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We hope you love your LYL purchase and have had a great customer journey with us. If you would like to return your order for any reason, you can do so within 14 days of receiving your order. To return your product, please input your order number and email address in the portal below.

 

  

 

Returns Policy

 

We have a 14-day returns policy. This means you have 14 days after receiving your item to request a return. If 14 days have passed since your purchase was delivered, unfortunately we can’t offer you a refund or exchange.


To be eligible for a return, your item must be unused and in the same condition that you received it in. It must also be free from any marks or stains, with the security sash and tags intact.

 

 


Please note:

 

·      Gift cards, face masks, earrings, bodysuits, swimwear and underwear are exempt from being returned. 

·      Sample sale items cannot be refunded for original payment, a store credit can be provided as an alternative.

 

To complete your return, we require proof of purchase.
Please do not send your purchase back to us if you do not have proof that it was purchased from our online store. 

 

Damaged Items

 

If you receive a defective, damaged or the incorrect item please contact us as soon as possible at hello@lylofficial.com.


Refunds  


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of the refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 working days. If you haven’t received a refund after 10 working days of return approval, please contact us at hello@lylofficial.com.

 

 

Shipping

 

Please note, your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. LYL is not responsible for these charges if they are applied and are the customer’s responsibility to pay for. Items are shipped from the UK warehouse and charges are incurred when customs duties are applied when shipping to countries within the EU post Brexit changes, there may also be  customs fees / duties applicable to countries outside of the EU.  If you are unsure whether the country you’re in applies duties to goods coming from the UK, please check with your local customs office.


When returning your item, you will be responsible for paying for your own shipping costs. Original shipping costs are non-refundable unless the item is damaged. 
If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance.

 

We don’t guarantee that we will receive your returned item as it is subject to the shipping provider used to return your order.

 

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.