Return Policy
Return, Exchange & Refund Policy
At Lilar Maison, we want you to be completely satisfied with your purchase. In accordance with European consumer protection law, you have the right to return items within 14 days of delivery. Please review our return, exchange, and refund terms below.
Returns
You may return eligible items within 14 days from the delivery date. To qualify, items must be:
- Unused, unwashed, and in original condition
- In the original packaging with all tags and labels attached
- Returned within 14 days from the confirmed delivery date
To request a return, please contact us at support@lilarmaison.com with your order number and reason for return. Our team will provide you with the return instructions.
Important notes:
- Return shipping costs are the responsibility of the customer, except in cases of defective or incorrect items.
- Original shipping fees are non-refundable.
- We recommend using a tracked courier service, as we cannot guarantee receipt of untracked returns.
Exchanges
If your item arrived damaged, defective, or you received the wrong product, please notify us within 7 days of delivery at support@lilarmaison.com with your order number and photos. We will arrange a replacement or exchange at no cost to you.
For changes in size, color, or style, exchanges are possible under the same conditions as returns (within 14 days, unused, in original packaging). Return shipping fees will apply.
Refunds
Once your return is received and inspected, we will notify you by email. If approved, your refund will be issued to your original payment method within 5–10 business days. Please note that it may take additional time for your bank or payment provider to post the refund to your account.
Refunds apply to product costs only (excluding original shipping fees). If the return does not meet the eligibility criteria, it may be refused or subject to a restocking fee.
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned:
- Personalized or custom-made items
- Items marked as final sale
- Opened or used personal care products
Cancellations
Orders may be modified or cancelled within 12 hours of purchase. After this window, the order may already be processed or shipped, and cancellations may not be possible. Please contact us immediately if you need assistance.
Contact
If you have questions or need support with your return, exchange, or refund, please contact us:
📧 support@lilarmaison.com
📍 Avenida Dom João II, 40, 1990-094 Lisboa, Portugal
Lilar Maison – Where elegance lives.