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Returns and refunds

If the Customer is not satisfied with the purchase, the unworn items can be returned free of charge asking for a change or refund within 20 days from receipt of the order.

The return conditions may vary in conjunction with specific promotions, if indicated in the newsletter.

 

POSSIBILITY TO RETURN THE PRODUCTS

For any reason, the Customer can return the purchased products within 20 days from receipt of the product.

The Customer can return the product:

A. to change it with a product of the same model but in different size and / or color, if available. Customers cannot change the product with another one that is different from the one purchased.

B. to obtain a refund of the amount paid *

 

CONDITIONS TO BE RESPECTED:

  •        Before activating the return procedure, Customers must ensure that the items are in the same condition in which they received them: the products must not have been used, washed or damaged.
  •                    Customers have to try the products in the same way they could try them in a physical store.

 

  •                    Swimwear and underwear must be tested on the personal underwear: the returns of these items will be refused and returned to the Customer in case the transparent hygienic label is removed or in case the items show signs of use.

 

  •                    Each item must be returned including all the original labels, packaging and accessories (Dustbags, hangers, clothes covers, boxes, etc.) received with the order. All footwear and accessories must be returned together with their original box, which is considered to all effects an integral part of the product itself and which must not have been damaged and / or altered in any way, nor used as a single external packaging.

 

  •                         Lilla s.p.a. reserves the right to refuse unauthorized returns or those sent using different couriers than those indicated. In the event that the Customer decides to choose a different courier, the costs of return and any theft or loss will be the sole responsibility of the Customer.

 

THE COST OF THE RETURN PROCEDURE:

 

Returns from Italy:

 

Returns from Italy are possible using Poste Italiane service. The return is free and insured in case of theft or loss during shipment. Customers can request the return of the same product only once. In the event that the Customer wants to make a second return request for the same order, the cost of the shipping is equal to € 9 and it is borne by the Customer.

 

It is also possible to deliver the returned products in one of our authorized physical shops.

 

In this case, the refund will NOT take place at the physical shop: Lillashop.com will refund the amount spent for the purchase, excluding any shipping costs and those related to the choice of the cash on delivery payment method selected during the purchase of the product, using the same method of payment that the Customer chose during the purchase and within 30 working days from receipt of the package in our warehouses.

 

Authorized physical shops:

• Magazzini Firme Desenzano, at Le Vele Shopping Center, Viale Marconi, 11, 25015 Desenzano del Garda BS

• Magazzini Firme Cellatica, Via Caporalino, 41, 25060 Cellatica BS

• Magazzini Firme Molinetto, Via S. Rocco, 71-73, 25080 Molinetto BS

 

Returns from UE/EXTRA UE countries:

 

Lillashop.com will indicate to the Customer the courier to use to return the products.

Here below are the shipping costs for the return provided for the following geographical areas:

European Union: € 9

Extra EU and rest of the world: € 14

 

 

 

Russia: returns from Russia are to be paid by the Customer

 

Any duties regarding the return of the products will be considered paid by the Customer. For this reason Lillashop.com will deduct from the refund due to the Customer the amount of the shipping costs and of any duties.

Authorized returns must be sent from the same country in which the order was originally sent. Lillashop.com reserves the right to refuse the returns in the event that the Customer uses a different courier from the one indicated in Lillashop.com website and in the event that the delivery involves additional costs for Lillashop.com or requires collection at a branch of the courier.

 

RETURN INSTRUCTIONS:

 

Do you have to return something? Follow these steps:

 

  •         Access the following link https://www.lillashop.com/it/returnrequest/new and fill out the return form within 20 days from receipt of the order. When you fill out the online form, the items to be returned and the desired compensation must be specified: size / color change or refund. Once you have completed the form, you will receive the completed waybill within the next 24 hours.

 

  •         Free returns at one of the post offices of Poste Italiane: use the waybill we sent you by mail, print it and attach it well on the package you want to return. Deliver the parcel to the nearest post office within the next 5 days from receipt of the waybill; you can find the most convenient one for you on the website www.poste.it

 

  •         Keep proof of shipping until you receive confirmation of the return by mail.

 

Return procedure regarding the change of the color/size:

 

  •         It is possible to change an item only with a different size or a different color of the same item, if available. It is not possible to change the item with a different one.

 

Return procedure to get the refund:

 

  •         For orders paid by Credit Card or PayPal: the refund will be visible on the statement of the payment account of the credit card or PayPal account of the Customer after a maximum of 30 working days from the date of return of the package in the warehouse. This timing may vary slightly depending on the bank circuit of the credit card used. It is possible to request reimbursement of the amount spent at the time of the purchase (for example, if the item was purchased during a promotional period, the amount reimbursed will be the one related to the promotion and not to the price list).

 

  •         For orders paid with the cash on delivery method: when the Customer fills out the return form, the IBAN must be specified and the Customer will be refunded by bank transfer within 30 working days from receipt of the parcel in the warehouse.

 

The shipment can take up to 15 working days to arrive in our warehouses.

 

The cost of the shipping for the return is free.

 

Lillashop.com reserves the right to refuse unauthorized returns or sent by different couriers than those indicated. In the event that the Customer decides to choose a different courier, the costs of return and any theft or loss will be the sole responsibility of the Customer.

 

All returned items are inspected by Lilla s.p.a. and must comply with all the parameters listed in the return procedure. Lilla s.p.a. reserves the right to establish a charge equal to 50% of the value of the returned goods if the return does not comply with all terms and conditions set forth in its returns policy.

 

THE WAY IN WHICH THE CUSTOMER WILL BE REFUNDED

 

Lillashop.com will refund the amount spent for the purchase, excluding any shipping costs and those related to the choice of cash payment method selected at the time of the purchase of the product, provided that the conditions set out in the paragraph "Conditions to be respected" are complied with. The Customer will be reimbursed using the same payment method that the Customer chose during the purchase.

The time of crediting the refund to the Customer's current account may vary depending on the bank circuit of the credit card used by the Customer.

 

In any case, Lillashop.com reserves the right to suspend the practice of reimbursement until the moment when the Customer demonstrates with appropriate documentation that he/she sent the product back.