Refund policy
Returns and Refunds
If the purchased product does not meet your needs, you can request a refund or an exchange within 30 days from the date you receive the package.
Returns for Purchases in Italy
How to make a return
1. Fill in the return form included in the package or download it here:
Click here to download the return form
2. Send the completed form to: [email protected]
Carefully pack the product to avoid damage during shipping.
The returned item must be new, unused, complete with tags, seals (if present), and all original accessories.
MYLILLY is not responsible for any damage, loss, theft, or tampering of returns shipped by the customer.
Return shipping options
Free return with store credit
Shipping costs are covered by MYLILLY
You will receive a store credit equal to the value of the returned item
The voucher is valid for 12 months and can also be used on sale items
After submitting the request, you will receive an email from DHL or GLS with the return label and a link to schedule the pickup.
Once the return is received, the store credit will be issued within 48 hours and can be used at checkout.
Return with your own shipping
Shipping costs are borne by the customer
Send the return to the following address:
MYLILLY
Piazza Stesicoro 29
95124 – Catania (Italy)
Once the item is received and inspected, the refund will be issued within 48 hours using the same payment method used for the purchase.
For cash on delivery payments, please indicate your bank details on the return form so the refund can be issued via bank transfer.
Returns for International Orders
The return can be made independently or through our courier.
Return procedure
1. Fill in the return form included in the package or download it here:
Click here to download the return form
2. Send the completed form to [email protected]
3. Carefully pack the item.
Items must be new, unused, and complete with tags, seals, and original accessories.
MYLILLY is not responsible for any damage, loss, or tampering that may occur during return shipping.
Shipping with DHL courier
Shipping costs are borne by the customer:
EU Europe: €19.90
Non-EU Europe: €49.90
Rest of the world: €79.90
DHL will send an email with the shipping label and a link to schedule the pickup.
Shipping independently
Alternatively, the customer can send the return using a courier of their choice to the following address:
MYLILLY
Piazza Stesicoro 29
95124 – Catania (Italy)
Refund for international orders
Once the return is received and the item compliance is verified, the refund will be issued within 48 hours using the same payment method used for the purchase.
The original shipping costs are not refundable, as we use express couriers exclusively to guarantee fast and secure deliveries.
Customs duties and clearance fees
For international orders, any customs duties, local taxes, import taxes, or customs clearance fees are the responsibility of the customer, both for the original shipment and the return.
These costs do not depend on MYLILLY and cannot be refunded.
If non-payment of these charges prevents the product from returning to our warehouse, the refund may be partial or not issued.
Customer Support
Email: [email protected]
Phone: +39 095 2933414
WhatsApp: +39 348 1637797
Opening hours
Monday – Friday: 9:30 – 17:30
Saturday: 9:30 – 13:00