As a valued customer, we want you to know that we care and we vow to ensure you have a great retail experience with us. Please make sure that you have carefully reviewed your order prior to finalising your purchase. All items returned should be contacted to us before you return. The instructions on how to return this item will be given in the e-mail.
After you have received the items you ordered, you may carefully examine and try the items within the period of 14 days, but only in a manner as you would if you examined the products in a store or any other offline reseller. If the items or packing have been used in excess of what is normal in order to examine them, you will be held liable for the decrease in value of the items the use has caused. When we have received the items, we will notify you if there is any loss of value of the product and if your refund will be lower than the price paid.
The shipping costs for returning an order are not covered by us, and must be paid by you, and must also be arranged by yourself. For larger orders we can arrange for the return, but the shipping charge is still to be paid by you, and is still your responsibility.
The items you want to return are your responsibility until they reach our warehouse. Damage done while returning/shipping the product to our warehouse is your responsibility. Please make sure you pack the return safely to prevent any damage to the products or boxes, as this will affect the value of the product, and thus our possibility to resell the item. Make sure the product’s original packaging is intact. Please keep receipts and tracking numbers as proof of sending the items back.
Inspecting the products
Our team will inspect the items after receiving the items, this matter can take up to 14 days. If we accept your return order as valid and the product can be re-sold as new, we will give you a full refund of the purchase price, including the original shipping charges for the items that you return to us. But we do not cover the return shipping cost. The refund will be paid back to the credit card (or method of payment) used to pay for the order within 10 days of receiving the notification of your wish to return the order. However the refund will not be paid before we have received the items at our warehouse. Upon dispute, the exchange decisions by Lily Charms will be final.
If we accept your return order as valid and the product can be re-sold as new, we will give you a full refund of the purchase price, including the original shipping charges for the items that you return to us. But we do not cover the return shipping cost.
The refund will be paid back to the credit card (or method of payment) used to pay for the order within 10 business days of receiving the notification of your wish to return the order. However we reserve the right to withhold the refund we have received and inspected the items at our warehouse.
Should you wish to exchange your item(s) for any reason, please contact us within 14 days from receiving your order explaining the reason for your exchange request. Exchanges will be processed upon receipt of the regarding item(s). Acknowledgment of receipt will be sent electronically following the evaluation process, stating the outcome and whether the item is eligible for exchange or refund.
Damaged or faulty item(s)
Firstly, we apologise if the products received was damaged. If you discover a fault with the item(s) you have received, please contact us on email straight away and our customer services representatives will try to resolve the issue for you as soon as possible. If you send us an e-mail, please include as many details as possible including your order number as well as some pictures if there is something wrong with one of the products. Please follow the instructions after receiving damaged or faulty items:
1. Please e-mail us at firstname.lastname@example.org as soon as possible.
2. Replacement must be informed as soon as possible within 14 days after receiving.
3. NO REFUND. Only exchange, this is to avoid worn item returns and customers asking for their money back. It is easily to do with jewelry and we have encountered many do that. So no refund.
4. Customer can request for an exchange with any of the items available with same value.
5. Customer needs to send a picture of the faulty items. Upon receiving the item, inspection will be made.
How to contact us
Please keep in mind that you may only return your item(s) if you have received your whole order. You may change your mind within 14 days of receiving your items. You have to notify us before the 14 days if you want to return your order. Please contact us at: email@example.com