Returns, Exchanges, and Refunds Policy

Please review the information below before submitting your return.

We accept returns for refund or exchange up to 30 calendar days from the date of delivery for the original order. Items returned for refund or exchange must be in "new, unaltered and unused condition.”

Outlet purchases: Outlets are final sale and are not eligible for returns or exchanges. 

What makes a bag new and unused? When you receive a bag from Lily Jade, we encourage you to “try it on." Unwrap it, test pack it, play with the backpack feature, look it over, wear it while you strut your stuff down the hallway and put a fashion show on for your family. Just don't get it dirty or haul it around town for a day of running errands!
 
Bags that have clearly been used are not eligible for refund or exchange and will be returned to you.

We aim to process returns and exchanges quickly. However during busy seasons, please allow for up to two weeks from the date we receive your bag to process your return. We take great care in inspecting and making sure your bag is in new condition for the next customer.

We know it’s difficult when you can’t see or feel your bag “in person” before you buy. However, if you are returning or exchanging the bag because you don’t like the color, size, or style, you are responsible for the cost of shipping it back to us. It’s part of the cost of doing business online, and we appreciate your understanding! 

Also, note that any item received as a free promotional gift with your original purchase will need to be returned along with your bag. If you would like to keep this item, the cost of that item will be deducted from your refund when your bag has been processed.

Only items purchased directly from www.lily-jade.com are eligible for returns or exchanges. Returns for exchanges or refunds must be initiated by the original purchaser.

After you’ve reviewed the Return Notes and Exceptions, to return or exchange an item, please send an email to support@lily-jade.com to obtain your RMA # ,return instructions and the correct return address.

Any packages returned COD without proper return documentation from Customer Support will be returned to the sender.

Any packages refused by the purchaser and returned to our warehouse will have the actual return shipping costs charged to us by the carrier deducted from their refund.

From time to time, we run Special "Sample" Sale. These sales are considered "FINAL AS IS" with no warranty, exchanges, repairs, or store credits.

During the busy holiday season, purchases made from November 15th - December 31st will have an extended return/exchange window, and they can be returned or exchanged until January

Link to Returns Form
Please fill out this form, email it to support@lily-jade.com and we will send you an RMA number with return instructions.