Return Policy


Return Policy

To make a return, submit your return request on the "Make a Return" section at the bottom of our website. You will need the email address used to make your purchase and order number, shipping zip code or phone number. All requests will be responded to within 1 business day.

What items can be returned or exchanged?

All items MUST be returned in protective packaging to reduce damage during handling. All shoes MUST be returned in the original shoe box and then packaged durably. Please do not put tape or stickers on the shoe box. Damaged returns will NOT be accepted. Please note that shipping and handling fees are not refundable.

Returns must be unworn, unaltered, and unwashed with all tags attached. NO EXCEPTIONS. If we find any defects on the merchandise, signs of wear or smell we reserve the right to not accept your return. 

The following items are excluded and cannot be returned or exchanged:

  • All accessories including sunglasses, jewelry, hats and handbags
  • Free gifts or promotional items
  • Lifestyle products
  • Items marked FINAL SALE
  • Bodysuits
  • Items with built in undergarments
  • Swimwear
  • Lingerie
  • Worn items
  • Items with scents, deodorant, and signs of wear.
  • Shipping fees
  • Route Package Protection



  • You have 21 days from the date your order ships to return your item. All returns are refunded via store credit in the form of a Lilly’s Kloset gift card.  The store credit will be emailed to the email address attached to your order.
  • Please include your packing list or order # with your return.
  • International orders have a return window of 30 days from the date your order ships.
  • Customers are responsible for the shipping cost of all returns. 


  • You have 21 days from the date your order ships to exchange your item(s) for a new item(s).
  • Exchange item(s) must be received within 14 days of exchange order initiation
  • Exchanges are unavailable for international orders
  • Customers are responsible for the shipping cost of all returns. 
  • Discount and coupon codes cannot be used on exchanges

Facebook and Instagram Returns and Exchanges?

  • Please use the order number on the packing slip when initiating a return

Can I get my money back?

Store Credit will be issued for ALL returns. Refunds are not available.

Are there any return fees?

Return shipping postage is the sole responsibility of the customer. The return label cost will be reflected as a “Handling Fee.”

If you receive the wrong item or a faulty product, we will cover the return cost.


How soon will I receive my store credit?

Once we have received your return please allow up to 3-5 business days for your store credit to be issued.

Still have questions? Email us at with your full name, order number, return confirmation number and we will get back to you shortly. Please note, our Customer Service team is available Monday- Friday between 10am and 6pm. If you send an email outside our regular business hours please allow one business day for a response. 

Return policy updated February 28th, 2023. By making a purchase on you agree to this return policy.