We have extended our Money Back Guarantee from 45 to 60 days. As well as your statutory right to cancel, every product sold by LILYSILK, unless otherwise stated, is now also backed by a 60-day money-back guarantee.
We want our customers to be satisfied with their purchases. However, if you change your mind or would like to exchange for another size, color, or style, please return the item(s) within 60 days of purchase, and we will refund you. If it is your first time returning an item from the USA, we have your shipping fee covered.
1.Sign in to your LILYSILK account and find ‘My RMA’ or click ‘Start A RETURN.’
2.Click ‘Request New Return’ and choose the order you wish to return.
3.Select the item(s) you would like to return and specify the reason, condition, resolution, and proceed to submit.
4.Print the return label* and tape it on the outside of the package. Inside the return package, please enclose your RMA along with your items.
5.Take your package to your local post office. Once done, we will process your return as soon as we have received it.
1. You must submit all return requests within 60 days of your package being delivered.
2. The following items cannot be returned, refunded, or exchanged—① Items on clearance, ②Silk underwear, ③Customized items, ④Monogrammed items, and ⑤Face masks .
3. Returned items must be unworn, unwashed, undamaged with all original tags attached. We do not accept returned items that have been worn, damaged, washed, or altered.
4.Please print out the RMA packaging slip and enclose it in your returns. We are not responsible for any delays. You can also click here to download the Return & Exchange form
Note: If you cannot print out the RMA form, as an alternative, we advise you to write your order information (order number and email address), reasons for returning or exchanging, plus other comments on a piece of paper. Please enclose this in your returns package.
We make it easy! You can process your return or exchange here (ps, returns and exchanges are free for first time orders shipped to the US). All returns must be received within 60 days of the delivery date. Items must be unused and in good condition, with original tags attached and complete with sanitary liners.
Please note that all clearance, silk underwear, custom made, monogrammed items and masks are considered final sale and are not eligible for return or exchange.
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LUMISONATA will provide you with a free prepaid label on your first return. All you need to do is return the package within 60 days from the delivery date by taking it to your local post office. After using the first free return, you will be responsible for paying a shipping fee in the future. However, if an item is incorrect, damaged, or a faulty good, we will refund you for the postage fee.
If you have received an incorrect, damaged, or faulty item, please send us an email attached with a clear photo of the item so that we can verify the issue. Please follow the instructions provided by our customer service team.
Unfortunately, we CANNOT cancel an order once it is shipped. However, once you have received the package, you can either keep it or contact us to issue a return. To cancel an order that has not been shipped out, please contact our customer service team via support@lilysilk.zendesk.com
1. Please note that we will refund you the exact price of the item purchased. The price will be affected by additional discounts, promotions, coupon codes, and LILYSILK points applied at the checkout.
2. A refund will be issued within 3 to 5 business days to the original card used to purchase the item(s), or you have the option to have online store credit. We do not accept refunds from alternative cards or different payment methods. Please note that processing payments may take up to 7 to 10 additional business days for the refund to be credited to your account.
3. If the value of the remaining products on your returned order is less than $50, a $10 shipping fee will be deducted from the refund.
All items that need to be exchanged will be processed within three business days, sent by standard shipping. Please refer to the estimated shipping time.
If you want to return or exchange past the 60-day policy, please contact support@lilysilk.zendesk.com for more information.
We do not accept returned items that have not been processed and submitted first.
Note: Please make sure that all returns are sent to the address below, or it will affect your return process.
US Return Address
LILYSILK Bedding Inc.
556 N. DIAMOND BAR BLVD. STE207, DIAMOND BAR,
CA
91765
USA
Tel:909-861-1680
There is no handling fee for return or exchanged items; however, customers are responsible for shipping costs.
At LILYSILK, we want our customers to experience what it is like to sleep on our silk pillowcases, from comfort to feeling refreshed in the morning. If you are not satisfied with the result, here is what to do:
1. If you are not satisfied with our silk pillowcases, simply send them back, and we will issue you a refund.
2. Please note our 100-night trial is only on our 22mm and 25mm silk pillowcases. Proof of purchase will be required for our 100-night trial.
3. Unfortunately, clearance and flash sale items cannot be exchanged, returned, or refunded. All sale prices on reduced stock are final.
4. You will be responsible for paying shipping costs for returned items. Shipping costs are non-refundable.
* LILYSILK never resells used items; they will be donated to a charity of our choice.
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