Return & Exchange Policy

Return Policy

We are sure you will be delighted with our items, but if not, please contact sales@roselilys.com, or you can click here to start a return or log into your ROSELILYS account and navigate to the My Orders page to submit a return. Once the return request is approved, you can return the item to our return address.

Note:

We gladly accept returns or exchanges within 45 days of receipt for most items in good condition.

Customers will only be charged once at most for shipping costs (this includes returns); No-restocking to be charged to the consumers for the return of the product.

  • Send e-mail to sales@roselilys.com and indicate which item(s) you would like to return for exchange or refund and the reason for your return.
  • RMA (Return Merchandise Authorization) number and return form in PDF format will be sent to you then.
  • Print out the 〝Exchange and Return Form〞 and fill in the necessary return information and put it together with the item(s) in the original packing, and seal the parcel securely. Or if you do not have a printer, please simply write the RMA number on a slip of paper and include it with your return.
  • Drop off your package at the local post office. We recommend shipping with insurance and keeping your shipping receipts until your return is processed. ROSELILYS is not responsible for missing, damaged, or lost packages in transit.
  • Once we receive your package, we will promptly process an exchange or issue a refund to your account in accordance to our return conditions.

Return Conditions

  • We accept returns postmarked within 45 days of the original receipt date. If 45 days have gone by since your receipt, unfortunately, we can't offer you a refund or exchange.
  • The following items cannot be returned, refunded or exchanged: ①Items on clearance,②Silk Lingerie,③Customized Items,④Monogrammed Items.
  • Items must be returned unworn, unwashed, undamaged with all original tags attached. We do not accept a returned item that's worn, damaged, washed or altered in any way.
  • We do not accept returned items that were sent back by you directly without checking with us first. Note: Please make sure that you will return the package to our agreed return address. Or it will affect the processing of your return.
  • You are responsible for return shipping costs and non-refundable. But a refund for the return postage will be given in the instance of incorrect, damaged or faulty goods. If you received incorrect, damaged or faulty goods, please send us an email and attach clear photos of the items that verify a quality issue first. Please follow the instructions that are provided by our customer service team.
  • Return RMA Number and return reason should be filled in the 〝Return And Exchange Form〞, or any delayed we will be out of responsibility.
  • Please kindly noted that the refund for the item will be based on the actual price you paid to us. The actual price will be affected by the discount or promotion, coupon code, ROSELILYS points and so on you have applied at the time when you purchased.
  • For a refund, it will be issued to your original payment method within 3 to 5 business days of receipt of your item(s) or in the form of online credit. Refunds cannot be returned to alternate cards or different forms of payment. Please note that payment processing is beyond our control and it may take up to 7-10 additional business days for the funds to be credited to your account used during checkout. If the value of the remaining products of your order is less than £30, £10 shipping postage will have to be deducted from the refund of the returned items.
  • For exchange, the new items will be processed within 3 business days of receipt of your item(s). And for the estimated shipping time, please refer to the shipping time for the normal order.

ROSELILYS.com reserves the right to make any amendments to this policy at any time. Notification of any changes will be published on this page.

If you have any queries about the Shipping & Return, please contact our Online team at sales@roselilys.com.

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