Refund policy
Cancellations and Refunds
At Lila Dawn, we aim to keep our return policy simple and fair. You can cancel your order at any time before it ships, free of charge.
If you have questions, please email us at support@liladawn.com or call us at +1 (747) 212-2422.
Cancellations (before your order ships)
If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. Reach us during business hours at +1 (747) 212-2422, by email at support@liladawn.com or through the Contact page. Once an order has shipped it can no longer be cancelled, but you can return it under the terms below.
Refunds and Returns
- You have 30 days from the date you receive your item to start a return.
- Items must be unused, in their original condition and in their original packaging. Proof of purchase (order number) is required.
- If you are returning an item because you changed your mind, you are responsible for the return shipping cost.
- If the item arrived damaged, defective or incorrect, we cover the return shipping cost, or you may keep the item where returning it is not practical, and we will refund or replace it.
- If you would like an exchange (for example a different colour), contact us and we will arrange it where stock allows. If the item is out of stock, we will refund you.
How to start a return
- Email support@liladawn.com within 30 days of delivery with your order number and the reason for the return.
- We reply within 1 to 2 business days with approval and the return instructions, including the return address. Please do not send items back before you receive these instructions.
- Pack the item securely in its original packaging, send it with a tracked service and keep your receipt.
Refund timing
Once we receive and inspect your return, we will email you to confirm. Approved refunds are issued to your original payment method within 5 to 10 business days. Depending on your bank, it may take a few additional days to appear on your statement. Original shipping costs are refunded only if the return is due to our error.
Shipping times
We do our best to get your order to you as soon as possible. Estimated delivery times are based on information from our suppliers and carriers, and they can change because of weather, customs checks, peak seasons or carrier delays. Our Shipping Policy explains processing and delivery times in full.
Delays can happen outside our control. If your tracking has not updated for 10 business days, or your parcel has not arrived by the end of the estimated window, please contact us with your order number and we will help.
Please read the following
When you buy from Lila Dawn, you acknowledge the following:
- You will inspect the package on delivery and tell us about any damage within 7 days, with photos of the item and its packaging.
- Returns must be unused and in their original packaging.
- If your order has already left the warehouse, it can no longer be cancelled; you may return it under this policy.
- Delivery dates shown on our site are estimates and may change because of factors outside our control, such as carrier delays.
Damages
Please inspect your parcel when it arrives. Keep the packaging until you have checked your order. If an item arrives damaged, email us within 7 days with your order number, clear photos of the item, the box and the label, and a short description of the problem. We will send a replacement or a full refund, at your choice, subject to stock availability.
Warranty
Where a product comes with a manufacturer warranty, the details are shown on its product page. Problems that appear after normal use over time are handled according to that warranty. Damage present on arrival must be reported within 7 days as described above.
Chargebacks and payment disputes
Our team is here to help you and to resolve any issue quickly. If you have not received a product, or you have a problem with a product you received, please contact us first at support@liladawn.com and we will work with you on a solution before you contact your bank or card issuer. We keep records of orders, tracking and our communication, and we may provide them if a payment dispute is opened.
Contact information
Business name: Lila Dawn
Address: 15 Eastham Cove, Bettystown, Co. Meath, A92 X898, Ireland
Email: support@liladawn.com
Phone: +1 (747) 212-2422
Customer service hours: Monday to Friday, 9:00 AM to 5:00 PM EST