Refund/Return Policy

Refund & Return Policy

At The Urban Lily, we are committed to ensuring your complete satisfaction with every purchase. Our policy is designed to be transparent, fair, and customer-focused.

1. Return Eligibility

  • Items must be returned within 14 days of the delivery date.

  • Products must be in unworn, unwashed, and original condition, with all tags attached and original packaging intact.

  • Final sale items, intimate apparel, and accessories marked as "Non-Returnable" cannot be returned unless defective.

2. How to Initiate a Return

  1. Contact our customer service team within the eligible return period at theurbanlily@outlook.com with your order number and reason for return.

  2. We will review your request and, if approved, provide a Return Authorization (RA) number and detailed instructions.

  3. Please do not ship items back without an RA number—unauthorized returns may not be processed.

3. Return Shipping & Costs

  • Customers are responsible for return shipping costs unless the return is due to an error on our part (incorrect or defective item shipped).

  • We recommend using a trackable and insured shipping method. The Urban Lily is not liable for returns lost or damaged in transit.

  • Original shipping and handling fees are non-refundable.

4. Inspection & Refund Processing

  • Once your return is received, our team will inspect the item(s) within 3–5 business days.

  • Upon approval, your refund will be processed to the original payment method within 7–10 business days.

  • Please note that depending on your financial institution, it may take additional time for the refund to appear in your account.

5. Refund Methods

  • Refunds are issued to the original payment method used for the purchase.

  • If you paid via credit/debit card or PayPal, the refund will be credited back to that account.

  • For bank transfers, please ensure accurate banking details are provided to avoid delays.

  • Store credit or exchanges may be offered at our discretion.

6. Exchanges

  • We currently do not offer direct exchanges. To exchange an item, please return the original product for a refund and place a new order.

  • This ensures you receive your new selection promptly and avoids extended processing times.

7. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or not what you ordered:

  • Notify us within 48 hours of delivery at theurbanlily@outlook.com.

  • Include your order number and clear photos or video showing the issue.

  • We will cover all associated return shipping costs and arrange a replacement or full refund as appropriate.

8. International Returns

  • Customers outside our primary shipping regions may be subject to additional return shipping fees and longer processing times.

  • Refunds will be issued in USD. Any currency conversion differences or bank fees are not our responsibility.

  • The Urban Lily is not liable for any customs duties, taxes, or fees incurred during the return process.

9. Non-Returnable Items

The following items cannot be returned:

  • Final sale or clearance items

  • Intimate apparel (unless defective)

  • Items not in original condition (worn, washed, altered, or missing tags)

  • Gift cards and digital products

10. Contact Us

If you have any questions about our Refund & Return Policy, please contact us:

Email: theurbanlily@outlook.com
Phone: +852 2563 4971
Business Hours: Monday–Friday, 9:00 AM – 6:00 PM HKT

We aim to ensure your experience with The Urban Lily is positive and stylish—from selection to satisfaction.

Thank you for choosing The Urban Lily.