Where do I find the productdetails?
At productinformation you can click on ‘details’ and you will find all the important information about the size of the product. The fit is normal, unless stated otherwise.
The product is out of stock. Will it be back on your website?
Is your favorite item out of stock and would you love to know if it will return on our website. Please contact us on email@example.com or use the contact form and we will keep you updatet.
Is it possible to reserve the product?
No, unfortunately it is not possible. Because of the big interest in our items it might be that some products will be out of stock in no time. We will do our best to make sure your favorite item will be in stock as soon as possible!
How do I place an order?
It’s very easy! Pick your favorite item, choose the right size (and colour) and then click on ‘add to cart’. The product is now in your cart. When you’ve added all the products you want to your cart and checked everything, then go to ‘pay’. Follow every step to complete your order. After the payment you will receive a confirmation e-mail.
Within what period will my order be delivered?
After placing your order you will immediately receive a confirmation e-mail. Didn’t get any mail? Pleace check your ‘spam inbox’. When you also didn’t find an email there, something might have gone wrong while filling in your details. Check in your ACCOUNT if your email adress is correct. Can you not find your order in your account? Then your order is probably succeeded without account and email adress. Please contact us through our contact form or send us an email on firstname.lastname@example.org
Can I change or cancel my order?
After placing your order it will not be possible to change or cancel it. The order will directly be processed. In case of cancellation, always contact us through email@example.com.
How can I exchange or return my products?
Is the item not really what you expected? Too bad, but it can happen. Follow the steps below to return your items.
Step 1. Sign in return.
Sign in your return by sending an email to firstname.lastname@example.org. Please mention your name, ordernumber, product and cause of return.
It’s not possible to exchange it for another size. If you want another size of the item, you can return your product as mentioned above and then order the right size.
Step 2. Sending your return.
Did you sign in your return through email@example.com? Then you can send the item on your own costs to the adress below. We need to have the item in return within 14 workingdays after date of order.
ATTENTION: Don’t forget the packing list and the cause of return.
Step 3. Receive your credit note.
Once we received your return, we will send you a credit note by mail. You can expect the refund within 7 days on your bankaccount, creditcard or PayPal.
- When the product is worn or damaged we can not take it back.
- The costs for the return are for sender.
My item is damaged, wrong delivered or incomplete. What should I do?
We are so sorry for you having a complaint about a by us delivered item. Please always send us an email before sending items in return. We will try to solve the problem as soon as possible.
Every Lily Moon item applies warranty of 4 weeks after delivery. Please email us the complaint, the order number and a picutre of the complaint to firstname.lastname@example.org. We will handle your complaint as soon as possible.
You can not claim warranty in case of the examples below:
* Damage because of negligence.
* Exceptional wear.
* Damage because of not following the washing instructions.
Did you receive another size or item than you ordered. Please contact us through the contact form or by sending an email to email@example.com. Once we received your email, we will make sure you will get the right item as soon as possible.
Is there something missing in your delivery? Please contact us through the contact form on the website of send us an email at firstname.lastname@example.org. Don’t panic! We will be on it to check where the missing item is!
I returned my order, but haven’t receive the credit note yet?
No worries! If this is the case, then we didn’t receive your return yet. Did you return it through PostNL? Then it will take 4-5 workingdays before it will be processed. Whenever we receive your return, we will send the credit note by email. You can expect the refund back on your bankaccount, creditcard or PayPal within 7 days.
I didn’t get a packinglist with my order, but I want to return this order. What should I do?
Whenever this is the case, we will ask you to do the following steps:
Add a note to your return package and mention:
Cause of return.
I forgot to add my packinglist with my return delivery, what should I do?
When this is the case, we will ask you to do the following steps.
Send an email to email@example.com and mention the next details:
- That you forgot to add the packinglist.
- Order number.
- Cause of return.
- In case of a track&trace code, please add this as well. (in this way we can find your return faster)