Politique de remboursement

House of Lily — Returns and Refunds

14-Day Return Policy

We accept returns within 14 days of delivery for eligible items.

How to Start a Return

Contact us at hello@houseoflily.eu within 14 days of receiving your order. Please include your order number and reason for return. Do not send anything back without contacting us first — unapproved returns will not be accepted.

Your Responsibilities

The customer is fully responsible for:

• Return shipping costs
• Safe packaging of the item
• Ensuring the item arrives back safely

We recommend using a tracked shipping service. House of Lily cannot be held responsible for items lost or damaged in return transit.

Hygiene Exception for Pierced Jewellery

• Earrings and other pierced jewellery can be returned within 14 days of delivery if they are unopened and the hygiene seal remains intact.
• For hygiene reasons, pierced jewellery cannot be returned once the hygiene seal has been broken.

Other Non-Returnable Items

• Gift cards
• Promotional items

Handled or Worn Items

You may examine your item the way you would in a physical shop — for example, trying on a necklace to check the fit or clasp. If an item is used or worn beyond this, we reserve the right to deduct an amount from your refund that reflects the reduction in the item's value, rather than refusing the refund outright. Items that are genuinely unsellable as a result may receive a significantly reduced refund.

Mystery Box Returns

Like any order, you can withdraw from your Mystery Box purchase within 14 days under EU consumer law. Since Mystery Box contents are a surprise, we can't guarantee what you'll receive — but standard return conditions apply, and pierced or hygiene-sealed items can't be returned once opened.

If your Mystery Box arrives damaged or defective, contact us within 48 hours of delivery at hello@houseoflily.eu with photos and we will resolve it for you.

Damaged or Incorrect Items

If any standard order item arrives damaged, defective or incorrect, contact us immediately at hello@houseoflily.eu with photos of the issue and your order number. We will make it right.

Exchanges

We do not offer direct exchanges. If you would like a different item, please return the original product and place a new order once your return has been approved.

Refunds

Once we receive and inspect your returned item we will notify you of approval or rejection within 5 business days. If approved, your refund — including the standard shipping fee you originally paid — will be issued to your original payment method within 10 business days.

If more than 15 business days have passed since your refund was approved please contact us at hello@houseoflily.eu.

EU Cooling-Off Period

EU customers have the right to cancel an order within 14 days of delivery without giving a reason. For pierced jewellery with a broken hygiene seal, this right does not apply once the seal is broken. For all other items, this right applies as described above under "Handled or Worn Items" — you can still withdraw, but the refund may be reduced if the item was used beyond simply examining it.

For any questions about your order or our returns policy: hello@houseoflily.eu 🌸