Exchange
Exchange and refund policy
At Lilunderwear, we want to make online shopping easy! That's why all our luxurious lingerie and pyjamas are exchangeable and refundable by the same method of payment or by gift card. If you've chosen the wrong size, you can get advice from our experts and exchange for the perfect fit. If you simply don't like the style, our team is on hand to advise you on a more suitable style or color.
If you wish to return or exchange a product purchased in a store or pop-up, you can do so in one of our stores or at an upcoming pop-up. If you are unable to return or exchange a product by mail, please contact us by e-mail to find out how to proceed. You will then be able to choose between an exchange or a refund to your credit card. Unfortunately, refunds by debit card are not possible. In this case, you will only be able to exchange the product or receive a Lilunderwear gift card of equivalent value.
**Please note that liquidation items are final sales. We will not accept returns or exchanges.
Holidays conditions for exchanging or returning a product :
Exchanges and returns will exceptionally be accepted until January 15, starting from November 15. During this same period, we are offering a MAXIMUM 5-day price adjustment policy for the holiday season.
- The item must never have been worn (except for fittings);
- The item must never have been washed;
- The item must be in excellent condition (original condition);
- In no case should the delay exceed 30 days between receipt of your parcel and receipt of the parcel at the Granby warehouse.
- Labels and hygienic tights must always be present.
**In the event that items arrive in poor condition, you will be required to pay the shipping costs to have the items returned to you, and no refund will be issued **.
Delivery :
Upon exchange, the customer must pay the first shipping cost to return the item to our office. Lilunderwear will then pay the cost of returning the item to your address.
For refunds, we will not reimburse the delivery charges paid by the customer. Please note that the parcel remains your responsibility until you receive it.
Promotional code:
It is the customer's responsibility to add the desired promo code at checkout. No discount or refund will be applicable after the order has been placed.
Price adjustment:
Prices are subject to change, therefore no price adjustments are admissible.
QUEBEC ONLY :
You're always welcome to come shopping and return products to our boutiques.
- Granby: 166 rue Cowie, suite 201, Granby, QC, J2G 3V3
- Promenades St-Bruno (Next to Winners)
- Place Laurier in Quebec City (next to Garage store)
Thank you for shopping at Lilunderwear.
We offer a 50-day warranty on all our products, except those on clearance.
If products arrive with visible defects, please take photos and email them to us at info@lilunderwear.com. We will be happy to clarify the situation with you.
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.
You can expect to receive your parcel within 2 to 7 working days. In Quebec, delivery takes between 2 and 3 working days.
If your order has not arrived after 10 business days, please contact us and we will look into the details.