Return and Exchange

Returns within 30 days receive your new item with LOOP.

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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.


Exchange & refund:
Please click on this link to exchange and refund by the same method of payment or by gift card:

**Please note that liquidation items are final sales. We will not accept returns or exchanges.
**Items purchased before February 1st, 2024 are not eligible for refunds by the same method of payment.

Please do not hesitate to contact us if you have any questions.
Conditions for exchanging or returning a product:
- 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 (Note: orders placed between December 1 and December 24 will have a 60-day exchange policy);
- Labels and hygienic tights must always be present.

**In the case of items arriving in poor condition, without the hygienic tights or without the label, the value of the item will be charged directly to your credit card and you will have to pay the shipping costs to obtain the item.**


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.

Please note that we are a new company in constant expansion, so we add sizes and styles very frequently.

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.


You're always welcome at our Granby office to exchange ideas and try out what you want! All you have to do is make an appointment via our website chat. In your message, let us know which items you'd like to try on or exchange, as well as the corresponding sizes.

Thank you for shopping at Lilunderwear. 

Products under warranty should be handled with care.

If the products arrive with visible defects, please take photos of them and send them our way. We will reach back out to clear up all the details.

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.

Standard delivery usually takes around 7 business days. Please note that with the state of the global pandemic, orders may arrive later than usual.

If your order hasn't arrived after two weeks, please contact us and we will look into the details.

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