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Return Policy
If you are not fully pleased with your order, we are here to assist. Most items sold on LyraLily may be returned for a refund within 14 days upon receiving your order if they meet all applicable return requirements listed below.
- You can only return goods within 14 days from the day you receive them. We advise our customers to examine the contents of their delivery as soon as it arrives. Once you are sure the items are damaged or wrongfully shipped, please initiate the return & refund process as soon as you can.
- Please kindly contact our customer service department and ask to return your order. Please do not return the package directly to the address on our website or on the package, which are not our return address.
- To be eligible for return & refund, the item must be in its original state. We will not accept the return of used, worn, washed, altered, or damaged goods. Please ensure that you leave the original tags on the items if you wish to return them.
- AII our items are made to order. This means that we do not stock extra items in our store. Once you place your order, it will be made specifically for you. Therefore, we will not accept returns of goods that are as per your order. Our return policy only accommodates damage or wrongful shipment of items.
- When you ship your return to us, please ensure that you keep your shipping receipt and tracking information. We are not liable for returned goods that are wrongfully shipped, damaged, or lost during shipping.
- Once you receive an item that you think is defective, damaged, or wrongfully shipped, please take images of the original package. This will help us fast-track the processing of your return, partial refund, or full refund.
- Once we receive your returned goods, we will inspect your order and notify you that we have received them. Once your return is processed and approved, we will initiate the refund process via the original payment method. Depending on your card issuer's policies, you can expect to receive your credit within a few days.
LyraLily will process a full refund, plus a shipping fee for all damaged, defective, or wrongfully shipped goods. If you are unsatisfied with your order, please take images of the original order so that we can process your refund.
LyraLily will offer you a 90% refund if there is no quality problem but you are not satisfied with the product or you change your mind. We will take a 10% restocking fee, which will automatically be deducted from your refund. Please notice we still charge the shipping fee under this circumstance even if your order is free shipping order. Our free shipping offer is a preferential policy provided to our customers, we need to pay the postage to the courier company. When returning, we will deduct the actual shipping fee.
The item must be shipped back within 14 days including weekends after its delivery to you. Therefore, please contact our customer service to process the return issue soon.
All undamaged returns should be shipped back in their original condition. We do not accept the return of worn, washed, altered, or damaged items. Also, ensure that all returned items are shipped back with their original tags. We may not issue a return for goods that do not meet these conditions or comply with our return policy.
Once you have submitted your return request and we have acknowledged receipt, it will take up to 7 business days to process your return or refund. Please note that the time it takes to receive your credit depends on the policies of your card issuer or bank. Usually, it takes between 7 to 14 working days from most card issuers to process a refund.
All custom fit orders are tailor-made to your specifications. This essentially means that once the order is complete, it will be for you and you only. We can't resell a custom-fit order to another customer. Therefore, we will not process returns or refunds for custom-fit orders unless there is a quality issue. Before you place your order, please ensure that you go over and confirm details about the color, style, and measurements within 24 hours of finalizing your order.
If you wish to keep your order and make your adjustments, we can offer you a reimbursement. We understand that sometimes, some minor adjustments might need to be made to your order to get the perfect fit. Hence, we offer limited alterations reimbursement for all dresses. This includes both standard sizes and tailor-made dresses. All you need to do is forward us a copy of the tailor's receipt and your order number.Here are our reimbursement limits for custom fit order dresses in USD:
For dresses priced $99 or less - Reimbursement limit $20
For dresses priced $100 - $199 - Reimbursement limit $35
For all dresses above $200 - Reimbursement limit $50
You are qualified to get a full refund if your items are defective, damaged or mis-shipped. If you believe your items were damaged during delivery, you must obtain "Proof of Damage" documentation from your delivery carrier, which should be included in your returned package.
To allow for slight modifications, our tailors reserve additional fabric in the seams of all dresses. We understand that sometimes a finished gown might vary by approximately an inch in either direction of the specified measurements. This will allow you to make alterations so the dress can fit you perfectly.
Concerning color mismatch, please note that there might be a slight color deviation due to your computer screen or mobile device settings. However, if you are convinced that the color is not what you ordered, please contact Customer Service to see if a return or refund is possible.
No returns and no exchanges for perishables, earrings (including jewelry sets containing earrings), and personal care items (including lingerie, etc.) due to hygienic reasons.
As all items (including standard size) are made-to-order, we cannot afford to accept the 'buy-many-keep-one' purchase. Our customer service team may cancel an order believed to have been made with that intention.
All custom fit orders are tailor-made to your specifications. This essentially means that once the order is complete, it will be for you and you only. We can't resell a custom-fit order to another customer. Therefore, we will not process returns or refunds for custom-fit orders unless there is a quality issue. Before you place your order, please ensure that you go over and confirm details about the colour, style, and measurements within 24 hours of finalizing your order.
We ask our customers to carefully consider their purchases and only order the items they truly intend to keep. We have implemented strict quality control measures to ensure that all products meet our high standards before being shipped to our customers. In the event that a product does not meet our quality standards, we will gladly offer a replacement or refund.
Unfortunately, we currently don't offer an exchange service for any products at this time. All our dresses are made to order. Therefore we do not have any extra dresses available for exchange. If you want a different item, please return the order and start a new order from scratch.
1. Submit a return request at Contact Us to Customer Service within 14 days upon receiving your order. Please include an explanation and photographs stating the reason for your return.
2.Once our Customer Service has approved your request, we will provide you with a return address as well as a Product Return Form that must be filled in and included with your return. Please keep the tracking number safe.
3.When we receive the package and check it is normal, we will return the money to your original account.
Please Note:
Original shipping fee & return shipping fee will not be refunded.
We reserve the right not to accept the returns without prior approval from our Customer Service.
We reserve the right not to process the refund if they are returned in unacceptable condition.
We understand that it is a very important undertaking to order a dress for your special occasion, and our cancellation policy was formulated with this in mind. However, it is important to note that our dresses are made to order. Once the tailoring process has begun, the materials cannot be reused. Please be informed that after placing your order, there is still time to change your mind. For details, please refer to our cancellation policy below.
If you cancel your order within 24 hours of payment, you will be eligible for a full refund.
Cancellation within 24 to 72 hours after the order is paid: you will get a partial refund consisting of 50% of the dress price and the full shipping cost.
Cancellation within 72 to 120 hours after the order is paid: you will get a partial refund consisting of 30% of the dress price and the full shipping cost.
Cancellation beyond 120 hours after the order is paid: you will get a partial refund consisting of the full shipping cost.
Once your order has been shipped, it can no longer be cancelled.
If you wish to cancel your order, please log in to your account, go to "My Orders", click "Create a Ticket" or click Contact Us to continue.