Return & Exchange Policy
At Eve & Lilly, every order is carefully checked and packed before dispatch. If you receive a product in a damaged condition, we’re here to help
Return & Exchange Eligibility
Exchanges are considered only when:
• A product is received in a damaged condition.
• The damage is clearly shown in a valid unboxing video.
• The issue is reported to Eve & Lilly within 24 hours of delivery.
For hygiene and quality reasons, we do not accept returns or exchanges for change of mind, personal preference, or after a product has been used, altered, or damaged after delivery.
Eve & Lilly does not provide refunds. Eligible claims will be resolved through exchange only.
Unboxing Video Requirement
To raise a claim, a clear, continuous unboxing video is mandatory.
• The video must begin before the package is opened and continue until the product is completely unpacked.
• The package and product must be clearly visible throughout the video.
• The exact damage to the product must be clearly visible and properly shown in the video.
• The video must be continuous and should not contain cuts or interruptions.
• The claim and unboxing video must be shared with Eve & Lilly within 24 hours of delivery.
Important
• Claims without a valid unboxing video cannot be accepted.
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Claims submitted after 24 hours of delivery may not be eligible.
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Products must not be used, altered, or damaged after delivery.
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No refunds will be provided.
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Once a damage claim is verified and approved, Eve & Lilly will provide an appropriate exchange, depending on product availability.
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If the same product is unavailable, Eve & Lilly will assist the customer with a suitable exchange option.
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Change of mind or personal preference is not eligible for return, exchange, or refund.
Our aim is to resolve genuine damage issues fairly and provide every Eve & Lilly customer with a reliable shopping experience.
