we will issue a replacement gift card. If you paid by COD, we will refund you to the bank account provided.

If you have no bank account, we can arrange for other means of transferring your money or through our pickup locations. We can also refund you by issuing a blue lily gift card which you can use to purchase in our online store.

How long does it take to get a refund?
We aim to refund all returns 14 working days after we have received the item at our warehouse. Credit and debit card refunds will be processed within 10-45 days depends on the issuing bank of the credit or debit card. 

How to ask for return and refund?
You can ask for return or refund through by emailing us or by sending us a chat.

1. To email us, you can see our email address in the contact us page in the footer menu. There is also a mail icon there that you can click and will automatically lead you to the email window with our email address as recipient.
2. Alternatively, you may chat with us using the "Chat with Us" tool that is showing in your screen while browsing our site.
   For faster response from us, please make sure your email or chat conforms to the following:
   • Mention in the first line: 'Request for Return and Refund' or 'Request for Replacement'
   • Provide the reason for the request for return or replacement.
   • Provide the order number and indicate which item you are returning. If you are returning all items in the order, just mention 'all items'.
   • Provide the address where the item should be picked up.
   • Provide the address where the replacement should be delivered (if replacement or exchange).
   • Provide if you prefer to be refunded by a Blue Lily Gift Card (If you have not indicated, we will automatically refund you based on how you paid us.)
   • If you paid by COD, mention the IBAN and bank account you wanted us to transfer your refund. Otherwise, indicate how you wanted to be refunded.

We will strive to respond to you accordingly within 24 hours.