Prioritizing health and safety of our Associates and Customers. Lylune & COVID-19 Shipping Updates | LEARN MORE

Terms and Conditions

Please read Returns & Exchanges and Shipping Policy.

UPDATE: As we all face the spread of COVID-19, we continue to prioritize health and safety. Our items are shipped in different locations US, China and Europe. We are experiencing shipping delays to our customers in the US, Canada, United Kingdom, Australia and New Zealand. The operations have been placed with cleaning and sanitation as priority. Please note do not be alarmed if you do not see a tracking update on your item. The tracking will appear when it is landed in your country. Shipping time information will be located at the product description per item. All are different. 

Any FREE PLUS SHIPPING ITEMS on our site DO NOT qualify for refunds. Unless, received damaged or broken with a proof of an image or images sent to our customer support and will be verified. Receiving a wrong item, the item will be replace with a proof of image sent to the customer support.

WHAT DOES NOT QUALIFY FOR RETURNS OR REFUNDS  

Customers are responsible for providing the right shipping address. If the address is not correct on the shipping, customer(s) will not qualify for a refund. 

Orders once placed for personalized/monogrammed item(s) cannot be canceled, or returned item(s) identified as final sale. Please check placements and spelling.

Any CUSTOM PRINT ON DEMAND ITEMS on our site DO NOT qualify for a refund.   

All items for personalized/monogrammed and custom print on demand we do not refund for the customers incorrect size choices or quest design changes.

We do not refund on international orders to customers who refuse delivery. 

Refunds 

Please Contact us first for refunds at info@lylune.com
To quilfaily the following:

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange. 

To complete your return, we require a receipt or proof of purchase order number.

To be eligible for a return and sanitary reasons, your item must be unused and in the same condition that you received it, unworn, no pet or human hair, undamaged, saleable with original tags and packaging. We do not accept returns on chewed toys. Lylune do not guarantee any toy against chewing.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. The process will take up to 7 to 10 business days. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. For the rejection item(s), the customer will be responsible to pay for the return shipping fee. 

Lylune reserves the right, to determine if returned merchandise is in saleable condition.

Late or missing refunds 

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@lylune.com.

Exchanges 

If Lylune, is at fault sending you an incorrect size, defective or damaged goods, send us an email at info@lylune.com for an exchange. Please include picture(s).

If customers is at fault for incorrect order(s), we do not offer exchanges. What we offer is for you to send back your item(s) according to the refund and shipping instructions (if applicable). Customers can then place a brand new order.

Discounts

Cannot be used on Special Offers.

Gifts

If The gift giver had the order shipped to themselves to give to the recipient later, the gift giver must be the one who will return or exchange the merchandise(s) with proof of receipt. See above. Cannot be used on Special Offers.

Shipping 

Customer will be responsible for paying their own shipping costs for returning item(s). Shipping costs are non-refundable. 

If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

INTERNATIONAL SHIPPING 

All international orders are subject to additional customs fees. Due to your country taxes and duties. These fees are not associated with Lylune. Clients are responsible to pay the customs fees when your item arrives. Also, if the client decides to return or exchange the item(s), Lylune is not responsible for your refund on your country’s customs fees. If you have any questions about your country's customs procedure or fees, please contact your customs office.

TRACKING 

All shipments include tracking and/or delivery confirmation number. Please check your email or in the spam folder for this information. 

Lylune is not responsible for any lost or stolen packages. Once the package(s) has been shipped, for any complaints or problems with the package(s) should be directed to the carrier. 

Once the package(s) has been shipped, the order can no longer be cancelled.