It happens, and it can be sorted out. If a parcel isn't collected in time, can't be delivered, or the delivery is refused, the courier sends it back to us. Once it's on its way back we can't stop it, but you have two easy options.
If you still want your order
Email hello@liljathelabel.com with your order number and we'll arrange a new shipment as soon as the parcel is back with us.
If you no longer want your order
Email hello@liljathelabel.com and tell us you'd like to cancel the purchase. When you let us know within 14 days of the parcel arriving at the pick-up point, we treat it as a normal return under your right of withdrawal:
- we refund the items, and within the EU also the standard shipping fee you paid when the whole order comes back
- only the actual cost of the return freight is deducted from the refund
- no handling fee is charged
The refund is made once the parcel is back at our warehouse.
Tip: if the parcel is still waiting for you, it's usually cheapest to collect it and register a return or an exchange in our returns portal. Within the EU one exchange per order is free.
If we don't hear from you
When a parcel comes back to us without any message from you, we refund the order once it has arrived and deduct a 20 € shipping and handling fee, which covers the return freight and the processing. A quick email to us is all it takes to avoid this.
Orders outside the EU that are refused at delivery or at customs
A refused customs parcel isn't a return in the usual sense. It travels back through customs, which causes a lot of additional freight and customs costs for us, so we unfortunately have to deduct 40 € from the refund in these cases. If you'd like to send your order back, collecting it and making a standard return is the better option for you. See Do I have to pay customs fees or import taxes?