HOLIDAY RETURN POLICY
Purchases made between November 1, 2025 and December 31, 2025 can be
returned or exchanged until January 15, 2026. Holiday returns are
still subject to our full return policy.
UP TO 30 DAYS EXCHANGE & RETURN POLICY
Products sold by LILYSILK, unless otherwise stated, are guaranteed a
14-day return policy after the date you received your order under
legitimate conditions*.
If you would like to exchange the product you ordered for another size, color, or style, please return the item(s) within 14 days of the date you received your order and we will process the exchange as soon as we receive the item.
We offer an up to 30 days Return and exchange policy to members. SEED enjoys 16 days of easy returns and exchanges, SPROUT 18 days, BULBIL 21 days , PETAL and LILY 30 days.
Register as a LILYSILK member to unlock more preferential policies.
If you would like to exchange the product you ordered for another size, color, or style, please return the item(s) within 14 days of the date you received your order and we will process the exchange as soon as we receive the item.
We offer an up to 30 days Return and exchange policy to members. SEED enjoys 16 days of easy returns and exchanges, SPROUT 18 days, BULBIL 21 days , PETAL and LILY 30 days.
Register as a LILYSILK member to unlock more preferential policies.
How To Initiate A Return
REQUEST AN RMA
Click 'Request New Return' and choose the order you wish
to return.
02
SUBMIT RETURN INFO
Select the item(s) you would like to return and specify
the reason, condition, resolution, and proceed to submit.
03
PRINT RMA FORM
Print the RMA form and enclose it along with your items.
04
REFUND THE ITEM(S)
Arrange your return package with your local post office
and we will process your return once we receive it.
05
General Return Policy
1.
You must submit all return requests within 14 days of receiving
the item.
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
5.
If you receive a product that is damaged in shipping, defective or
that is not the product you ordered, we will cover your shipping
fees for qualified returns or exchanges once confirmed.
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.
Returned merchandise must go through the return process first
before being accepted.
FAQS
How do I initiate a return?
We've made it simple for you to initiate an ONLINE RETURN HERE!
You can process your return or exchange here. All returns must
be received within 14 days of receiving the item. Items must be
unused and in perfect condition with original tags attached
along with the hygiene liners intact.Once the non-returnable tag
is removed or damaged, we cannot guarantee that your item(s) can
be returned or exchanged normally.
Please note that all clearance, silk underwear, customized, monogrammed items, and face masks are considered final sales and are not eligible for returns or exchanges.
Please note that all clearance, silk underwear, customized, monogrammed items, and face masks are considered final sales and are not eligible for returns or exchanges.
| Members | Guests | Others |
| If you placed the order via the registered account, you can request a return or an exchange by clicking "My returns" from your profile. | If you placed the order as a guest, please initiate a return or an exchange by clicking the "Start A Return" link. | Get in touch with our customer service representative by sending us a ticket in your account or send email to [email protected], Indicate which item(s) you would like to return and the reason for your return. |
Note:
All items must be received back within 14 days from the
initial date the item was received to be eligible for return.
Any returned items must be in pristine, unused condition with
original packaging, tags still attached, and hygiene liners
intact. Once the non-returnable tag is removed or damaged, we
cannot guarantee that your item(s) can be returned or
exchanged normally. Please note that clearance merchandise,
silk undergarments, customized products, monogrammed items,
and face masks are considered final sale pieces and cannot be
returned or exchanged.
Do I have to pay for return shipping?
You are responsible for the return postage. You can use any
shipping method you like.
In the event that you have been shipped an incorrect, damaged, or defective item, please email our customer service team with high-quality photographic evidence of the problematic product attached so that we may validate your claim. You must comply with all guidance furnished by our customer service representatives in order to process the return appropriately.
If you want to enjoy our shipping preferential policy for returns or exchanges, Register to become a LILYSILK member.
In the event that you have been shipped an incorrect, damaged, or defective item, please email our customer service team with high-quality photographic evidence of the problematic product attached so that we may validate your claim. You must comply with all guidance furnished by our customer service representatives in order to process the return appropriately.
If you want to enjoy our shipping preferential policy for returns or exchanges, Register to become a LILYSILK member.
Can I cancel my order
Regrettably, we are unable to cancel any orders after they have
been shipped. However, upon receiving the package, you may elect
to either keep the items or contact us to initiate a return. If
you wish to cancel an order that is still pending shipment,
please promptly reach out to our customer service
representatives via email at
[email protected].
When will I be refunded?
Typically, we will handle the refund or exchange once our
warehouse has provided feedback and confirmed receipt of the
returned items. Please note that we will refund precisely the
amount paid for the purchased item. The final price may be
impacted by any additional discounts, promotions, coupon codes,
or LILYSILK points applied to the order.
The refund will be issued to the original payment method used for purchase within 3 to 5 business days. Alternatively, you have the option to receive LILYSILK points. We cannot process refunds for different cards or payment methods. Please be aware that it may take 7 to 10 additional business days after issuance for the refund transaction to be credited to your account by your bank or card issuer.
The refund will be issued to the original payment method used for purchase within 3 to 5 business days. Alternatively, you have the option to receive LILYSILK points. We cannot process refunds for different cards or payment methods. Please be aware that it may take 7 to 10 additional business days after issuance for the refund transaction to be credited to your account by your bank or card issuer.
When will the exchanged items be shipped out?
Our standard procedure is to handle refunds and exchanges only
after obtaining confirmation from our warehouse facility upon
their receipt and verification of any returned merchandise.
After this confirmation, any items needing exchange will be
processed within 3-4 business days and shipped via our standard
shipping method. Please refer to the estimated shipping
timeframes provided for further details on expected delivery.
I NEED TO RETURN OR EXCHANGE IT. BUT IT'S BEEN OVER 14 DAYS.
WHAT SHOULD I DO?
For items that are unworn, unwashed, undamaged with all original
tags attached, you can return them within 14 days of receiving
the item. For returns or exchanges beyond the 14-day policy,
please reach out to our customer support
[email protected]
for further assistance.
Where do I send my returns?
Items returned without first undergoing our return request and
approval process are not eligible for refund or exchange. It is
imperative to highlight that directly returning packages to the
address printed on the shipping label is prohibited.
Note: You must first submit a Return Merchandise Authorization (RMA) request and have it approved before proceeding. Once the RMA is approved, we will furnish instructions with the appropriate return shipping address to send the package to.
Note: You must first submit a Return Merchandise Authorization (RMA) request and have it approved before proceeding. Once the RMA is approved, we will furnish instructions with the appropriate return shipping address to send the package to.
Will you charge a return handling fee for the return or
exchange?
Please rest assured that there is no handling fee for returned
or exchanged items. However, except in cases of defective or
damaged merchandise, customers are responsible for arranging and
covering the shipping costs for returns through their preferred
carrier. For any quality issues, you must contact our customer
service team via email and provide clear photographic evidence
of the problem with the item.
How does the silk pillowcase 100-night trial work
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, please contact us at [email protected], we will assist you with the return for a refund.
2. 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.
5. Each household is limited to one 100-night trial.
* LILYSILK never resells used items; they will be donated to a charity of our choice.
1. If you are not satisfied with our silk pillowcases, please contact us at [email protected], we will assist you with the return for a refund.
2. 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.
5. Each household is limited to one 100-night trial.
* LILYSILK never resells used items; they will be donated to a charity of our choice.
Where can I submit my return tracking number?
You can submit your return tracking number to your RMA through
the following link:
https://www.lilysilk.com/sg/rma
or you can also send the return tracking number to our customer
service team at:
[email protected]
When will my RMA be processed?
Once you have submitted a Return Merchandise Authorization (RMA)
request, we will review it and subsequently send a separate
email containing detailed return instructions. Please be sure to
monitor your email inbox for this message and download the
necessary documentation (double-check that your email address
was entered correctly and check your spam folder as well). You
must follow the provided instructions to return the applicable
items. If you do not receive the email with instructions within
24 hours, feel free to contact our support team at
[email protected]
How does your exchange work?
Once our warehouse team has received and inspected your returned
items to validate their condition, we will process the exchange
as needed. If you require the replacement item urgently, we
recommend placing a new order for the correct size directly, as
that will be substantially faster and simpler logistically.
Regarding the items you returned, you can elect to receive a
refund for those instead of an exchange.
How do I track my new package if I choose to do the
exchange?
Once your exchange order is shipped, our system will
automatically send you an email. You can find the tracking link
for your new package directly in that email. If you need any
help or can’t locate the tracking information, feel free to
contact our customer service team at[email protected].
