Refund policy

At LILA POLLY, we want you to feel great about every piece you choose. If your purchase isn't quite right, our return policy will help you understand the next steps.

1. Return Period & Conditions

Eligible items may be returned within 30 days of delivery.

To qualify, items must be:

  • Unworn, unwashed, and unused

  • In their original condition, without stains, makeup, perfume, or odors

  • Returned with original tags attached

  • Free from damage or alterations caused after delivery

  • Accompanied by original packaging where applicable

All returned items are subject to inspection before a refund is approved.

2. Items We Cannot Accept

For hygiene and product-condition reasons, the following items are generally not eligible for return:

  • Items marked Final Sale or explicitly listed as non-returnable

  • Bodysuits and intimate apparel

  • Swimwear with removed or damaged hygiene liners

  • Undergarments

  • Hygiene-sensitive accessories identified as non-returnable

  • Items that have been worn, washed, stained, altered, or damaged after delivery

  • Items missing original tags

  • Requests submitted after the 30-day return period

Please review product descriptions carefully before completing your purchase.

3. Start Your Return

To request a return, contact our customer support team before mailing any item.

Email: vip@lilapolly.com

Please provide:

  • Your order number

  • The item you wish to return

  • The reason for the return

  • Clear photos if your item arrived damaged, defective, or incorrect

Our team will review your request and provide the appropriate instructions.

Please wait for return instructions before sending your package. Do not send returns to our business address unless we specifically authorize that location for returns.

4. Return Shipping Fees

For returns due to a change of mind, sizing preference, or other reasons unrelated to a product defect, the customer is generally responsible for return shipping costs.

If your item arrives damaged, defective, or different from what you ordered, please contact us before returning it. We will review the issue and advise you on the appropriate resolution.

Original shipping charges are generally non-refundable unless otherwise required by applicable law or agreed upon by our team.

5. Damaged or Incorrect Orders

We want every order to arrive as expected. If something is wrong with your purchase, please email vip@lilapolly.com as soon as possible.

Include your order number, a short description of the issue, and clear photographs showing the item and the problem.

After reviewing your request, we will work with you to determine an appropriate solution, which may include a replacement or refund where applicable.

Please contact us before shipping the item back.

6. Refunds & Processing

Once your return arrives at the designated return facility, our team will inspect the item and notify you whether your refund has been approved.

Approved refunds will be issued to the original payment method.

Please allow additional time for your bank or payment provider to process and display the refund. Processing times may vary by financial institution.

Items that do not meet the return requirements may be ineligible for a refund.

7. Order Cancellation Requests

If you need to cancel an order, email vip@lilapolly.com as soon as possible.

We will try to accommodate your request before the order has been processed for shipment. Once an order has shipped, cancellation may no longer be possible, and the standard return procedure may apply.

A cancellation is not confirmed until our team responds.

8. Refused or Undeliverable Packages

If a package is returned because of an incorrect address, incomplete delivery information, refusal of delivery, or other circumstances attributable to the customer, applicable shipping or return costs may be deducted from an eligible refund where permitted by law.

If your package is returned to us, please contact our support team for assistance.

9. A Few Important Details

Please keep your return tracking number until your return has been fully processed.

Returns must follow the instructions provided by our customer service team. Refund eligibility is determined after inspection of the returned merchandise.

Nothing in this policy limits any consumer rights that cannot legally be excluded.

10. Contact Us

For return or refund questions, please reach out to our team.

LILA POLLY
Email: vip@lilapolly.com
Business Address: 202 Deann Dr APT 12, Independence, OR 97351, USA

Important: This business address is not a return address. Please contact us before sending a return package to receive the correct instructions.

Thank you for shopping with LILA POLLY. We appreciate your trust and look forward to helping you find pieces you'll love.