Refund Policy

At Heather & Lily, we strive to provide our customers with a smooth and worry-free shopping experience. If you are not fully satisfied with your purchase, you have 30 days from the date of delivery to request a return.

How to Request a Return:

  1. Contact us via the "Contact Us" page on our website or email us at info@heatherandlily.com with the following details:

    • Order number
    • Order date
    • Items you wish to return
    • Reason for return

  2. Our customer service team will review your request and provide you with the return address. 

  3. Prepare your package by placing the items in their original packaging or in a suitable replacement.

  4. Drop off your package at your nearest postal office. 

Return Conditions:

  • Items must be in their original condition, unworn, and with tags attached.
  • Returns after 30 days require prior approval and may be subject to partial refunds.
  • Used or damaged items due to customer use cannot be refunded unless defective.
  • Customs duties are non-refundable. If a package is refused due to customs fees, only the returned products will be refunded, excluding shipping costs.

Refund Process:

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

Once the return is received and inspected, we will process a refund to your original payment method within 7 business days.

For further assistance, feel free to contact our customer support team at info@heatherandlily.com

 

Defective or Incorrect Order:

If you receive a defective or incorrect item, please contact us on the same day your order is delivered. To help us resolve the issue quickly, email us at [your support email] with the following:

-Your order number

-A clear photo of the item received

-A brief description of the issue

We will review your request and provide a resolution as soon as possible.


Delivery Refusal: 

If a customer intentionally refuses delivery of an order—regardless of the reason—we will not issue a full refund.

In such cases, a 15% restocking fee will be deducted, and only 85% of the order total will be refunded once the item is returned to us in unused condition.

We strongly advise all customers to accept the delivery.
If you have any concerns or issues with your order, please receive the item first and then contact us at our email support.