Refund policy


At Lily and Todd, we are dedicated to delivering an exceptional online shopping experience. If an item doesn’t meet your expectations and is eligible for return according to our policy, we are happy to accept a return.

 

 ALL SHOES ARE FINAL SALE

 

Return Policy:

Returns are accepted within 7 days of delivery or when your order is ready for in-store pickup. 

  • The day an order is delivered or marked as ready for pickup is considered Day 1 of the return window. Saturdays and store holidays/closed days are not counted as part of the return period.
  • *Returns initiated within 3 days: Full refund to the original payment method.
  • Returns initiated within 4-7 days: Store credit redeemable on our website.
  • *An 8% restocking fee per item will be deducted from your refund.

Important: To qualify for a return, please ensure your carrier scans our provided shipping label within the specified timeframe. It doesn’t need to be delivered to us yet.

Return Conditions:

  • Items must be in their original condition: unworn, unwashed, and unscented with all tags attached.
  • A receipt is required for all returns.
  • Items with opened or altered packaging are not eligible for return or exchange.

Important Notes:

  • Shoes are final sale.
  • Each order is eligible for one return label.
  • A 8% restocking fee per item will be deducted from your refund. 

Order Cancellation Policy:

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

 

Return Process:

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

Important Notes:

  • Refund Processing: Please allow up to 5 business days for your refund to be processed after we receive the returned items.
  • Responsibility for Lost or Stolen Packages: Once the order is fulfilled, we are not responsible for any lost or stolen packages.

  • Returns of Damaged Items : To submit a damage claim, click here. Damages returned without authorization from our online department will not be accepted.

    We cannot address any damage claims submitted after 30 days from the purchase date. 

  • Color Running: For Black and White clothing, color running may occur, and we are not responsible for such issues.

Yom Tov and Sale Policy:

  • All sales within 7 days before Pesach and Sukkos are final sale.
  • Sale items are final sale and cannot be canceled once the order is placed.

Gift Returns:

  • Only layette products are eligible to be considered a gift. Customers have up to 30 days from the date the gift order is ready for pickup or has been delivered to contact support@lilyandtoddny.com to request an in-store exchange for another layette item or to 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.