Refund policy

Bespoke, personalised and made-to-order items

All bespoke, personalised, customised, made-to-order, and special-order LILART items are final sale.

Because these pieces are individually created or adapted to a customer’s requested design, artwork, story, material, size, colour, or specifications, we do not accept cancellations, returns, exchanges, or refunds once production has begun.

This does not affect your rights where an item is defective, materially different from the approved order, or incorrectly supplied by LILART. If this occurs, please contact us within 48 hours of delivery with your order number and clear photographs of the issue. We will assess the request and, where appropriate, offer a repair, replacement, store credit, or refund.

Ready-made merchandise

For ready-made merchandise items that are not bespoke, personalised, customised, made-to-order, discounted, or final-sale items, LILART accepts return requests within 14 calendar days after delivery.

To be eligible, the item must be:

  • Unused, unworn, and undamaged.

  • In its original condition.

  • Returned with original packaging, tags, accessories, and any accompanying materials.

  • Accompanied by proof of purchase.

Customers must contact us within the 14-day period at info@lilarthk.com to request return authorisation before sending an item back.

Return shipping

  • Customers are responsible for return shipping costs unless the item is defective, damaged on arrival, or incorrectly supplied by LILART.

  • Original shipping fees, duties, taxes, and import charges are non-refundable unless the return is due to LILART’s error.

  • We recommend using a tracked and insured shipping method, as LILART is not responsible for items lost or damaged during return shipping.

Refund process

Once the returned merchandise has been received and inspected, we will notify you of the outcome.

If approved, the refund will be issued to the original payment method within 14 business days. Your bank or payment provider may require additional time to process the refund.

If more than 14 business days have passed since we’ve approved your return, please contact us at info@lilarthk.com.

Non-returnable items

The following cannot be returned or refunded except where defective or incorrectly supplied:

  • Bespoke, personalised, customised, or made-to-order items.

  • Pre-order items once production has begun.

  • Pre-order made-to-order blind-box products.

  • Earrings or hygiene-sensitive products where applicable, if opened or worn.

  • Sale, promotional, gift-card, or clearly marked final-sale items.

  • Items damaged through normal wear, accidental damage, misuse, improper care, or failure to follow care instructions.