Return policy

We want you to be completely satisfied with your purchase, and we understand that sometimes returns are necessary. Please read our return policy carefully to ensure a smooth and efficient process.

Returns
You have the right to return any product purchased from Lillian & Vance™ within 14 days of the delivery date. The product must be unused, in its original packaging, and in the same condition as when you received it. Please note that the return shipment must be sent back to us within 14 days after you informed us about the return. 

Return Conditions
All the items must be returned to us in an unworn and unwashed condition suitable for resale with the tags still attached to the items. 

For 1+1 deals, both items must be returned together. We cannot provide a refund if only one of the two items is returned. However, items in the 1+1 deal can be exchanged for a different size or color of the same product. In case you only want to exchange one of the items, please only return the one that you want to exchange and keep the other one. 

Initiating a Return
To initiate a return, please reach out to our customer service team at support@lilianandvance.com. Please provide your order number, a detailed reason for the return or how we can improve our products, and any supporting images if applicable. 

Once your return request is approved, you will receive a form with instructions on how to proceed with the return. 

Return costs
Customers bear the responsibility for return shipping costs unless the return is a result of an error on our part or if the product is found to be defective/wrong item (color or size). Please note that shipping delays due to customs clearance, which are beyond our control, are not considered valid reasons for initiating a return. 

Return processing time
We do our best to process returns as quickly as possible. After receiving your return in our warehouse, we process it within 10 business days. You can see on your track and trace, which we advise you to add to return shipment, when the package has arrived at our warehouse. From then on, our team will inspect it for eligibility. Please note that it can take up to 3-5 days before the refund is visible on your bank. 

Faulty or damaged goods
Unfortunately, it sometimes happens that a product is damaged during shipment or production. We are of course happy to resolve this with you. Please reach out to our customer service at support@lilianandvance.com with a picture of the complaint. Our customer service team will work with you as quickly as possible to find a solution. Please note that customers must contact support within 14 days of receiving the product to report the matter. 

Cancellation
The cancellation period is 14 days from the day on which you or a third party named by you who is not the carrier has received or accepted the last goods. As we work with a fully automated system, orders are executed as soon as they are placed. Therefore, we cannot interrupt the shipping process until delivery, so a refund is not possible before receipt of the goods.

Questions about returns?
Still have any questions? Chances are you are not the first to have this question. Take a look at the frequently asked questions page first to see if your question is listed. Do not hesitate to reach out to our customer service team at support@lilianandvance.com

Please note that our warehouse is located in China. As a customer it's your responsibility to cover these return costs and any customs fees.