All orders placed on thelilou.com will ship from our facilities within 1-3 business days from order confirmation. Final delivery date will depend on carriers capacity. Most orders arrive within 5-7 days from when order was placed.
Lilou currently only ships via USPS Priority. At this time, Lilou is not able to provide any expedited shipping options or alternative carriers.
Lilou currently offers shipping to all 50 states within the U.S., including APOs/FPOs and U.S. territories such as Puerto Rico, Guam, and U.S. Virgin Islands.
Lilou does not hold responsibility for shipping and delivery to PO Boxes. Please note return policies apply from the date the tracking number is marked as delivered to a PO Box address even if the package has not yet been physically picked up by the recipient.
International shipping is not available at this time.
A package may be marked as "undeliverable" by the shipping courier for various reasons including but not limited to:
- The address is incorrect. The shipping courier does not recognize the shipping address as a valid address.
- The address is incomplete (i.e. missing an apartment number, suite number, building number, office number, etc).
- The shipping courier attempted to deliver the package but the recipient was unavailable to receive or pickup the package by the courier's designated deadline.
- The recipient refused delivery of the package.
In these cases, the undeliverable packages are returned to the sender. Refund of the order (minus shipping costs and related handling costs) will be processed to the order for undeliverable packages. Please allow a few business days for the refund to post to your payment method for the order.
Lilou offers a 14-day return policy, which means you have 14 days after receiving your item(s) to request a return.
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 order number and proof of purchase from thelilou.com.
To start a return, you can contact us at email@example.com.
The email must include the following information:
- Customer Name
- Order number
- Reason for Return (Incorrect Item, Damaged Item, Change of Mind etc)
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Lilou provides a prepaid return label for $7 deducted from order.
Returns must be sent within seven (7) days of receiving the return shipping label.
Returns must be sent back using the provided return label. Lilou reserves the right to refuse return if shipped using any other method than provided.
You can always contact us for any return questions at firstname.lastname@example.org.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
At this time, Lilou does not offer exchanges. If an item did not work out, we recommend requesting a return and placing a new order for desired item(s)
- Shipping costs are non-refundable unless the item arrived incorrect or damaged.
We will notify you once we’ve received and inspected your return, and 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 it can take some time for your bank or credit card company 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 email@example.com.