Refund Policy

Return & Refund Policy

Important Information
Please read this Return & Refund Policy carefully before submitting a return request.
At Ava & Lily, we take great care in curating and shipping each order. While we do our best to support every customer, returns can only be accepted under the conditions outlined below.

Exceptions may be made only in cases of manufacturing defects or shipping errors.

Returns: Eligibility & Timeframe

Return Window
You have 30 days from the date your order is delivered to request a return.
Unfortunately, we are unable to offer refunds or exchanges after this period.

Condition of Returned Items

To be eligible for a return, items must be:

  • unused and unworn

  • free from odors, stains, or signs of wear

  • returned in their original packaging with all tags and labels attached

For items where hygiene is essential, we kindly ask that the product is clean before initiating a return request.

Non-Returnable Items

For hygiene and safety reasons, the following items are non-returnable:

  • underwear

  • lingerie

  • worn or washed items

  • items returned without original tags or packaging

Damage Due to Personal Use

We are not responsible for damage caused by improper use, negligence, or normal wear and tear.
Only issues resulting from a manufacturing defect fall under our exception policy.

How to Start a Return

To request a return, please email our support team at:

📩 info@ava-and-lily.com

Include the following information in your email:

  • your order number

  • the reason for your return

  • a photo of the item (required if damaged or incorrect)

  • your full contact information

Please note: returns submitted with incomplete information may experience processing delays.

Refunds

Processing Your Return
Once your return is received and inspected, you will receive an email confirming:

  • approval or rejection of your refund

  • next steps, if applicable

Refund Timeline
Approved refunds are processed within 30 days and issued to the original method of payment.

Missing or Delayed Refunds

If you have not received your refund after 30 days:

  • Check your bank or credit card account again

  • Contact your payment provider

If the issue remains unresolved, please contact us at:

📩 info@ava-and-lily.com

 

Frequently Asked Questions

Yes, we offer Free Premium Shipping, along with Track & Trace, because we value you as a customer and want to provide you with the best service.

Yes, you can return your order within 30 days of receiving it.

You can track your order by entering the tracking number you received from us on the "TRACK YOUR ORDER" page. Once you’ve entered the number and clicked "TRACK," you will see the status of your order.

You can pay safely and securely with the following payment methods: Credit Card, Visa, Mastercard, American Express, Apple Pay, Google Pay, Maestro, and Shop Pay.

Yes, once you've placed your order, a confirmation will be sent to your email inbox. If you don’t see it, feel free to reach out to our customer service team, we’re happy to help you right away.

Email:  info@ellarosedallas.com