Customer care
Refund & Return Policy
We want LilyViva objects to feel right in your room. If something is not right, contact us before sending anything back.
Last updated: June 24, 2026
Return window
- You may request a return within 30 days after delivery.
- Returned items must be unused, clean, in their original condition, and in the original packaging when reasonably possible.
- Proof of purchase is required for every return or exchange request.
How to start a return
- Email support@lilyviva.com with your order number, item name, reason for return, and clear photos if the item is damaged or incorrect.
- Do not send items back before receiving return instructions from LilyViva.
- Items sent back without authorization may be refused or delayed.
Return shipping
- For preference-based returns, the customer is responsible for return shipping costs unless local law requires otherwise.
- If we shipped the wrong item or the item arrived damaged or defective, LilyViva will provide a replacement, refund, or return shipping solution after review.
- Original shipping fees are non-refundable unless the return is caused by our error or a verified product defect.
Refund timing
- Approved refunds are issued to the original payment method after the returned item is received and inspected.
- Refunds usually appear within 5-10 business days after processing, depending on your bank or payment provider.
- If a refund is approved but not visible after that period, contact your payment provider first, then contact support@lilyviva.com.
Non-returnable items
- Final sale items, gift cards, used personal-care goods, and items damaged by misuse are not eligible for return.
- Items with hygiene concerns, including baby or textile products that have been used or washed, may be refused unless defective.
- This policy does not limit any mandatory rights you may have under local consumer protection laws.
Contact
LilyViva is operated by Digital Luminary LLC. For order, privacy, or policy questions, contact support@lilyviva.com. We aim to respond within 24-48 hours on business days.
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