Returns Policy
Returns, Refunds, Exchanges & Cancellations
CANCELLATIONS:
If you cancel your order before it ships, a 5% restocking fee will be deducted from the total amount paid if you decide to cancel it for any reason. Credit card processors do not refund the credit card payment processing fees they charge companies like ours when a customer places an order if the customer decides to cancel for any reason. The restocking fee is to cover these fees. Please be sure you are ordering the correct product, if you by any chance order something that's not the correct item and your order has not shipped, email us and we will make the changes to your order DO NOT PLACE ANOTHER ORDER WITH THE CORRECT ITEMS. We don't accept cancellations once the order is shipped out and in transit to your destination.
RETURNS:
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return, our return address is in Hong Kong.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Please be aware, the customer is responsible for shipping charges when making returns, and shipping/handling fees of the original purchase are non-refundable.
We do not accept returns of items that have been worn, scratched, or damaged.
LILI LULU doesn't cover the cost of return shipping and is not liable for items lost during return shipping.
We are unable to refund the cost of shipping for your original order.
RETURNS FOR EARRINGS:
We are unable to accept returns for earrings due to health and hygiene reasons.
Exceptions / non-returnable items
Items that are not eligible for returns are the following:
Engraved Products
Sample Sale Products
Sale Products
Earrings & Huggies (We do not accept returns on Earrings) (We do accept returns on Ear Cuffs)
Individual Products in Sets - The products must be returned as a set to be elegible for a refund
Items that were worn, or sent to you as Replacement/Exchange cannot be returned again.
Items without jewellery tag
Unfortunately, we do not accept returns or exchanges of products for the above reasons. Final sale items cannot be returned or exchanged unless required by law.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds & Replacements (if applicable):
Full Coverage Return & Exchange Policy (Lili Lulu is responsible for replacement fees)
Received the wrong item.
The item is broken, defective, or has an incorrect engraving.
We only offer return shipping on the above items
Customer is responsible for return postage fees and replacement postage fees. Lili Lulu Jewellery does not refund any shipping fees
Customer ordered the wrong size.
Customer does not like the item in person.
The product has no quality problems.
Customer not need it.
Before placing your order, please make sure the order is correct. We do not offer cancellations or exchanges due to incorrect orders. This includes incorrect product items, quantities, shipping addresses, and names, etc. Unfortunately, we cannot reimburse you if your order does not make its way to you due to incorrect information. We are not responsible for lost orders due to incorrect address provided by the customer, (this includes the wrong floor, wrong street, etc.).
The customer accepts full responsibility to file any claim(s) with the carrier for damaged, stolen and/or lost shipments. If your order is 48 hours passed the expected delivery date, please contact your local mail carrier and post office to file a claim. We cannot be held accountable for packages where tracking information that states the package has been delivered to your order address. Please note that we are unable to provide refunds or replacements for missing packages where an incorrect shipping address was provided to us. We are not responsible for packages that are stolen from your doorstep that were delivered by the carrier. Lili Lulu Jewellery cannot be held responsible or liable for lost or stolen packages that have delivery confirmation to the address that was provided.
If you are worried or have doubts, you can choose to add shipping insurance when paying for the order, and pay for the loss, damage or delay of the order. Shoppers can opt-in to Buyer Shipping Insurance to protect their orders against delays, damage and loss. If the issue reported by the buyer meets the criteria, a refund will be automatically emailed to the buyer in the form of a prepaid credit card.
Please note that we CANNOT cancel orders which have been shipped out. Therefore, please wait for your package to arrive and you may either keep it or contact us to return for refund. Please DO NOT refuse the delivery as the undelivered package will be destroyed by the third-party logistics.If the order is rejected and the package is lost or the third-party logistics destroys it, we will not bear any responsibility. If you need to return the order, please follow the following process to apply for return.
General Return/Exchange Process
Submit a return request
Click the profile icon in the store's navigation, or go to the refund policy or a returns page, and then request a return.
1. Log in to your account:
1. In the Email field, enter your email address, and then click Continue.
2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
3. Go back to the online store, and then enter a six-digit verification code.
2. Click the order that you want to submit the return for.
3. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and add a note for the store.
5. Click Request return.
If your return request is approved and requires shipping, then you receive an email with shipping instructions.Lili Lulu does not provide pre-paid shipping labels for returns, so you may return orders through the carrier of your choice. We recommend using a trackable/insured shipping method to guarantee the successful delivery of your return. After the product is returned,you receive a refund.
You can always contact us for any return questions at service@lililulugroup@gmail.com.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 3-5 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at lililulugroup@gmail.com.
Please Note:
The shipping rate before discount will apply and is non-refundable. Although you may have enjoyed free or undervalued shipping, we do incur the original cost of shipping for every order. Therefore, we do not refund our original shipping cost.
Customers who choose free shipping on their orders will have a HK$50 shipping fee deducted from their refund.
Order Cancellation
For personalized/engraved/special order items, any cancellations after 10 hrs will incur a corresponding material and processing fee. Please refer to below details:
1. If the cancellation is made less than 10 hours after order was placed, there would be no cancellation fee.
2. If the cancellation is made between 10 to 24 hours after order was placed, there would be a HK$50 cancellation fee or 10% of product, whichever is higher.
3. If the cancellation is made 24 hours after order was placed, there would be a HK$100 cancellation fee.
Customer Responsibilities
Before placing your order, please ensure that all the details are correct. We do not offer cancellations or exchanges for incorrect orders, including incorrect product items, quantities, shipping addresses, and names, etc. If you realize that you have provided an incorrect shipping address , please contact us immediately. If the product has not been delivered, we can assist you in modifying the address. However, we cannot assume responsibility for packages that are delivered to an incorrect address or for lost packages. In such cases, the customer may contact the shipping carrier or insurance company.
The customer accepts full responsibility for filing any claim(s) with the carrier for damaged, stolen, and/or lost shipments. We cannot be held accountable for packages where the tracking information states that the package has been delivered to your order address. We are not responsible for packages that are stolen from your doorstep after being delivered by the carrier. Lili Lulu Jewellery cannot be held responsible or liable for lost or stolen packages that have delivery confirmation to the address that was provided.
If you are concerned or have any doubts, we recommend adding shipping insurance to your order during checkout to protect against loss, damage, or delays.
Please DO NOT refuse delivery as any undelivered packages will be returned or destroyed by the third-party logistics. If an order is rejected and the package is lost or destroyed by the third-party logistics, we will not assume any responsibility.
REFUNDS
We will notify you once we have received and inspected your return. We will inform you if the refund has been approved or not. If approved, you will automatically be refunded to your original payment method within 3-5 business days. Please note that it may take some time for your bank or credit card company to process and post the refund.
Please Note:
The shipping rate before any discounts will be applied and is non-refundable. While you may have enjoyed free or discounted shipping, we incur the original cost of shipping for every order. Therefore, we do not refund the original shipping cost.
All returned orders will have a shipping fee and a 5% bank transaction fees deducted from the customer's refund, and customers who choose free shipping on their order will have a HK$50 local shipping fee deducted from their refund.
If you have any further questions or require assistance with the return/exchange process, please contact our customer service team at lililulugroup@gmail.com. We are here to help and ensure your satisfaction with our products and services.
Thank you for choosing Lili Lulu Jewellery. We appreciate your understanding and cooperation regarding our return policy.
