Refund Policy

At Lilou New York we want you to be happy with what you ordered. If something isn't right, you have 30 days from delivery to sort it out with us.

Return Window

30 days from the day your order is delivered.

How to Start a Return

Email us at support@lilounewyork.com within 30 days of delivery and include:

• your order number
• what you'd like to do (return, exchange or refund) and a short explanation
• if the item arrived damaged, faulty or incorrect: a photo of what you received

We'll reply within 24 hours on business days with the return address and clear instructions.

Please always contact us first. Items sent back without prior approval cannot be processed.

Condition of Returned Items

To be eligible for a refund, items must be:

• unused, unwashed and in original condition
• returned with tags attached and in the original packaging where possible

Who Pays for Return Shipping

• Change of mind, wrong size ordered, no longer wanted: return shipping is at your own cost. We will always tell you exactly what that costs before you send anything back — never afterwards.
• Damaged, faulty or incorrect item: we cover it. You are never charged return shipping, and nothing is deducted from your refund.

There is no restocking fee. You receive the full item price back.

Damaged, Faulty or Incorrect Items

Contact us within 30 days of delivery and send a photo of the item. You choose: a full refund including the original shipping you paid, or a free replacement. We handle the return at our expense, and in many cases we won't ask you to send the item back at all.

Exchanges

We accept exchanges. Email support@lilounewyork.com within 30 days of delivery. The same conditions apply: an exchange for a different size or colour is at your own return-shipping cost, while an exchange because we sent the wrong or a faulty item is free.

Order Cancellations

You can cancel free of charge within 30 minutes of placing your order, as long as it hasn't shipped yet. What counts is the time your email reaches us, not the moment we read it. Email support@lilounewyork.com and we'll confirm as soon as the refund has been processed.

After 30 minutes your order has entered processing and can no longer be cancelled. You're welcome to return it once it arrives, under the standard return conditions above.

If we can't ship on time: if we are unable to ship your order within 30 days of purchase, we will contact you and you may cancel for a full refund, regardless of the 30-minute window.

Non-Returnable Items

None. All items are eligible for return, exchange and refund if they meet the conditions above.

Refund Timeline

• We inspect the item once it arrives
• Refund processed within 3 to 5 business days
• Sent back to your original payment method, with a refund reference number by email

Card refunds typically take a further 5 to 10 business days to appear on your statement, depending on your bank.

Cancelled orders and orders we are unable to ship are refunded straight away — no inspection needed.

Customers in the EU and the UK

If you are a consumer in the European Union or the United Kingdom, you have a statutory right to withdraw from a distance purchase within 14 days of delivery, with a full refund including standard outbound shipping and no deductions. That right applies alongside the policy above — whichever is more favourable to you is the one that counts.

Need Help

Questions? We're here for you.
support@lilounewyork.com
+1 (516) 537-1421

Customer Support Hours

Monday – Friday: 9:00 AM – 6:00 PM ET
Saturday: 12:00 PM – 5:00 PM ET
Sunday & public holidays: Closed

We reply to all emails within 24 hours on business days.

Company Details

Lilou New York is a trading name of:
RvB Online FSMB
Company registration number: 81999720
Graaf Hendrik III laan 163 B, 4819 CE Breda, Netherlands
support@lilounewyork.com
+1 (516) 537-1421