Return Policy

Guarantee and return policy

45-day no-quibble full money back guarantee

We offer 45-day no-quibble full money back guarantee if you are not completely satisfied with your goods from Lilysilk in any way*. Please note that satisfaction guarantee return is only valid when the product has not been used or washed, and you return it to us in its original package within 45 days of shipment date.

*Certain products, such as beauty cocoons, are not bound by this guarantee. Please check individual product's delivery/return policies before making your purchase.

Return Process

We are confident with our products, and we are sure you would be delighted with your purchase too, but if not, simply contact us within 45 days of shipment date to let us know about your decision.

In the case that you are returning/exchanging due to a manufacturer's defect, or if you did not receive correct items you ordered, simply send an email immediately to service@lilysilk.com and we will make arrangements for your parcel to be returned for free.

In the case that you are returning/exchanging due to reasons unrelated to manufacturer’s defects and/or incorrect items, please note that you will be responsible for return postage costs. For such returns we suggest that you use Recorded Delivery and/or Proof of Posting in order to avoid potential disputes, as we do not accept any responsibility for items lost or damaged during the return transit.

To request a Return Merchandise Authorization (RMA) for an order, please email customer service at service@lilysilk.com. Please return all parcels to:

Ms. Renwen Yu
1498 Parkway Dr. Green Bay
WI
54304
USA

Products That Can Not Be Returned

We do not accept return and exchange requests for

- Special custom ordered products
- Outlet items - Certain accessories such as beauty cocoons

...unless the reason for such requests is related to manufacturer’s defects/wrong item.

Order Cancellation

If you would like to cancel your order, please contact us within 12 hours of placing your order. Under most circumstances, all of our products are in stock and will be dispatched very soon after receiving the payment as we pride ourselves on our ultra-fast delivery speed.

If the order has not been shipped out yet or has not been produced, we can cancel the order and issue you a refund immediately. If you do not cancel the order until after it has already been shipped, please see our Return Process for instructions.

The most reliable way to contact us is through email: service@lilysilk.com. We cannot guarantee that phone calls and voice messages will be received and returned in time due to the half-day time zone difference.

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