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 and exchange 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, the original tags have been removed or the item has otherwise been worn or has marks on it. For hygienic reasons, please only try our bottoms on while wearing your own underwear. Items with hygiene liners removed are no longer returnable. We will unfortunately have to deny returns of products that have been worn, are dirty or have marks on them. In a rare case that this happens, we will contact you and send the product back to you at your cost. Thank you for the understanding and for trying the items on with care.
Please note: We offer exchanges for the same item in a different size via our return portal. While filling in your return information, you are asked whether you’d like to exchange the item to a different size. Size exchanges are free of cost.
As per our terms and conditions, the customer is responsible for the return cost. We haven’t been able to 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.
Size exchanges are free. Fill in our return form and choose your new size here!
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 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 or exchange 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.
Please note: We offer exchanges for the same item in a different size via our return portal. Size exchanges are free. While filling in your return information, you are asked whether you’d like to exchange the item to a different size. If you want to exchange to a whole different style, the best way to go is to place a new order.
Always feel free to reach out to us at firstname.lastname@example.org 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 email@example.com 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.