Returns & Exchanges

RETURNS POLICY

We pride ourselves on customer satisfaction and want our customers to feel pleased with their choice. If for any reason you are not entirely happy with your purchase you may return it for a refund or exchange within 14 working days of receipt, provided you give us written notice and follow the procedure outlined below. The 14-day period will commence from the date the goods have been signed for. Unfortunately, we will not be able to process a refund if we have not received your return within this time frame.

If you wish to make a return, you must inform us in writing. Please email customerservice@lylah.co.uk for our returns address, stating your full name and order ID in the subject bar. 

CONDITION OF RETURN

To be eligible for a refund you must return all products in the same condition as you received them: unworn, in original packaging, with all Lylah labels, swing tags and hygiene stickers still attached. Lylah reserves the right to refuse a refund on items deemed not to be resalable. In the event that an item is returned to us in an unsuitable condition, we will send it back to the customer and a refund will be refused. Returns that have been worn or damaged will not be accepted. Knickers should be tried on over underwear, without removing the hygiene sticker. Returns will not be accepted if the hygiene sticker has been removed.

Please complete the enclosed returns form and include this together with the order you wish to return. The customer is responsible for the returns shipping cost, as we do not offer free returns. Please ensure that you use a trackable service. We advise that you insure the goods for the full value, as you are liable for any damage while they are in transit or if they fail to be delivered. We cannot guarantee that we will receive your return, so we recommend that you retain proof of postage in case of dispute.

International orders should be marked as ‘returned goods’, in order to avoid incurring any unnecessary import duty or customs charges. If any applicable customs and handling charges are due, it will be the customer’s responsibility to pay in advance or via deduction from the refund amount.

Lylah will issue any refund due within 14 working days of receipt of the return, provided the returned goods meet the approval of the conditions outlined above. This can take up to 14 working days to receive, dependant on your bank or card issuer. Please note that shipping costs will not be refunded.

EXCHANGES

Purchased items are exchangeable for an alternative size. Should you wish to exchange your order, please contact customerservice@lylah.co.uk within 7 days of receipt of your order, stating your full name and order ID in the subject bar, detailing your required size in the message.

We try to accommodate your requests, although please be aware that exchanges are subject to stock availability. If we do not have your required size in stock, we will process your order as a return and issue you with a refund.

Should you be interested in an alternative style please return the item/s, following the returns procedure outlined above, and simply place a new order. Please note, relevant return charges will apply and delivery will be charged for your new order.