Shipping and returns
Christmas Delivery Time
For Pre-Christmas delivery, please place your order by:
|Category||The last order date|
|Duvets and Pillows||2019/12/11|
|Pillowcases, Sheets and Others||2019/12/12|
This time frame is to be used as a guide only. We cannot guarantee delivery time due to the busy time of the year. You should order two or more working days in advance based on the last order date if your order includes personalized products or the shipping address is outside of United Kingdom.
Note: Please refer to the detailed product page tips for the specific last date.
1. A confirmation email with all your order details will be sent to you once your order is received. And we will begin processing your order very soon. You can also track your order from Track Order Details.
2. A tracking number will be sent to you by e-mail once items shipped out.
3. Shipping details please check the following table.
|Country||Processing Time||Cost||Delivery Time|
|United Kingdom||1-2 Business Days||Free Shipping For Orders Over £30 Otherwise £10||2-5 Business Days|
1) Delivery Time does not include the processing time required to process your order from the date your order is placed.
2) If you require customization or monogramming service, please allow for two or more working days in the processing time.
Customs and Import Duties
Sometimes the additional customs or import duties couldn't be avoided. But please don't worry. If any charged, please simply contact [email protected]
1. Please send us a copy of the receipt of the customs duties via email.
2. Refund will be returned to you within 3-5 working days once get your receipt.
We are sure you will be delighted with our items, but if not, please contact [email protected], or you can click here to start a return or log into your LILYSILK accoun and navigate to the My RMA page to submit a return. Once the return request is approved, you can return the item to our return address. Note:We gladly accept returns or exchanges within 45 days of receipt for most items in good condition.
1. Send e-mail to [email protected] and indicate which item(s) you would like to return for exchange or refund and the reason for your return.
2. RMA (Return Merchandise Authorization) number and return form in PDF format will be sent to you then.
3. Print out the "Exchange and Return Form" and fill in the necessary return information and put it together with the item(s) in the original packing, and seal the parcel securely. Or if you do not have a printer, please simpley write the RMA number on a slip of paper and include it with your return.
4. Drop off your package at the local post office. We recommend shipping with insurance and keeping your shipping receipts until your return is processed. LILYSILK is not responsible for missing, damaged, or lost packages in transit.
5. Once we receive your package, we will promptly process an exchange or issue a refund to your account in accordance to our return conditions.
1.We accept returns postmarked within 45 days of the original purchase date. If 45 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
2. The following items cannot be returned, refunded or exchanged: ①Items on clearance,②Silk Lingerie,③Customized Items,④Monogrammed Items.
3. Items must be returned unworn, unwashed, undamaged with all original tags attached. We do not accept a returned item that’s worn, damaged, washed or altered in any way.
4. We do not accept returned items that were sent back by you directly without checking with us first. Note: Please make sure that you will return the package to our agreed return address. Or it will affect the processing of your return.
5. You are responsible for return shipping costs and non-refundable. But a refund for the return postage will be given in the instance of incorrect, damaged or faulty goods. If you received incorrect, damaged or faulty goods, please send us an email and attach clear photos of the items that verify a quality issue first. Please follow the instructions that are provided by our customer service team.
6. Return RMA Number and return reason should be filled in the "Return And Exchange Form", or any delayed we will be out of responsibility.
7. Please kindly noted that the refund for the item will be based on the actual price you paid to us. The actual price will be affected by the discount or promotion, coupon code, LILYSILK points and so on you have applied at the time when you purchased.
8. For a refund, it will be issued to your original payment method within 3 to 5 business days of receipt of your item(s) or in the form of online credit. Refunds cannot be returned to alternate cards or different forms of payment. Please note that payment processing is beyond our control and it may take up to 7-10 additional business days for the funds to be credited to your account used during checkout. If the value of the remaining products of your order is less than £30, £10 shipping postage will have to be deducted from the refund of the returned items.
9. For exchange, the new items will be processed within 3 business days of receipt of your item(s). And for the estimated shipping time, please refer to the shipping time for the normal order.
Ms. Hui Zhu Highways Corner Otterbourne Road Compton, Winchester SO21 2RT UK
LILYSILK.com reserves the right to make any amendments to this policy at any time. Notification of any changes will be published on this page.
If you have any queries about the Shipping & Return, please contact our Online team at [email protected]