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RETURN POLICY

RETURNS & EXCHANGES

We do not offer exchanges, but we do offer returns on unopened, unused merchandise (excluding sale items) within 14 days of receiving the item(s). The buyer is responsible for return shipping fees. To begin the return process, please contact us at info@lilyoaksoapery.com.

We will notify you once we have received and inspected your return. If approved, you will be refunded on the original payment method within 10 business days of receiving your return. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we received your return, please contact us at info@lilyoaksoapery.com.

 

​DAMAGES & ISSUES

Please inspect your order upon receipt and contact us immediately if the item is defective, or damaged, or if you've received the wrong item. We will do everything we can to make it right.

If your order arrived damaged, please send us an email within 24 hours of receiving your order along with photos of the damage as well as a description of the damage. Please report damaged products within 24 hours and before using your product for the first time. For all returns, you will need to provide us with your order number.

EXCEPTIONS

We do not accept returns on the following items:

  • sale items

  • used/opened items

  • discontinued items

  • limited edition items

  • gift cards

​NOTE - Solid lotion, lip balm, candles, and wax melts can soften or melt during shipping in warm temperatures. We cannot be held liable for products that melt when subjected to hot temperatures for extended periods of time. We strongly advise you to arrange to have your order delivered to an air-conditioned location, such as a business or home, where someone can receive your package. If packages are left outside in hot temperatures, candles, and related items could potentially melt.

 

You can always contact us with any return questions at info@lilyoaksoapery.com

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