Refund policy

Last updated: September 18, 2026

We accept returns of eligible items within 30 calendar days after delivery, including if you change your mind or the size is unsuitable. This policy applies to purchases from Lily Monroe delivered to the United States.

Returns at a glance

Return window: 30 calendar days from delivery.
Return method: by mail, following authorization.
Change-of-mind return postage: paid by the customer.
Damaged, faulty or incorrect items: we cover required return postage.
Restocking fee: none.
Refund completion: up to 14 calendar days after we receive an eligible return.

Condition of returned items

For a change-of-mind return, keep the item unworn, unwashed and unused, with its tags and original packaging. Trying an item on carefully to check fit is different from wearing it. Please take care to avoid marks, fragrances or other changes while assessing it. Include proof of purchase or your order confirmation. These conditions do not remove your rights if an item arrived faulty, damaged or not as described.

How to start a return

Email support@lilymonroe.com within 30 calendar days of delivery with your order number and the item you want to return.
Tell us whether this is a change of mind, a fit issue or a problem with the item. Photographs are helpful for damage or an incorrect product.
Wait for authorization and the correct return destination before posting your parcel.
Pack the item securely, use a tracked service and keep proof of postage. Email us the tracking number.

Contact us promptly within the return window so we can provide instructions. If our response delays the return, we will take that delay into account when assessing eligibility.

Return destination and postage

The authorized return address is supplied with your return instructions. Do not send a parcel to the dispatch address on the label or to our registered office without authorization. Contact us before ordering if you need the destination to assess return costs; a US return address is not promised.

You arrange and pay for postage for a change of mind or unsuitable size. We do not provide a prepaid label for these returns. The price depends on the destination, carrier and parcel, so we do not quote a fixed return-postage amount. There is no restocking fee. Because standard outbound delivery is free, there is no standard delivery charge to deduct from the refund.

Damaged, faulty or incorrect items

Contact us as soon as you notice an issue and include the order number and a description. Keep the item and packaging while we review it. We will arrange an appropriate replacement or refund and cover any return shipping required to resolve a confirmed defect or our fulfillment error. Do not purchase return postage for such an item until we have provided instructions.

When will I receive my refund?

Allow up to 14 calendar days from the date we receive your eligible returned item for the refund to reach your original payment method. This total includes inspection, our refund processing and the time taken by your bank or payment provider. Return shipping time is not included.

We email you after inspection to confirm the outcome. An approved refund covers the eligible returned item's purchase price, including any applicable tax collected on that item. Refunds go back to the original payment method; we do not require you to accept store credit instead. If the refund has not appeared by the end of the 14-calendar-day period, contact us so we can trace it.

Items that do not meet the return conditions

If a change-of-mind return has been worn, washed, damaged after delivery or is incomplete, we will explain the issue before deciding whether it qualifies. Any proposed partial refund will be explained to you. We do not use this condition to deny remedies for an item that arrived faulty or was described incorrectly.

Exchanges

We do not process direct exchanges. Return the original item under this policy and place a separate order for your preferred size or color. A new order is subject to the price and availability shown when it is placed.

Order cancellations

You can request a free cancellation within 12 hours of ordering by emailing your order number. After that time, we will check whether fulfillment can still be stopped. Once dispatched, the returns procedure applies after delivery. If we cancel an order after payment, we refund it to the original payment method; allow up to 14 calendar days from cancellation confirmation for the credit to appear.

Your consumer rights

This policy supplements, and does not restrict, rights or remedies that apply under mandatory consumer law.

Contact Lily Monroe

Email support@lilymonroe.com for product questions, order updates, returns or privacy requests. Include your order number if your enquiry relates to a purchase. Do not email full card numbers or account passwords.

Customer care hours: Monday to Friday, 9:00 AM to 5:00 PM; Saturday to Sunday, 9:00 AM to 1:00 PM, Eastern Time (ET).