What is By Lily return policy?
By Lily will accept returns up to 30 days after the delivery date.
Please note that original shipping fees, duty paid or any other associated costs are non-refundable, and return postage/costs are the customer’s responsibility unless the return is caused by quality problems.
The product must be returned in its original packaging in new or undamaged condition without stains, perfume scents or deforming of any kind. We simply ask that you try it on OVER panties or undergarments. Returned products will be inspected and any returns that do not meet our policy will not be accepted.
For instructions on how to ship the returned products, refer to the email received after placing the return request.
* Final sale, free gifts, bras and underwear are not eligible for return.
* In most cases, we can only process one return or exchange for each order. For your benefit, please carefully consider all the products you need to return.
How do I request an exchange or a return?
You can simply email our customer care team contact@bylily-shop.com and inform us of your order number and your exchange/return request. As soon as you have brought your package to your local post office, please reach out to our team to share your return tracking with us.
How long does a refund or exchange take to process?
Once we see your garment(s) are on route to us, for the exchange request, your exchange garment(s) will be shipped out to you and a shipping confirmation email will be sent right over to let you know it’s on it’s way to you.
for the return request, we will get your refund processed for you, and you will be notified via an email. Your refund will be processed and applied to the original method of payment.
Note that refunds can take up to 1-3 business days to appear in your bank account due to varying processing times of financial organizations.
What if I closed my card/bank?
Currently, we can only issue a refund to the original payment method, meaning that we cannot issue a refund to a new account or card.
If you have a new credit card, but the original account remains active, the refund will process back to your account. If the account has been completely closed, please consult the bank first. You can reach out to us at contact@bylily-shop.com if you need further assistance.