If you receive an item that is not what you ordered, we offer a full refund, including both the delivery shipping fee and the returning shipping fee. Your satisfaction is our priority, and we want to make things right for you. We will also ship you the correct order at our own cost, ensuring you don't need to pay anything for the correct item.

If, for any reason, you no longer want the item(s), you can still return them. However, please note that the delivery fee is non-refundable. Additionally, you are responsible for covering the cost of returning the product to us. Once the item(s) are received, the total amount you paid, excluding the delivery shipping fee, will be refunded to you.

We understand that your dress order is a significant decision for your special occasion. Therefore, we offer a 24-hour free cancellation window. During this period, you are entitled to a full refund, including the shipping fee. Unfortunately, any orders beyond the 24-hour timeframe cannot be canceled.

At this time, we do not offer an exchange service for any products. However, you can contact our support team at  support@lilyaen.com  to initiate a return request.  

• Contact our support team at support@lilyaen.com within 7 days of receiving your order to initiate a return. Provide a detailed explanation, and if necessary, include photographs highlighting the reasons for your return.
• Upon approval, we will inform you with the return address. Our office and warehouse are located in the Greater Toronto Area, Canada. While you have the flexibility to choose your preferred shipping carrier, kindly inform us of the tracking number within 3 days of approval.
• All returned items will undergo thorough inspection. Refunds will be processed once we confirm the stated product issues. Please allow 10-15 business days for the refund to be credited to your account, depending on your bank or payment service. Keep in mind that your bank or payment service may impose a small transaction charge.
• Please note that we reserve the right to withhold refunds for items returned in unacceptable condition. 

Items That Cannot Be Returned

Please understand that items in the following scenarios cannot be returned.

• Orders beyond 7 days from receiving the items cannot be returned.
• Returns without prior approval from our support team may not be accepted.
• Items that have been worn, washed, damaged, or altered will not be accepted for return.
• Items without the original tag will not be accepted for return.
• Custom-sized dresses are non-returnable and non-refundable.

 Minimize Returns

We understand the inconvenience of returning an item. While we are committed to maintaining the quality of our wedding dresses, we humbly offer two pieces of advice to help ensure a perfect purchase on your part.

• Choose the Custom Size Option: Benefit from our complimentary custom size option for each wedding dress. Our skilled tailors will guarantee a perfect fit for your dress.
• Maintain Open Communication: Inform us promptly of any changes, such as weight gain or loss. We will make every effort to accommodate your requests before shipping the item.

We appreciate your understanding and cooperation in adhering to these return procedures. If you have any further questions or need assistance with your return or order, please do not hesitate to reach out to our support team at support@lilyaen.com. We are here to help ensure your shopping experience with Lilyaen is as enjoyable as possible.

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