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 as smooth as possible.

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 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 (starting from 5,90€) or arrange your own shipment back to our warehouse.
• Prepaid shipping labels are currently available in Finland, Sweden, Denmark, Germany, Netherlands, Belgium, Estonia, Latvia and Lithuania.
• If you organise your own shipment back to our warehouse, we kindly ask to use 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.

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 so that your order total doesn't reach 150€, our standard shipping cost will be deducted from your refund. This does not apply where you exercise your statutory right of withdrawal for the entire order – see “Right of Withdrawal” below.

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, or a return after an exchange, it will follow our standard returns process and fees.

Damaged or defective items:

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

• Please reach out to us as soon as you can after delivery, ideally with photos of the fault, so we can resolve it quickly. Contacting us promptly helps us track the case with our warehouse and courier, but it is not a condition of your rights – see “Your legal guarantee” below.
• 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.

Your legal guarantee (2 years)

Separately from the 14-day right of withdrawal, under EU consumer law you have a statutory legal guarantee of conformity of at least 2 years from delivery. If an item is faulty, not as described, or otherwise not in conformity with your order, you are entitled to a repair, replacement, price reduction or refund as provided by law, at no cost to you. This right is not limited by the timeframes for voluntary returns or exchanges described above.

Cancellations:

• You can cancel an order yourself, free of charge, for as long as it has not yet been fulfilled (shipped from our warehouse). To request a cancellation, sign in to your account here and select the option to cancel on the relevant order. You can also contact our customer service team and we will stop the order if it has not yet been fulfilled.
• Once an order has been fulfilled or is already on its way, it can no longer be cancelled. In that case, you can use your 14-day right of withdrawal and follow our standard return process once you receive the package (see “Right of Withdrawal” below).

Unclaimed parcels and refused deliveries:

There is an important difference between not collecting a parcel and telling us you wish to cancel or withdraw:

• If you have told us you wish to cancel or withdraw and the parcel is returned to us as a result, this is treated as a cancellation or withdrawal. We refund the price of the goods together with the standard outbound delivery cost, and we will only deduct the actual direct cost of returning the goods. No separate handling fee applies in this case.
• If a parcel is simply not collected from the pick-up point, is undeliverable due to incomplete address information, or delivery is refused without any notice from you, it will be returned to us. This is not a standard return, and an unclaimed parcel of this kind will incur a 20€ shipping and handling fee to cover return shipping and processing costs, which is deducted from your refund.
• Reshipment can be organised after your package has returned to us.

To avoid delays or fees, the easiest way to cancel or return is to let us know directly – cancel an unfulfilled order in your account, or register a return/withdrawal through our returns portal.

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.

How to exercise your right of withdrawal: You can withdraw easily online – register your return/withdrawal through our returns portal at returns.liljathelabel.com, or, for an order that has not yet shipped, cancel it directly in your account here. You may also inform us by a clear statement (e.g. email or letter) using the contact details below, or by completing the model withdrawal form.

You can also contact us at:

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

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