Welcome to LillyExpress Return and Refund Policy, we make shopping fun and easy with our flexible refund and return policy. Our policy requires all items to be inspected for accuracy, functionality before they are delivered to you. If you should receive a faulty order or an incorrect size, please feel free to return the order within 10 days of delivery to our office for an exchange or refund. Our 10-day return policy is to ensure that you are completely satisfied with your purchase. The 10-day return period starts from the time of the first attempt to deliver your order.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

HERE ARE SOME CONDITIONS FOR ACCEPTABLE RETURN/REFUND GOODS:

Damaged Goods: This is considered when the actual item received has obvious cosmetic or physical damage, such as, but not limited to: dents, scratches, cracks, tears, holes, etc.
Faulty Goods: This is when the actual item received has no obvious cosmetic damage, but it does not come or work as it was intended to.
Wrong Item Delivered: This is when the actual item received is a different variation, colour, size, or pattern from what was ordered; or a completely different item altogether from what was ordered.
Expired Goods: This is when the expiration date on the packaging of the actual item is unreasonably close or completely passed.
Others (please specify with correct details.)

ITEMS NOT ELIGIBLE FOR RETURN/REFUND:

Products that have been altered from their original or opened by an authorized personnel without permission.
Products damaged due to misuse, or packaging as any damage to the item’s or product's original packaging will not be accepted.
Products without their original tags or labels.
Perishable goods cannot be returned unless a valid reason is given at the point of delivery with affirmation from the dispatcher.
Item with a stain or fault that is not the same as the reason for the return or refund.
Change of mind is not acceptable.

Please raise all Refund/Return via the 'Refund Tab' or email us at returnandrefund@lillyexpress.com within 10-day of delivery with the following:

Receipt of the purchased item
A picture or video showing the damage or fault on the items would be helpful.

To initiate a return, you can contact us at returnandrefund@lillyexpress.com. Please note that returns will need to be sent to the following address:

LillyExpress Online International Limited
Suit D90-91, Ide Plaza, Plot 484
Utako District, Abuja
Nigeria

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note that if your country of residence is not Nigeria, shipping your goods may take longer than expected.

DAMAGES AND ISSUES

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we may evaluate the issue and make it right. Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

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.

REFUNDS

We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember that it can take some time to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at returnandrefund@lillyexpress.com.