Return Policy

RETURN POLICY

At Lily & Kate Vancouver, we want you to be happy with your order. If you want to return an item, follow the rules below.

1. When you can request a return

• You can only request a return after you have received your order.

• We do not accept return requests for parcels that are still in transit, refused at delivery, or marked as “return to sender”.

• Reason. We must be able to match the item to your delivered order and inspect the exact item you received before we approve a return.

2. Return window

• Email us within 14 days after the delivery date.

• After we approve your return, you have 14 days to send it back.

3. Conditions for returns

• Items must be unused, unwashed, and undamaged.

• Keep all tags and labels attached.

• You may try an item on. You may not wear it outside or for extended use.

• If we receive an item that is used, washed, stained, damaged, or missing tags, we can refuse the return or apply a value reduction.

4. Not allowed

• Returns of items ordered in multiple sizes with the intention to return a part of the order are not allowed.

• Hygiene sensitive items are not returnable if the hygiene seal is broken, or if the item was used.

5. Return shipping and costs

• You pay all return shipping costs.

• You also pay any customs fees, duties, and handling costs linked to the return shipment.

• Original shipping costs are not refundable.

6. How to start a return
   Email info@lilyandkatevancouver.com and include:

• Your order number.

• The item(s) you want to return.

• The reason for the return.

• Photos if the item is damaged or incorrect.

We will reply with the return instructions and the return address. The return address can be outside Canada depending on the item and fulfilment location.

7. Tracking and risk

• Use a tracked shipping method.

• You are responsible for the return until it is delivered to the return address.

• If your return gets lost or delayed, we can only help if you provide tracking proof.

8. Refunds

• We process your refund after the return arrives at the return address and we inspect it.

• If approved, we refund to the original payment method within 14 days after inspection.

• We do not refund before the return is received and checked.

• If you paid by card, your bank can take extra days to show the refund.

9. Wrong item or damaged on arrival

• Email us within 48 hours after delivery.

• Add clear photos of the item, the packaging, and the shipping label.

• We will offer a fix that fits the case, such as a replacement, partial refund, or refund after return.

10. Delivery address responsibility

• Check your address before paying.

• Report address errors within 24 hours after ordering.

• If you entered a wrong address, you cover any extra shipping costs.

This policy does not remove your rights under applicable Canadian consumer protection laws, which can differ per province.