Refund policy

Cancellation

If you've changed your mind about your order, please contact us ASAP at shop@liliuhms.com so we can cancel and refund your order prior to shipment. If your order has already been processed it can no longer be cancelled. Please keep in mind that our products are typically made-to-order.

We normally do not allow cancellations on preorder items that are in process and past the preorder period. Preorder funds are used to produce the items. While we understand cancellations, if this is a repeat issue, we deem the right to no longer allow you to shop with us.

Once a cancellation has been processed, the funds will be released immediately, but may take 3-10 days for the credit to post to your account.

Refunds & Returns

We DO NOT accept refunds/returns on orders that were sent with the exact items as ordered or have no damage. Due to the nature of made-to-order low stock items, we ask that you be sure of your purchase before placing an order. We are unable to do size or item exchanges. The stock we have sells out quickly, and does not guarantee extra sizes. Please be sure you order the correct size and item(s). PLEASE be mindful of us as a small business.

We will gladly accept returns and refunds under certain conditions:

+ The item(s) you have received are damaged/incorrect/missing. Please email us immediately with photos and your order number.

+ To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

+ For orders with incorrect item(s), we will send the correct item(s) along with a return slip for the unopened received item(s).

+ We are not responsible for refunds where the buyer has provided an incorrect shipping address or undeliverable address.

To start a return, you can contact us at help@liliuhms.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Exceptions / non-returnable items
Certain types of items cannot be returned. Cups, water bottles, or any other items that may be unsanitary if returned. Due to COVID-19 we would like to be more cautious about our returnable items.