Returns and Exchanges
Extended 30-day Money-back Guarantee
Every product sold by LILYSILK, unless otherwise stated, is now backed by a 30-day money-back guarantee,
as you have the statutory right to cancel.
We want our customers to be satisfied with their purchases. However, if you change your mind or would like to exchange for another size, color, or style, please return the item(s) within 30 days of purchase, and we will refund you. If it is your first time returning an item from the USA, we have your shipping fee covered.
We want our customers to be satisfied with their purchases. However, if you change your mind or would like to exchange for another size, color, or style, please return the item(s) within 30 days of purchase, and we will refund you. If it is your first time returning an item from the USA, we have your shipping fee covered.
How To Initiate A Return
SIGN IN
REQUEST AN RMA
SUBMIT RETURN INFO
PRINT RETURN LABEL
REFUND THE ITEM(S)
1.Sign in to your LILYSILK account and find 'My RMA' or click 'Start A RETURN.'
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.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.
5.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.
* Please note pre-paid return labels are offered to customers shipping from a USA address and on their
first returned order. For all other returns not eligible for a prepaid UPS return label,
customers will need to pay for shipping using the carrier of their choice.
General Return Policy
1. You must submit all return requests within 30 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.
Note: We do not accept returned items that have not been processed and submitted first.
FAQS
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How do I initiate a return?
We make it easy! You can process your return or exchange here (p.s returns and exchanges are free for first-time orders shipped into the USA). All returns must be received within 30 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?
LILYSILK will provide you with a free prepaid label on your first return. All you need to do is return the package within 30 days from the delivery date by taking it to your local post office. After using the first free return, you will be responsible for paying a shipping fee in the future. However, if an item is incorrect, damaged, or a faulty good, we will refund you for the postage fee. 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.
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Can I cancel my order?
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
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When will I be refunded?
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 $69, a $10 shipping fee will be deducted from the refund.
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When will the exchanged items be shipped out?
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.
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I need to return or exchange, but it's been over 30 days. What should I do?
If you want to return or exchange past the 30-day policy, please contact support@lilysilk.zendesk.com for more information.
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Where do I send my returns?
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. US Return Address LILYSILK Bedding Inc. 556 N. DIAMOND BAR BLVD. STE207, DIAMOND BAR, CA 91765 USA Tel:909-861-1680
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Will you charge a return handling fee for the return or exchange?
There is no handling fee for return or exchanged items; however, customers are responsible for shipping costs.
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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, simply send them back, and we will issue you 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. * LILYSILK never resells used items; they will be donated to a charity of our choice.
