Refund, Resend and Returns Policy
Thank you for shopping at Lily Rose Store.
If, for any reason, You are not completely satisfied with a purchase We invite You to review our policy on refunds and returns.
The following terms are applicable for any products that You purchased with Us.
Interpretation
The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.
Definitions
For the purposes of this Return and Refund Policy:
- Company (referred to as either “the Company”, “We”, “Us” or “Our” in this Agreement) refers to Lily Rose Store.
- Goods refer to the items offered for sale on the Service.
- Orders mean a request by You to purchase Goods from Us.
- Service refers to the Website.
- Website refers to Lily Rose Store, accessible from https://lilyrosestores.com/
- You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
Except for the important interpretation, We will make a refund, resend, or accept the return for any of the following cases:
1. Orders Delayed
Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from Our warehouse. Following countries and shipping methods may be different:
a. For orders shipped to the USA, it will be counted 45 days after orders departed from Our warehouse.
b. For Brazil, it is after 110 days counting from the date that order departed from Our warehouse due to the strict customs clearance at Brazil.
c. For some special shipping methods, We cannot deal with your disputes.
Notes:
Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact local post office or go to the post office for delivery.
Due to such conditions as national realities, phone numbers, and religious beliefs in Israel, packages will be normally delivered to self pick-up cabinets, which may lead to packages being long overdue. Therefore, it will be much more convenient for clients to contact the local post office or go to the post office for delivery.
Sometimes, local tracking numbers may show a sign for delivery, but the end customer claims that the package has not been received. In such cases, Company will spare no effort to verify the real situation, which could be a long process (1-2 months), but there is no guarantee that of a positive result.
2. Orders not Received
Company will not deal with the refund or resend if the tracking information shows the order is delivered.
a. If You do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
b. Tracking information alert. The tracking information shows Alert, the reasons are listed as below:
a) Incorrect/insufficient address.
b) No such number.
c) Unknown recipient.
d) Refused.
e) Do not pick up in time.
f) No safe delivery location.
g) Uncleared customs.
h) Others.
Notes:
a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, you need to pick up the package by yourselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, Company takes no responsibility if products have been lost.
b. If the logistics company provides return service to China, Company will put the products in your private inventory and will not refund them when we receive the returned items.
c. Company cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.
3. Products Damaged
Company offers a full refund or a replacement if packages arrived are badly damaged.
Company offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).
Notes:
a. For fragile products, a refund is highly recommended.
b. For damaged packing boxes, Company cannot offer any refunds or other after-sale services due to the long-distant international delivery.
4. Incorrect or Missing Products
We have a strict quality control process before products are dispatched. We will deal with incorrect or missing products as follows:
a. For incorrect products, Company offers a full refund or replacement.
b. For products with the wrong color, size that does not affect the product’s performance, etc., Company will offer a refund or resend if the customer complains by email with the name, details of the product purchased, the date and photo of the product received.
c. For parts missing which doesn’t affect product function, Company may refund partially or resend the missing part; for parts missing which affect product function, Company will resend the product only.
d. For accessories, Company will resend the accessories.
Notes:
For size problem, Company will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.
5. Orders Cancellation
For orders cancellation, Company offers a full refund before products are processed by warehouses.
a. After payment, POD orders cannot be canceled as it is customized.
b. After payment, preorder inventory orders cannot be canceled as it is special products and only available for you.
Important Interpretation
1. Deadline of Opening Dispute
2. Force Majeure
3. Shipping Method Limits
4. Destination Limits
5. Return
6. Service Products
7. Unacceptable Disputes
1. Deadline of Opening Dispute
You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information is untraceable.
2. Force Majeure
Company takes no responsibility for any product damaged or shipping delay caused by the act of God, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, Company will notify you by Email.
3. Shipping Method Limits
Some shipping methods are not trackable when orders arrived at some Countries, States, or Cities.
4. Destination Limits
Due to limited international transportation, Company will not accept any disputes when your orders are shipped to the following countries:
Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belarus, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Cote d’Ivoire, Cook Islands, Cameroon, Costa Rica, Cuba, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea Bissau, Guyana, Honduras, Haiti, Iraq, Iran, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, North Korea Kosovo, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, Sudan, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, Republic of South Sudan Sao Tome and Principe, El Salvador, Syria, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, Venezuela, British Virgin Islands, United States Virgin Islands, Vanuatu Samoa, Bernel, Curacao, Saint Eustacius, Saint Martin, Nevis, Somaliland, Saint Bafulimi, Yemen, Mayotte Island, Zambia, and Zimbabwe.
5. Return
Products can be returned to Our China warehouses only. But we do not suggest returning products to our warehouses, because the international shipping cost is high and it takes at least 3 months to arrive at Our China Warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.
Notes:
- If you really want to return the products, please notify us of the product return request by email within 15 days of receiving the products.
- We cannot be held responsible for Goods damaged or lost in return shipment. Therefore, We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery.
6. Service Products
Service products apply to the following interpretation.
a. Any disputes arising from products damaged or shipping delayed, Company may not refund the product cost.
b. Any disputes arising from bad quality, Company may not accept.
7. Unacceptable Disputes
Company shall not accept any unreasonable disputes, including but not limited to:
a. The buyer does not like it.
b. The product description is not real.
c. Products smell unusual.
d. The buyer ordered the wrong items or SKU.
e. The shipping address was provided incorrectly.
f. Product difference was negotiated in advance.
g. Tracking information deleted by logistics companies or local post offices.
h. In some cases, packages returned/discarded/detained due to the consignee’s failure to comply with the work of customs clearance in line with the foreign trade policies of certain countries.
Need help?
Contact us at info@lilyrosestores.com for questions related to refunds and returns.
