Refund policy

Lilibai Studio — Return & Refund Policy


1. Overview

I want you to be happy with your Lilibai Studio purchase. Because each item is handmade and often one-of-a-kind, this policy explains when returns and refunds are accepted and how to start a return.


2. Returns eligibility

 

  • We accept returns for refund within 14 days of the delivery date for items that are returned in their original condition (unworn, unwashed, undamaged), with original tags and packaging.

  • To be eligible, items must be returned with proof of purchase (order number).

  • Refunds are processed after we inspect the returned item.

 


3. Non-returnable / final sale items

The following items cannot be returned unless faulty:

 

  • Custom or commissioned pieces (made to order)

  • Personalized items or bespoke modifications

  • Gift cards

  • Items clearly marked “Final Sale”

 


4. Damaged, defective or wrong items

 

  • If your order arrives damaged, defective, or incorrect, please email hello@lilibaistudio.com within 7 days of delivery with photos of the item and packaging and your order number.

  • After we verify the issue, we will offer (at our discretion) a full refund, a replacement, or a repair. For confirmed defects or our shipping error, we will cover return shipping and any replacement shipping costs.

 


5. Return shipping & costs

 

  • For standard returns (change of mind / not suitable), the customer is responsible for return shipping costs and any customs / import taxes on international returns. We recommend using a tracked and insured shipping method — Lilibai Studio is not responsible for returns lost in transit.

  • Original shipping charges are non-refundable except when the item is defective or we sent the wrong product.

 


6. How to start a return

 

  1. Email hello@lilibaistudio.com with your order number, item name/SKU, reason for return, and photos (if damaged/defective).

  2. We will reply with return instructions and the return address.

  3. Ship the item back in its original packaging and include a copy of your invoice or order number.

 


7. Refund processing

 

  • Once we receive and inspect your return, we will notify you and process the refund to your original payment method within 7–14 business days.

  • Bank or card provider processing times may add a few days before the funds appear in your account.

 


8. Exchanges & store credit

 

  • If you want to exchange for another in-stock item (size/color), email us and we’ll confirm availability. Exchanges are subject to stock; if the requested item is unavailable we can offer a store credit valid for 12 months.

  • For exchanges, customers typically pay return shipping; we may cover shipping for defects or seller error.

 


9. International returns & duties

 

  • International customers are responsible for return shipping and any customs charges when returning items. Refunds will exclude any duties or taxes paid to customs; we cannot reimburse import fees levied by the destination country.

 


10. Order cancellations

 

  • If you need to cancel an order, contact hello@lilibaistudio.com as soon as possible. Cancellations are only guaranteed if made before the item ships. If the item has shipped, please follow the return process above.

 


11. Lost returns

 

  • If you used a tracked service and the parcel is lost in transit, provide tracking and carrier details and we will assist with an investigation. Lilibai Studio is not responsible for uninsured returns lost in transit.

 


12. Contact

Questions or to start a return: hello@lilibaistudio.com

We aim to respond to return requests within 48 business hours.