Refund policy

Return & Refund Policy

At Lilopuff, we want you to love your purchase. If you are not completely satisfied, we are here to help.

Eligibility & Time Limit

To be eligible for a return, requests must be initiated within 90 days of the delivery date. We regret that we cannot honor refund or exchange requests once this 90-day period has elapsed.

Exclusions & Non-Returnable Items

Please note that the following items cannot be returned:

  • Product Condition: Items that have been worn, washed, soiled, or damaged due to customer handling.

  • Improper Care: Damage caused by improper use, mishandling, or failure to follow care instructions.

  • Customer Errors: Incorrect selection of size, item, or shipping address, or incorrect custom information provided at checkout.

  • Sale Items: Products purchased during sales events or promotional offers are final sale.

How to Start a Return

To initiate a return, please contact us at support@lilopuff.com.

If your return is accepted, we will send you a return shipping label along with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Return Shipping Costs & Responsibility

  • Customer Responsibility (Remorse): If you are returning an item due to personal reasons (e.g., change of mind, taste, or preference), you are responsible for the return shipping costs. There is no restocking fee.

  • Lilopuff Responsibility (Defective/Wrong Item): Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us immediately at support@lilopuff.com. In these cases, we will cover the return shipping costs to make it right.

Exchanges

The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted and the refund is processed, you can place a new order for the correct item. This ensures you receive your refund promptly and can secure your new item at your convenience.

Refunds

We will notify you once we’ve received and inspected your return and let you know if the refund was approved.

  • Approval: If approved, you’ll be automatically refunded on your original payment method within 10 business days.

  • Processing Time: Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at support@lilopuff.com.