Last updated: August 6, 2026

This page explains how returns work at Lily Chicago: how long you have, what condition an item needs to be in, who pays to send it back, and how quickly the money reaches you. If anything here is unclear, write to us before you send anything back.

How long you have

You can ask for a return up to 30 days after the day your order is delivered. The clock starts on the delivery date shown by the carrier, not on the order date.

Requests made after day 30 fall outside this policy. If the problem is that the item is faulty or was described incorrectly, contact us anyway — that is handled separately, further down this page.

What condition the item needs to be in

To be accepted, an item must come back:

• unused and unworn, with no signs of wear;
• in the same condition you received it;
• with its original tags, accessories and components attached;
• in its original packaging; and
• with the order number or another proof of purchase.

Items that arrive back used, incomplete, or damaged after delivery may be refused, or refunded only in part. Where that happens we tell you why and send photographs.

Two ways to start a return

Use whichever suits you:

• email support@lily-chicago.com; or
• fill in the form on our contact page.

Either way, the process is the same:

1. Tell us your order number and why you are returning the item. A photo helps if something is wrong with it.
2. We reply with instructions and the correct return address.
3. You pack the item and send it back.
4. You share the tracking number so we can watch for it.

Please contact us first. We work with more than one fulfilment location, so the right return address depends on your order. A parcel sent to the address on the shipping label, or sent without telling us, cannot be matched to your order and may not be refunded.

Who pays for return shipping

If your return is accepted, we send you instructions on how and where to send the package. Return shipping costs are the responsibility of the customer, except where the item arrives defective, damaged, or is not the item you ordered — in those cases we cover the return.

We recommend a tracked service. Without tracking we cannot help trace a parcel that goes missing on the way back to us.

Restocking fee

We do not charge a restocking fee. The amount is $0 on every return.

If something goes wrong with your order

Your order never arrived

If tracking shows no movement for several days, or the parcel is marked delivered but is not with you, contact us. We open an investigation with the carrier. If the parcel cannot be located we send a replacement or refund you in full, at your choice. You pay nothing.

Your order arrived damaged

Check your order when it arrives. If an item is damaged, contact us with your order number and a clear photo of the item, plus a photo of the outer packaging if the box itself was damaged in transit. We arrange a replacement or a full refund, whichever you prefer, and we pay any return shipping.

Reporting within 48 hours helps, because carriers run short windows for damage claims. It is not a condition — a later report is still handled.

You received the wrong item

If we sent something other than what you ordered, that is our mistake. We pay for the incorrect item to come back and either send the right one or refund you in full.

Exchanges

We accept exchanges, for a new item of the same kind. In practice the quickest route is to return the original order for a refund and place a fresh order for what you actually want — that way the new item ships immediately instead of waiting for the return to reach us.

Items we cannot take back

Some things cannot be returned once they have left us:

• perishable goods;
• custom-made or personalised items;
• hygiene and cosmetic products where a seal has been broken;
• hazardous materials, flammable liquids and gases; and
• gift cards.

Where a product falls into one of these groups, it is marked as non-returnable on its own product page as well as here. Sale and promotional items are returnable on exactly the same terms as items bought at full price.

Cancelling an order

You can cancel free of charge within 24 hours of placing your order, as long as it has not already been dispatched. Email us with your order number in the subject line and we will stop it if we still can. Once a parcel is with the carrier it can no longer be cancelled, but the 30-day return window still applies once it reaches you.

How refunds are paid

We email you once your return arrives and has been checked. If it is approved, the refund goes back to the original payment method within 7 days.

Refunds are issued in US dollars (USD). Your bank may then take a few more days to post it. If more than 15 business days have passed since we confirmed your refund and nothing has appeared, check with your bank first, then write to us and we will chase it.

Two things are not refunded: any original shipping you paid, and the optional Priority & Insured Shipping upgrade ($4.95), because that service is delivered at the moment of dispatch. Return postage you paid yourself on a change-of-mind return is also not refunded.

Your legal rights

Nothing on this page limits the consumer rights you have under the law where you live.

Contact

Lily Chicago
USEEMALL LTD — Company No. 13324887
Company address: Flat 4, 4 Conyngham Road, Manchester, M14 5SA, England
Returns address: sent to you by email once your return is approved
Email: support@lily-chicago.com
Customer service hours: Monday to Friday 09:00–17:00 (ET) · Saturday and Sunday 10:00–17:00 (ET)
We aim to reply within 24 hours.