Returns & Exchanges

LILYSILK factory items maintain high-quality standards at valuable prices. All items sold in the LILYSILK factory site are final sale. Unless there's a quality problem, they are non-returnable, non-refundable, and non-exchangeable.

If you have received an incorrect, damaged, or defective item, please contact our customer service team and attach a clear photo of the product so that we may validate your claim. You must comply with all guidance furnished by our customer service representatives to process the return appropriately.

Quality problems:

1. 'Damaged item' refers to silk products that have physical faults, which could include tears, rips, stains, or other visible flaws.
2. 'Defective item' refers to silk products with flaws like uneven seams, fraying threads, faulty stitching, or structural weaknesses.

FAQ

1. WHAT IF I RECEIVED A DEFECTIVE/WRONG/STAINED ITEM

If you have received a defective, stained, or incorrect item, please contact our customer service team and we will get back to you within 24~48 hours.
Please make sure to message us first if you want to initiate a return so we can give you the proper instruction and track and process the return for you.
Please provide the order number and item SKU, describe the issue, and attach clear photos of the product when contacting us.

2. CAN I CANCEL MY ORDER

We are unable to cancel any orders after it has been shipped out. If you wish to cancel an order that is still pending shipment in processing, please reach out to our customer service representatives as soon as possible via email at support@lilysilk.zendesk.com.

3. WHY ARE FACTORY PRODUCTS VALUE-PRICED

Factory products offer exceptional value with limited stock, end-of-season items, and discontinued styles. Our factory products mirror the quality of our main website's offerings.

4. WHY ARE MANY PRODUCTS NOT AVAILABLE IN COMPLETE COLORS AND SIZES

Due to the nature of the Factory Site and the limited inventory of colors and sizes, items will not be restocked once sold out.