Refund policy
Our policy lasts for 30 days. If 30 days have passed from the time of placing the order, unfortunately we cannot offer a refund or exchange.
Only regular priced items will be refunded, unfortunately products in the "Sale" or "Outlet" section cannot be refunded, but they can be exchanged.
To be eligible for a return, the item must be unused and in the same condition that it was received, cannot have been worn, altered, washed, and must have all original tags and packaging. Items from the "Imperfect Magic" collection are already super discounted at the final price and cannot be returned, refunded or exchanged.
Additional non-returnable products:
* Gift cards
* Accessories, headbands or headbands
To start a return process, we require that you contact Lilo Couture by Liliana Esquivia at email clientes@lilo.com.co and tell us the order number, the reason for the return and a phone number, so our customer service advisors will contact you to approve your return.
Once our team has given you the go-ahead to start the return, you need to send the items approved for return in the same conditions in which you received them and with the original labels to the following address: Carrera 13 # 13 A - 17, Cereté, Córdoba, Colombia.
We recommend that you confirm us by email at clientes@lilo.com.co that you have already sent your package and that you obtain a tracking number for your safety and to be able to recover the package in case of loss or delay.
Once your return is received at Lilo Couture by Liliana Esquivia and passes inspection, we will send you an email to notify you that we have received your return. We will also notify you of the options for which you are eligible.
The following are the options you may be eligible for:
exchanges
Because changing your mind is also valid! These are the cases in which we offer exchanges:
- Due to manufacturing defect - Lilo Couture pays the new shipping costs
- Wrongly shipped item - Lilo Couture pays the new shipping costs
- Wrongly ordered item - The Customer pays the new shipping costs (The most common case is that the customer orders the wrong size number, for this we recommend that you check our size chart before ordering and follow the instructions)
- Change of opinion of the client - The Client pays the new shipping costs
refunds
We only offer full refunds for items that have been shipped with manufacturing defects. In this case, we will reimburse you for the full value of the product, and up to ,000 Colombian pesos to cover the shipping costs incurred to send the item back to Lilo Couture by Liliana Esquivia.
If approved upon inspection of the item, then your refund will be processed and a credit will automatically be applied to your credit card or original method of payment used at the time of ordering. Lilo Couture will process the refund internally within 3-5 business days.
If the payment was made by credit card, PayU, the payment gateway we use takes approximately another 5 to 10 business days to notify the bank that issued your card of the refund.
If after 15 business days you still have not received your refund, please contact the bank that issued your credit card, sometimes there are delays between entities.
If you have followed all of these steps and still have not received your refund, please contact us at clientes@lilo.com.co and your refund is still withheld at PayU, we will report the incident to speed up the process.