Refund policy


At Lily and Todd, we want you to love your purchase. If an item doesn't meet your expectations and is eligible under our return policy, we're happy to help.

 

Order Changes & Cancellations

Once an order is placed, it cannot be changed, modified, canceled, or added to.

Final Sale Items

  • All shoes are final sale.
  • Sale items are final sale.
  • All purchases made within 7 days before Pesach and Sukkos are final sale.

Return Eligibility

  • Returns must be initiated within 7 days of delivery or store pickup.
  • The delivery or pickup date counts as Day 1.
  • Saturdays and store holidays/closed days are not included in the return window.
  • Items must be unworn, unwashed, unscented, and returned with all original tags attached.
  • A receipt is required for all returns.
  • Items with opened or altered packaging are not eligible for return.

Refunds & Store Credit

  • Returns initiated within 3 days qualify for a refund to the original payment method.
  • Returns initiated within 4–7 days qualify for store credit.
  • An 8% restocking fee per item applies to all approved returns.

Return Process

  1. Log In: Input your email and order number here.
  2. Select Your Order: Navigate to the order containing the items you wish to return.
  3. Choose Items to Return: Select the specific items you want to return from that order.
  4. Request Return Label: Follow the prompts to request a prepaid return label.

Important:

  • Returns sent without prior authorization will not be accepted.
  • Each order is eligible for one return label.
  • To qualify for a return, the return label must be scanned by the carrier within the return window.
  • Please allow up to 5 business days for refunds to be processed after your return is received and inspected.

Return Label Fee

Customers who purchase Checkout+ Return Coverage will receive a prepaid return label at no additional cost for eligible returns.

If Checkout+ Return Coverage is not selected at checkout, the cost of the return shipping label will be deducted from the refund or store credit issued for the returned item(s).

Damaged or Incorrect Items

If you receive a damaged or incorrect item due to our error, please contact us within 7 days of delivery. Once approved, we will provide a replacement, refund, or store credit.

Prepaid return labels are available only for U.S. deliveries. We are not responsible for items forwarded or transported outside the United States after delivery. If an issue is discovered after an order has been transported outside of the United States, it is the customer's responsibility to return the item to us for review and resolution. 

Please note that color running in black-and-white garments is not considered a defect.

Lost or Stolen Packages

Once an order has been fulfilled, Lily and Todd is not responsible for lost or stolen packages.

Gift Returns

Only layette items are eligible for gift returns. Requests must be made within 30 days of delivery or pickup by contacting support@lilyandtoddny.com. Eligible gifts may be exchanged for another layette item or receive an online credit.

 

We hope this policy helps you shop with confidence! If you have any questions or concerns, please don't hesitate to contact us.