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 RETURN LABEL
Print the return label* and tape it on the outside of the
package. Inside the return package, please enclose your RMA
along with your items.
04
REFUND THE ITEM(S)
Please attach the provided UPS return label and take your
package to your local UPS office. Once done, we will process
your return as soon as 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.Once the non-returnable tag is removed, we
cannot guarantee that your item(s) can be returned or exchanged
normally.
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.
If you need to return or exchange an item from a United States
address, you can choose to purchase our return label, which will
have the correct return shipping address printed on it, and hand the
package to the designated courier company. Alternatively, you may
fill out the appropriate return shipping address yourself and then
give the package to the delivery company. In the second method, it
is compulsory to upload your tracking number to ensure your return
or exchange is processed properly.
Free return labels are not available for remote areas including
Puerto Rico, Hawaii, and Alaska.
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?
In general, you are responsible for returns or exchanges fees. If
you have obtained an incorrect, damaged, or defective item, please
email our customer service team with attached clear photographs of
the item in question so that we can verify the problem. Please
follow all instructions furnished by the LILYSILK customer service
representatives.
If you want to enjoy our shipping preferential policy for returns or exchanges, Register to become a LILYSILK member.
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:
/us/rma?type=AllOrder&page=1
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].
