SHIPPING & RETURNS

PLEASE NOTE THAT AN UNBOXING VIDEO OF THE ORDER IS MANDATORY WHEN THE PACKAGE IS DELIVERED TO PROCESS ANY CLAIMS.

READ MORE HERE ON HOW TO RECORD & SUBMIT AN UNBOXING VIDEO

WHEN WILL YOU SHIP MY ORDER?

All orders will be processed and dispatched in 48 working hours and you should receive it in 3-5 days. This excludes weekends.  (unless mentioned otherwise).

We offer FREE SHIPPING for all order over Rs.999 within India.

For any international orders,

Please send a message on Instagram HERE

HOW WILL THE JEWELLERY BE PACKED?

All orders over Rs.1200 (the total order amount) will receive a Luxe Lilou box, a personalised card with your name on it and our re-usable Luxe jewellery pouch.

All orders below Rs.1200 (the total order amount) will receive their orders in our re-usable LILOU Luxe jewellery pouch 

Watch the Lilou unboxing video HERE

WHAT'S YOUR RETURN POLICY?

All sales are final. Our store policy is NO refunds or returns or exchanges due to hygiene reasons.

However, in the case that you receive the wrong item that does not match your order, we are happy to offer you an exchange. The return should be filed within 24 hours of receiving the item.

Any returns filed post 24 hours, will not be accepted. Return shipping fees will be refunded for items acknowledged to be incorrect. 

Before returning your items, send a message on our INSTAGRAM with your order number, a photo of the received item and the reason to register your return. Please allow 1-3 business days for us to process your request. 

Returns must be unused, unaltered, undamaged, accompanied with their original packaging and reach us within 10 days from the date of receiving your parcel. 

Your exchange order will be shipped within 7-10 business days of receiving your parcel.

If the product for the exchange order is out of stock, a refund will issued after receiving your parcel. Please allow 5-7 working days to process the refund.

 

HOW DO I CANCEL MY ORDER?

We are happy to offer a cancellation within 24 hours of placing your order. Please send a message on INSTAGRAM for the same. The amount will be refunded to the same account within 3-4 working days.

Any cancellations post-24 hours will NOT be accepted and refunds will not be provided. The order will be shipped to the address provided by the customer.

 

WHAT DO I DO IF I RECEIVED A DAMAGED PIECE?

Our products are thoroughly quality checked before being dispatched as they're made in small batches. Most of our jewellery is handmade and is delicate and will break if not handled carefully. We are happy to exchange your order!

To submit the damaged product claim,

- Create an unboxing video the day you receive your package and submit the same within 24 hours after receiving the package. The PU bag (outer cover) seal shouldn't be broken and should be seen in the video. Any damage claims post 24 hours after receiving the package will not be accepted.

- The video of the product should be clear

Points to note:

- The packaging shouldn't look tampered. 

- The product should NOT have been used or worn. Any products worn even once or used / Any damages caused during this process will not be accepted.

-  Before returning your items, kindly  DM us on Instagram with your order number, the unboxing video and the reason to register your return. Please allow 1-3 business days for us to process your request. 

Returns must be unused, unaltered, undamaged, accompanied with their original packaging and reach us within 5 days from the date of receiving your parcel. 

Return shipping fees (one-way) will be borne by the customer and we are happy to pay the fees for when we ship your exchange order.

Your exchange order of the same product will be shipped within 7-10 business days of receiving your parcel. We do NOT provide refunds for the same. If the exchange product is out of stock, the customer can pick a product of the same category or/and price.

WHAT HAPPENS IF I DON'T LIKE THE JEWELLERY THAT I RECEIVED OR I AM NOT HAPPY WITH THE PRODUCT?

As much as we would like everyone who shops on Lilou to love our jewellery, we understand that some may have a different view. However, we have no return policy due to hygiene reasons + being a small business with a limited stock for each design, we cannot offer returns for this purpose.

Before you shop on Lilou, feel free to message us on Instagram if you wish to see videos of any of the pieces you would like to purchase so you have a better view of what the jewellery looks like.  We would be happy to answer ANY questions you have about our pieces :)

 

WHAT DO I DO IF JEWELLERY GETS TANGLED OR I DON'T KNOW HOW TO WEAR IT?

We would be happy to guide you on how to wear a particular piece of jewellery on Instagram. Please DM us.

If jewellery gets tangled or it breaks while wearing it, we will unfortunately not be able to help you as how one handles the jewellery is very subjective. 

WHAT IF I ORDERED THE INCORRECT RING SIZE?

We do not offer exchanges / returns / refunds for rings due to hygiene reasons. Go through our description and ring size guide for each design in the product details section. If you have any doubts about your ring size, DM us on Instagram  prior to purchase and we will be happy to help you out! 

 

WHAT IF I BROKE MY JEWELLERY WHILE WEARING IT FOR THE FIRST TIME?

We make our jewellery with utmost care but they cannot be handled roughly. Most of our jewellery is delicate and will break if not handled carefully. We do not offer refunds or returns for the same.

 WHAT IF IF MY JEWELLERY BREAKS AFTER WEARING IT FOR A WHILE? CAN I GET IT FIXED?

We would advice you go visit a local jewellery shop to see if it can be fixed.

We do not provide this service. 

 

WHAT HAPPENS IF MY JEWELLERY BREAKS OR TARNISHES?

Our store policy is NO refunds or returns in case if the jewellery breaks or tarnishes irrespective of the duration.

 

Please go through the post HERE to read more about how to take care of your pieces 

 

I WANT TO CHANGE MY DELIVERY ADDRESS...

 

We ship all our parcels within 48 hours of receiving your order or sometimes earlier. Hence, please double check the address mentioned as we will not be able to change the delivery address once it has been shipped. If the order hasn't been shipped, we might be able to do so. Do send a message to us on Instagram within an hour of placing your order to change your address.

 

WHAT IF NO ONE WAS HOME WHEN THE DELIVERY PERSON MADE ATTEMPTS TO DELIVER MY ORDER?

We ship all our parcels via Shiprocket via Amazon delivery, DTDC, Delhivery and more to send your parcels. When we ship your order, you will receive a Notification either on your phone or email indicating that your order has been shipped with the Tracking details.

The delivery partner will call you when the shipment is out for delivery OR you can contact the number given in the text message or email to contact the delivery partner.

if no one is available at the delivery address provided by the customer, the shipment will be returned to us. 

Once the shipment will be returned to us, we will be shipping the product back to the customer. Kindly follow the tracking details for better clarity.

The above orders aren't eligible for a refund or cancellation.

WHAT IF MY PACKAGE GOT STOLEN OR LOST OR NO ONE WAS AVAILABLE AT HOME?

 

We do not provide refunds / returns / exchanges for packages lost in transit or packages being delivered to an incorrect address shared by the customer or packages being undelivered due to unavailability. Please ensure your delivery address and contact number is correct.

The packages returned to us due to the unavailability of the customer / incorrect address provided by the customer will be shipped back once we receive the package at LILOU and will incur a shipment fee.

The packages returned due to issue with the logistics company will be shipped back to the customer as soon as we receive the package.

The above orders aren't eligible for a refund or cancellation.