Refund Policy

1. Order Cancellation

You may request cancellation before your order has been shipped. Please email customer.service@lilysmoment.com as soon as possible with your order number.

Once the package has been picked up by the carrier, the order cannot be canceled. This does not prevent you from requesting after-sales support for an eligible product issue described below.

2. No Returns for Personal Reasons

After delivery, we do not accept returns, exchanges, or refunds for personal reasons, including a change of mind, ordering the wrong size or color, cancellation of an event, or wanting to return decor after using it for an event.

Customized products also cannot be returned or exchanged for personal reasons. Quality issues, incorrect or missing items, and transit damage or loss can still be reported for review under the following procedure.

3. Product Issues and How to Apply

If your order has a quality issue, an incorrect or missing item, or damage or loss during transportation, email customer.service@lilysmoment.com within 7 days of receiving your package.

Provide your order number and a clear description of the issue.
Attach clear photos of the affected item, its packaging, and the shipping label, along with any other available evidence.
Our team will review your request and confirm the appropriate resolution, which may be a replacement, partial refund, or full refund.
If a return is required, obtain approval and follow the return instructions provided by our team. Do not send items back before receiving these instructions.

If a shipment has not been delivered and you suspect it is lost, email us with your order number and tracking details so we can review the shipment with the carrier.

4. Return Shipping Costs

When a quality issue, incorrect item, or transit damage is confirmed and we require the item to be returned, Lily’s Moment will cover the return shipping cost. We will provide a prepaid return label or arrange collection.

5. Refund Processing and Payment

After an approved return is received and passes inspection, we will initiate the approved refund within 2–3 business days. If a return is not required, our team will confirm the refund arrangement by email.

Refunds are issued to the original payment method. Our refund processing time is separate from the time your bank or payment provider takes to post the funds. For Shopify Payments refunds, receipt may take up to 10 business days; other payment methods follow the provider’s processing time.

6. Change of Shipping Address

Please double-check your shipping address before placing your order. Once the package has been picked up by the carrier, we cannot change the shipping address.