Return / Refund / Exchange Policy

Last updated [4/11/2021]

Thank you for your order! We hope you are happy with your purchase. However, if you are not completely satisfied, you may return the pre-packed L+L bag for a full refund. In order to qualify for a refund, the bag must contain all original items. Individual items within the bag are exchange only, and not eligible for returns. Please see below for more information on our return and exchange policy.

 

RETURNS

All bag returns must be postmarked within 30 days of the Ship date. All returned pre-packed bags must be in new and unused condition. 

 

RETURN PROCESS

To return an item, please email customer service at info@lilyandllama.com. Please be sure to include your original order number and Customer Service will email you the return shipping label. After receiving the label, place the item securely in its original packaging and mail your return to the following address:

Lily and Llama

Attn: Returns Department

Order #: 

Street Address: PO Box 80920

City, State, ZIP: Phoenix, AZ 85060

 

REFUNDS

After receiving your return and inspecting the condition of all items within the pre-packed bag, we will process your return. Please allow at least 5 business days from the receipt of your item to process your return. Refunds take 5-10 days to appear on your credit card statement.

 

EXCHANGE PROCESS

Individual items within the bag are exchange only, and not eligible for returns. To exchange an item, please email customer service at info@lilyandllama.com using the template below below, and Customer Service will email you the shipping label for your item(s).  *If you are exchanging more than one item, please include this information for each item.

Order #:

Item Name:

Size Returning:

Size Exchanging For:

 

Please mail your exchange to the following address:

Lily and Llama

Attn: Exchange Department

Order #:

Street Address: PO Box 80920

City, State, ZIP: Phoenix, AZ 85060

 

EXCEPTIONS

Any individual item within a pre-packed L+L bag is not eligible for a return. These items are exchange only, and may only be exchanged for the same product.

For defective or damaged products, please contact customer service by emailing info@lilyandllama.com to arrange an exchange.

 

QUESTIONS

If you have any questions concerning our return policy, please contact us at: info@lilyandllama.com