Refund policy

 

Refund Policy

Returns Policy

Australia & New Zealand Returns

We offer a 14-day return policy, which means you have 14 days from the date you receive your item to request a return.

To be eligible for a return:

  • Your item must be in the same condition as when you received it: unworn, unused, with tags, and in its original packaging.

  • You must provide a receipt or proof of purchase.

How to Start a Return

Request a Return: Contact us at hello@lilyandmay.com.au to request a return.
Please include your order number in your email to help us process your request quickly.

Return Approval & Shipping:
Once your return is approved, you will need to purchase a return shipping label. We will provide instructions on how and where to send your package.

Prepare Your Package:

  • Clearly write your order number inside the package.

  • Also write the order number on the outside of the package.

Send Your Return To:

Lily & May
Anglesea Post Office
P.O. BOX 110
Anglesea VIC 3230
Australia

Important: Items sent back without first requesting a return will not be accepted.

Notify Us:
After posting your return, email us a photo of your tracking number at hello@lilyandmay.com.au so we can monitor its progress.

Refunds

Once we receive and inspect your return, we will notify you whether your refund is approved.

If approved, the product price (excluding shipping costs) will be refunded to your original payment method within 10 business days.

If more than 15 business days have passed since your return was approved and you haven’t received your refund, please contact us at hello@lilyandmay.com.au.

Questions?

For any return-related questions, email us at hello@lilyandmay.com.au

International Returns

We accept international returns; however, please note that a restocking fee will be deducted from your refund.
The restocking fee is based on the product cost and shipping costs and is generally equal to the shipping cost.

You are responsible for return shipping fees.

Eligibility for a Return

To be eligible for a return:

  • Items must be in the same condition as when you received them: unworn, unused, with tags, and in their original packaging.

  • Receipt or proof of purchase is required.

How to Start a Return

Email hello@lilyandmay.com.au to request a return.
Include your order number in your email.

Once approved, you will receive instructions on how and where to send your package.

Prepare Your Package:

  • Clearly write your order number inside and on the outside of the package.

After posting your return, email us a photo of your tracking number at hello@lilyandmay.com.au

Damages and Issues

Please inspect your order upon arrival and contact us immediately at hello@lilyandmay.com.au if:

  • The item is defective or damaged, or

  • You receive the wrong item

We will evaluate the issue and resolve it promptly.

Exceptions / Non-Returnable Items

Custom products, such as personalized or special orders, cannot be returned.

Sale items and gift cards are also non-returnable.

If you are unsure about your specific item, please reach out before starting a return.

Exchanges

To exchange an item:

  • Return the original item following the return process.

  • Once your return is accepted, make a separate purchase for the new item.

European Union 14-Day Cooling-Off Period

If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason, without justification.

Items must meet the same return conditions: unworn, unused, with tags, and in original packaging.

Refunds (continued)

Once we receive and inspect your return, we will notify you whether your refund is approved.

If approved, the product price (excluding shipping costs and restocking fee) will be refunded to your original payment method within 10 business days.

If more than 15 business days have passed since we approved your return and you haven’t received your refund, please contact us at hello@lilyandmay.com.au