Refund policy

Order Confirmation & Policy Acknowledgment

By placing an order with Lily on Queen, you confirm that:

  • You have read and accepted our return criteria and timelines.

  • You agree to follow the return process as outlined in this policy.

  • This policy and all related order and communication records may be used as supporting evidence in case of disputes or chargebacks.

Returns

Eligibility (within 30 days of delivery):

  • Items must be unused, unworn, unwashed, and in their original packaging.

  • Only normal inspection and handling is allowed.

  • Customers are responsible for return shipping and handling costs.

  • Returns are processed within 7 business days.

  • Returns may be refused if the product shows misuse, excessive wear, or damage not caused by us.

How to Return:

  1. Email info@lilyonqueen.com within 30 days of delivery with:

    • Order number

    • Reason for return

    • Photos of the product if defective or damaged

    • Your full name and shipping address

  2. Wait for our return instructions before sending the product.

  3. Use a tracked shipping service and keep proof of shipment until your return is processed.

Defective or Damaged Items

  • Contact us within 2 days of delivery via info@lilyonqueen.com with:

    • Order number

    • Brief description of the issue

    • Clear photos or a short video showing the defect

  • Depending on availability and the issue, we may offer a replacement.

  • In some cases, returning the item may not be required.

  • Replacements are typically processed within 7–14 business days.

Lost or Unclaimed Orders

  • Contact our support team with your order number and tracking details if your package is lost in transit.

  • We will assist in filing a claim with the courier and arrange a replacement or refund if confirmed lost.

  • For refused delivery, unclaimed packages, or returns due to an incorrect address, a $35 CAD deduction will be applied to your refund to cover administrative and shipping costs.

Cancellations & Right of Withdrawal

  • Orders may be canceled within 30 days of receipt under Canadian consumer protection law.

  • Once an order has been shipped, cancellation is not possible; a return can be initiated after delivery.

  • To cancel an order before shipment, email info@lilyonqueen.com.

  • Customers are responsible for return shipping costs.

Chargebacks & Dispute Resolution

  • Please contact us first if there is an issue; we aim to resolve matters promptly and fairly.

  • In case of a chargeback or dispute, we provide:

    • Order confirmation

    • Tracking details

    • Email correspondence and photos

  • Filing a chargeback without prior contact may delay resolution and affect future order eligibility.

Important Notes

  • All returns must be sent to our central warehouse in Asia at the customer’s expense.

  • We are not responsible for transit delays or customs clearance issues.

  • Hygiene-sensitive items in unsanitary or used condition cannot be returned.

  • Returns are not free; shipping and handling fees apply.

Contact

For any questions regarding this policy, please reach out to our Customer Support Team at info@lilyonqueen.com.