Shipping & Returns
The situation with our shipping providers might still be affected in light of the COVID-19 outbreak.
We aim to dispatch your goods within 3 working days, excluding weekends, of receipt of your order, although it is usually sooner than this. Orders placed on the weekends or public holidays will be processed on the next working day. During busy periods, such as sales and other promotional periods, deliveries may take longer.
We can deliver your order to any address. Please ensure you correctly complete your desired delivery address during the checkout process.
Delivery fees are roughly €10 for orders placed from the European Union and roughly €20 for orders placed from the rest of the world.
Deliveries can take 5-12 business days.
To ensure that your order reaches you safely, all packages are tracked. You will receive tracking details by email once your order has been dispatched. You are able to track your delivery by using the tracking number supplied on this confirmation email.
Should you have any problems with your delivery, please contact our logistics team at firstname.lastname@example.org . Please include Lily & Klaus and your order number at the subject of the email.
Should you require any information regarding our products, please contact our Customer Care team at email@example.com.
We hope that you love your purchase but should you need to return it for any reason, please read the information below carefully.
Customers may return items for a refund, unless stated on the product page, within 14 days from the day the order is delivered.
Kindly note that at the moment we are unable to process exchanges in our system, but are happy to offer a refund, should your items meet the conditions below.
All merchandise must be unused, unworn, unwashed, in unaltered condition and in their original packaging. All original tickets must be attached for your return to be accepted.
We would love to provide our clients with free returns, but unfortunately, as a small independent brand we cannot afford to do this.
Returns and customs fees are at your expense.
SIMPLE RETURN STEPS
To return a product, please send an email to firstname.lastname@example.org, place your invoice with the product(s), then send it to the provided address.
- The original order number must also be mentioned in the return, either on the waybill’s notes or enclosed in the return shipment.
- Please retain a proof of postage until we’ve confirmed your refund has been completed.
Once our warehouse receives, checks and accepts your return, we will issue a refund to your original form of payment within 14 business days.
You will be refunded the amount you originally paid, excluding all taxes, duties and shipping charges.
Returns requested after two weeks or with no previous notification are not eligible for a refund.
Please keep in mind that Final Sale items are non- exchangeable and non-refundable.
PRODUCT CONDITIONS FOR FULL REFUND
All item(s) must be unused, unworn, unwashed, unaltered and in the exact same condition as shipped.
The product(s) must be returned in and with the original packaging, including branded boxes and dust bags which are also part of the product.
All tags should be attached in their original place.
If all of the above conditions are not met, you may not be eligible for a full return.
In that case, you will have the option of receiving the product back at your own expense.
Should you refuse to have it returned, we reserve the right to keep the product and the original amount invoiced.
If a product is faulty or not as described, you have the right to have the product replaced or to cancel the order and receive a full refund. The cancellation period starts from the date of the email confirming your order and ends 30 days after the day you received the product.
If more than 30 days have passed, we will endeavour the exchange or repair the product. Please note that items that are damaged because of wear and tear are not considered to be faulty. In case of a faulty item please email us a picture and explain the situation prior to sending the product to us.
Lily & Klaus’ team checks all items thoroughly prior to sending every order; we advise customers to also check the products on receipt prior removing any product labels. Lily & Klaus will only accept returned goods that are in the same condition as at time of release from our depot in its original undamaged and unmarked packaging.
TAXES AND DUTIES
All products are shipped from our warehouse in Germany. Please keep in mind that duties and taxes may be added to your order, which vary depending on the country of import. This fee is not charged by Lily & Klaus, it is charged by the shipping company directly to the customer.