We have a 14-day return policy, which means you have 14 days from the date of delivery to request a return for a refund or store credit. Any return requests made outside the 14 day return period will not be accepted.
Customers are responsible for return shipping costs. Original shipping costs are non-refundable. We recommend using a registered or trackable postal service and retaining your tracking number for reference. LYLAH is not liable for any items lost or damaged in transit when being returned. All returns must be sent via a prepaid shipping method.
To be eligible for a return, your item/s must meet the following conditions:
- Item is unworn, unused and unwashed
- Item must be in its original condition with original packaging and all tags still attached
- Item is unmarked or unstained (including makeup, perfumes and spray tans)
- Item has hygiene stickers still in place (swimwear)
- A receipt or proof of purchase
LYLAH reserves the right to reject returns that do not meet these conditions and the package will be sent back to you at your cost.
To start a return, please contact us at customercare@lylah.com.au with your order number and reason for return. If your return is approved, items must be shipped back within 7 days. You will receive detailed instructions to complete the returns process. Returns received outside this timeframe may not be accepted, so we recommend sending your parcel promptly to ensure it reaches us within the return window. Items sent without prior approval will not be accepted.
Incorrect, damaged or faulty items
We take great care to ensure each item is quality-checked to a high standard before it is sent to you. If you believe an item is faulty, damaged or incorrect, please contact us at customercare@lylah.com.au so we can review the issue and ensure it is resolved as soon as possible. Please note that any damage resulting from normal wear and tear, accidents, failure to adhere to care instructions, or misuse will not be deemed as faulty. To ensure a smooth process, please provide clear photos of the damage, fault or issue along with your order number when reaching out.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European union 14-day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be unworn, unused, in its original condition with original packaging and all tags still attached. You’ll also need the receipt or proof of purchase.
Refunds
Once your return is received and inspected, you will be notified of the outcome. If approved, your refund will be processed to your original payment method, minus any original shipping costs and return costs if applicable. Please allow up to 5-10 business days for the refund to appear in your account.