Exchanges and returns are both handled through our returns portal. Within the EU, one exchange per order is free, so if another size or style would work, an exchange is the better choice.
- Go to our returns portal within 14 days of receiving your order and follow the steps.
- Select the items you're sending back and choose whether you want an exchange (a different size or a different item) or a refund.
- Choose a return method from the options the portal offers. The options depend on your country.
- The portal sends you the return instructions by email. Follow the instructions for your own return.
- Pack the items securely, in the original packaging if possible. Add a paper slip with your name and order number, or your order confirmation, inside the parcel.
- Send the parcel within 14 days of registering, and keep the receipt or tracking code until your exchange or refund has come through.
Return methods
- EU countries: choose a prepaid return label in the portal. For an exchange it's free (one exchange per order). For a return it costs 4,90–7,50 € depending on your country, and the price is deducted from your refund, so there is nothing to pay separately. You can also arrange your own tracked shipment.
- In our Helsinki store: you can bring your return or exchange to our store at Fredrikinkatu 25. Register it in the returns portal first and choose the in-store return option. There is no return shipping cost. See Where is the Lilja store and when is it open?
- Countries outside the EU (Norway, Switzerland, the UK, the USA and others): please arrange your own tracked shipment to Finland. We take care of the customs clearance and its costs at our end. Please don't send a return from outside the EU to Germany. Our German warehouse can't clear parcels through customs, so a parcel sent there would be stopped and sent back to you.
What happens next?
You'll get an email when your parcel arrives at our warehouse and another when it has been processed, usually within 2–3 business days of arrival. For an exchange, your new item ships at that point. For a return, the whole process from posting the parcel to receiving your refund typically takes 7–14 days. See Where is my return? and When will I be refunded?