Refund policy
Customer satisfaction is our top priority at Lilou.
Before we send any of clothing, they are thoroughly checked and carefully packaged for transport.
If you do find major failures with our products, we will honour all of our obligations under the Consumer Guarantees Act (CGA).Â
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Please see below for further details.
Returns
We want you to absolutely love your Lilou purchase. If for any reason your purchase isn’t quite right for you, you are welcome to return it to us within 10 days of receiving your order in exchange for a store credit. Please note, we do not offer refunds (unless your item is faulty). Items returned outside of this period will not be accepted. You will need to cover the cost of return postage.
Our returns policy lasts 10 days. If 10 days have gone by since your purchase, unfortunately we can’t offer you a refund (unless item is faulty) or exchange/store credit. Items returned outside of this period will not be accepted.Â
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return.
If you are approved, then your store credit will be processed, in the case of a refund (for faults) a credit will automatically be applied to your credit card or original method of payment (gift cards are non refundable), within a certain amount of days.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.Â
Non-returnable items:
- Items marked as faulty and sold at a discounted price (sample sale items)
- Gift cards
To complete your return, we require a receipt or proof of purchase.
When shipping your return you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item and are not responsible for the item if it goes missing.
Sale items are final sale and will not be accepted for refund, credit or exchange if you have simply changed your mind or the size does not fit. Please ensure you are checking measurements thoroughly before purchasing.
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Refunds (if applicable, please read above)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Please note, we do not offer refunds unless the item is faulty.Â
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@lilou.co.nz.
Exchanges (if applicable)
We only replace items if they are defective or damaged or if you are wanting to change sizes. If you need to exchange it for the same item, send us an email at hello@lilou.co.nz.
Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.