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Shipping and Returns

How To Initiate A Return
Signin-01

SIGN IN

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RequestanRMA

REQUEST AN RMA

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Submitreturninfo

SUBMIT RETURN INFO

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print

PRINT PACKING SLIP

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GetRefunded

REFUND THE ITEM(S)

1.Sign in to your LILYSILK account to find “My RMA” or Click ‘START A RETURN' directly
2.Click 'Request New Return' and choose the order you wish to return.
3.Select the item(s) you would like to return and specify the reason, condition, resolution, and proceed to submit.
4.After you have submitted the return, please kindly wait for the approval. Once approved, please print the RMA packing slip and enclose it inside the return package.
5.Arrange your return package with your local post office and we will process your returns as soon as we recieved the return.
General Return Policy
1. You must submit all return requests within 60 days of your package being delivered.
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
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.
FAQS
  • How do I initiate a return?
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    We make it easy! You can process your return or exchange here. All returns must be received within 60 days of the delivery date. Items must be unused and in perfect condition with original tags attached along with the hygiene liners intact.
    Please note that all clearance, silk underwear, customized, monogrammed items and face masks are considered final sale and are not eligible for returns or exchanges.
  • Do I have to pay for return shipping?
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    Yes, you are responsible for the return postage. You can use any shipping method you like. But a refund for the return postage will be given in the instance of incorrect, damaged or faulty goods.
    If you have received an incorrect, damaged, or faulty item, please send us an email attached with a clear photo of the item so that we can verify the issue. Please follow the instructions provided by our customer service team.
  • Can I cancel my order?
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    Unfortunately, we CANNOT cancel an order once it is shipped. However, once you have received the package, you can either keep it or contact us to issue a return. To cancel an order that has not been shipped out, please contact our customer service team via support@lilysilk.zendesk.com
  • When will I be refunded?
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    1. Please note that we will refund you the exact price of the item purchased. The price will be affected by additional discounts, promotions, coupon codes, and LILYSILK points applied at the checkout.
    2. A refund will be issued within 3 to 5 business days to the original card used to purchase the item(s), or you have the option to have online store credit. We do not accept refunds from alternative cards or different payment methods. Please note that processing payments may take up to 7 to 10 additional business days for the refund to be credited to your account.
    3. If the value of the remaining products on your returned order is less than $50, a $10 shipping fee will be deducted from the refund.
  • When will the exchanged items be shipped out ?
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    All items that need to be exchanged will be processed within three business days, sent by standard shipping. Please refer to the estimated shipping time.
  • I need to return or exchange, but it's been over 60 days. What should I do?
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    If you want to return or exchange past the 60-day policy, please contact support@lilysilk.zendesk.com for more information.
  • Where do I send my returns?
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    We do not accept returned items that have not been processed and submitted first.
    Note: Please make sure that all returns are sent to the address below, or it will affect your return process.
    UK Return Address:

    Ms. Hui Zhu
    Highways Corner
    Otterbourne Road
    Compton, Winchester
    SO21 2RT
    United Kingdom
  • Will you charge a return handling fee for the return or exchange?
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    There is no handling fee for return or exchanged items; however, customers are responsible for shipping costs.
  • How does the silk pillowcase 100-night trial work?
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    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, simply send them back, and we will issue you a refund.
    2. Please note our 100-night trial is only on our 22mm and 25mm silk pillowcases. 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.

    * LILYSILK never resells used items; they will be donated to a charity of our choice.