We absolutely love every single one of the items we have created and we hope you feel the same! If for any reason you don’t, don’t worry! We have a full 14-day return policy counted from the day you receive your order. If you wish to return or exchange your order or parts of it, please read this page and fill in the form at the bottom of the page.
Please note: the products must be unworn, clean and undamaged. We will have to deny the return of your product in case the product is dirty, has been worn or has been otherwise damaged. We will send products that don’t fill our requirements back to you.
Please note: We unfortunately do not offer direct exchanges, but will gladly help you in placing a new order for the new size/style. All returned items will receive a free shipping code, which you can use to choose a different style or size and order it without having to pay for shipping again. Please note that the free shipping code is only valid for exchange orders valued over 20€ (all items except scrunchies qualify) – for environmental reasons, we are trying to avoid sending the tiniest items by themselves.
As per our terms and conditions, the customer is responsible for the return cost. We haven’t wanted included these costs in our product pricing and raise all our pricing respectively, nor can afford to completely pay them out of pocket while we still are a small business. We also want to draw attention to the environmental side of returns, but do understand that sometimes it’s just unavoidable due to different reasons, such as sizing and many other factors.
We are not responsible for lost or misdirected returns so please make sure you have verified the information and our address details before sending the items back to us. We don’t offer direct exchanges, but if you would like to return a product and get a different size or style in exchange, we will provide a free shipping code for you so that you can place a new order without having to pay for shipping again.
We advise you to pack your return as flat as possible. This way we can save on both environmental costs as the package takes up less space but also usually the smaller the package is, the cheaper it is to send as well. However, we don’t recommend sending untracked letters as in case of a lost or delayed parcel we won’t be able to follow it with a tracking code. We recommend keeping the return receipt in case something happens to your package on the way back to us.
How do I return a product?
In an effort to continually minimise our environmental footprint, we have decided to move all returns in our digital system and will not include a return form in every shipment.
If you wish to return any products, please first fill in our digital form (click) so we know that your return is on its way. After receiving the return form, you will receive an email to confirm that we have received your return request and you will receive further information by email. If you don’t receive the email within a couple of minutes, please check your spam in case the e-mail has been routed there.
We unfortunately don’t offer exchanges, but if you need a different size or want a different product for any other reason, we will send you a free shipping code so that you can place a new order without having to pay for shipping twice. This way you can get your new products on the way before your return parcel arrives back at us and therefore can guarantee that the products you’d like to have don’t run out in the meantime. Please note that the free shipping code is only valid for exchange orders valued over 20e (all items except scrunchies qualify) – for environmental reasons, we are trying to avoid sending the tiniest items by themselves.
Always feel free to reach out to us at email@example.com for any questions regarding the return and/or exchange process.
Please note: Fill in the return form HERE and follow the instructions received via email before shipping anything back to us!
You can ship your return to:
Lilja the Label RETURNS
IMPORTANT! Please write your name and order number on a piece of paper and slip the details inside the return package so that we can connect the return shipment with the correct order number.
Packing your return
Please note: When you return products, we kindly ask you to either return the items in their original packaging, or to wrap them in some kind of packaging to protect them during shipping. As your return shipment is your responsibility until it reaches us, sending them back protected will help to keep them safe, undamaged and clean. Original packaging isn’t a requirement as we understand that it may break or otherwise not be suitable.
Faulty or incorrect products
If you think you have received a faulty item or the item you have received isn’t the one you have ordered, please email us at firstname.lastname@example.org so that we can help you as soon as possible. In this case, we will offer you instructions on returning or replacing the product by email. You don’t need to fill in the return form above.
Packages not picked up or denied packages
As per our return conditions, packages that aren’t picked up from the delivery point or packages denied at delivery aren’t classified as returns. If you no longer wish to receive your package, please still pick it up and place a standard return here. Packages that are sent back undelivered unfortunately incur a lot of additional cost for us, and unfortunately we are not able to cover them completely. We understand that mistakes can happen and we are happy to work out a solution for you if your package has returned to us by accident. However for packages that return to us without a contact of any kind, we charge 15€ per shipment to cover these additional costs and will deduct this charge from your refund. Thank you for your understanding!
Your return parcel usually takes 4-20 business days to arrive back at our warehouse depending on where in the world it’s sent from and how your local carrier operates. We understand that these delivery times have been affected by Covid-19 – we will extend our return period accordingly as we understand that these delays are out of anyone’s control.
We will refund your original payment method within 2-3 business days from when your return arrives back at us. Please note that the original shipping cost is only refundable for EU orders*. If you have qualified for our free shipping (for orders over 150€) but return items so that your total order value after the return is less than 150€, our standard shipping cost will apply and the shipping cost will deducted from your refund amount. Thank you so much for understanding!
*We follow EU consumer law in this matter: if you are an EU customer with your shipping address within the European Union, and either return or cancel your entire order, we will refund the original shipping cost you have paid at the time of the order. Otherwise shipping costs are non-refundable.