Returns, Exchanges and the Right of Withdrawal

We hope you love your purchase, but we understand that sometimes a return or exchange is necessary, and we’re here to make the process smooth and clear and help you out!

A kind note on sustainability <3

We kindly ask that you shop mindfully. Returns have an environmental impact, and reducing unnecessary returns helps us all move towards a more sustainable future. If you’re unsure about sizing or a specific style, our team is always here to assist you before you make a purchase.

Return eligibility:

Our return policy follows EU consumer law. By law, you have 14 days from receiving your order to notify us if you wish to return it. Our return process is set up to follow this rule in a clear and transparent way.

1. You must register your return within 14 days from receiving your order.
2. After registering, you have to ship the item(s) back within 14 days.
   
3. We unfortunately cannot accept returns that are sent after either of these deadlines, and cannot make exceptions.
4. The item(s) being returned must be in their original, unworn, and unwashed condition with all tags and hygiene liners intact.
5. Items that have been been worn, washed, or altered in any way will not be eligible for return or exchange.

Return process:

To initiate a return, please follow these steps:

1. Fill our return form HERE and follow the instructions provided.
2. Clearly mark your name and order number on a paper slip inside the package, or include your original order confirmation.
3. Pack the item(s) securely in their original packaging, if possible.
4. Follow the shipping information received by email after filling our return form.
5. Please make sure you send your items back within the 14-day return period.

Return shipping:

• The cost of return shipping is the responsibility of the customer.
• Depending on your location, you may choose one of our prepaid shipping options (6,90€-8,50€) or arrange your own shipment back to our warehouse.
• Prepaid shipping labels are available in Finland, Sweden, Denmark, Germany, Netherlands and Belgium.
• If you organise your own shipment back to our warehouse, we advise using a tracked service and keeping your return receipt until your return has been processed.
• Please ensure your return is addressed correctly and sent with suitable packaging. We are not responsible for returns sent to the wrong address, damaged during transit, or lost in shipping.
• Please note that we have warehouses in Germany and in Finland. Your return must be routed back to the original shipment location. For example, if your ordered from our warehouse in Finland, you cannot return to Germany.

Non-EU returns:

All non-EU returns must be sent to our address in Finland for customs clearance.

• We cover any customs clearance fees for non-EU returns, but only if the return is sent directly to our address in Finland. We can only clear customs for returns that have been sent to Finland.
• If you need to (or accidentally do) send your return to our warehouse in Germany, it needs to be sent duties and taxes prepaid for us to receive it.
  

Refunds:

• All returns are processed as soon as possible at our warehouse. You will receive an email confirmation as soon as your return arrives, and another one after it's been handled.
• Refunds are always issued to the original payment method used for the purchase.
• If you have qualified for our free shipping (on orders over 150€) and return items items so that your order total doesn't reach 150€, our standard shipping cost will be deducted from your refund.

Exchanges:

• We offer size and style exchanges via our return portal.
• You can either choose a new size or a completely new style via our return portal. We will cover the shipping of your new item(s) in case of an exchange.
• One exchange is included for each order. If you need to carry out a second exchange, it will follow our standard returns process and fees.
• If the you choose a store credit or an exchange instead of a refund, the original order is considered completed and the 14-day withdrawal period does not restart.
• If you wish to return after an exchange, it has to happen within the 14-day return period counted from the original order. In other cases, we can offer a store credit or a second exchange. No monetary refund will be available after the original 14-day return period.

Damaged or defective items:

If your item or order arrives damaged, defective or incorrect in any way:

• We kindly ask to please reach out to us within 3 days of delivery. It's helpful to include photos of the fault, if possible. Our team will guide you through the process and ensure a replacement or other solution to the issue.
• Please keep original packaging until your case is resolved - this is helpful for us to track the case with the warehouse and the courier.
• In case of a damaged or defective item or order, we will cover the return and reshipment costs.

Cancellations:

• We strive to process and ship your orders as quickly as possible. Due to this, cancellations are only possible if your order has not yet left our warehouse and taken that our customer service team is able to stop the package from being fulfilled.
• If your order has already been fulfilled or is already on the way, we, unfortunately, cannot cancel or alter it anymore. In this case, you can follow our standard return process once you receive the package.

Unclaimed parcels and refused deliveries:

If your parcel is not collected from the pick-up point, if it hasn't arrived due to incomplete address information or if delivery has been refused:

• Your package will return to us, but please note that an unclaimed parcel is not a standard return.
• Unclaimed or misdirected packages will incur a 20€ shipping and handling fee to cover return shipping and processing costs. The fee will be deducted from your refund.
• Reshipment can be organised after your package has returned to us.
  

Right of Withdrawal

Based on EU consumer law, you have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire after 14 days from the day on which you, or a third party other than the carrier, acquire physical possession of the goods.

To exercise the right of withdrawal, you must inform us:

Lilja the Label (Liljalla Oy)
Fredrikinkatu 25
00120 Helsinki
Finland
E-Mail: info@liljathelabel.com
Tel: +358 50 551 2748

by means of a clear statement (e.g. email or a letter) of your decision to withdraw from this contract. 

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of standard delivery (but excluding additional costs resulting from your choice of a more expensive delivery method), without undue delay and in any event not later than 14 days from the day on which we are informed of your decision to withdraw from this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is earliest.

You shall send back the goods without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal. You will have to bear the direct cost of returning the goods.

Model Withdrawal Form

(complete and return this information only if you wish to withdraw from the contract)

— To: Lilja the Label (Liljalla Oy), Fredrikinkatu 25, 00120 Helsinki, Finland / info@liljathelabel.com
— I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)
— Ordered on (*) / received on (*)
— Name of consumer
— Address of consumer
— Signature of consumer
— Date

(*) Delete as appropriate