Refund policy

At Lilliroa, every single item is made to order specifically for you once an order is placed. Because we produce items on demand to minimize waste and support sustainable practices, we only accept returns or exchanges on items that arrive damaged or defective.

Sizing & Fit Responsibility

Because all products are custom-printed or custom-made upon order, we cannot accept returns, exchanges, or refunds for incorrect size choices or fit issues.

To help you find the perfect fit, we provide a comprehensive Size Guide with clear measurement instructions on every product page.

  • Please measure yourself carefully according to the guide before placing your order.

  • Please keep in mind that slight sizing variations (typically up to up to 1–2 cm or 0.5–1 inch) are normal manufacturing tolerances inherent to made-to-order garment production.

Damages & Manufacturing Defect Claims

Please inspect your order as soon as it arrives. If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

To submit a claim, email us at info@lilliroa.com with:

  1. Your order number.

  2. A description of the damage or defect.

  3. Clear photos showing the issue and product tags.

Once your claim is reviewed and verified, we will arrange either a free replacement to be produced and shipped to you or a full refund (including any original shipping costs).

Exchanges

Due to the made-to-order nature of our items, we do not offer exchanges for different sizes, colors, or styles. If you would like a different size or item, a new order must be placed using our provided Size Guide.

Refunds Process

If a refund is approved due to a verified damaged or defective item:

  • Approved refunds will be issued to your original payment method within 10 business days.

  • Depending on your bank or card provider, it may take additional time for the credit to post to your account.

  • If more than 15 business days have passed since your refund was approved and you have not received it, please reach out to us at info@lilliroa.com.

European Union & UK Statutory Rights Notice

Under EU and UK consumer rights regulations, the standard statutory right to cancel or return goods within 14 days without cause does not apply to goods made to customer specifications or clearly personalized items. Because our items are made to order upon purchase, change-of-mind or size-related returns are excluded. Your statutory rights remain fully protected regarding faulty, defective, or incorrect items.