For damages and issues
This rarely happens but in the event that you have received a defective or wrong item, please contact us at webadmin@lailaandlyra.com with your order number and a description of the issue, along with photos if available and we will help you out as soon as we can.
To be eligible for repair or replacement, the garment must be in the same condition it was received (unworn, unwashed, unused with tags and in its original packaging) and product concern should have been reported within 7 days of delivery. Our Customer Service Team will provide confirmation and instruction should it be necessary to return the product/s involved.
For size exchanges
We do accept change of size with the following conditions:
- Item was purchased directly from our website
- Item is not a custom, pre-order or backorder purchase
- Item for exchange is available
- Item for return is in excellent, sellable condition
- Purchase is within 7-days upon delivery
- Customer covers for the shipping fees and any price variation
To start an exchange, you can contact us at webadmin@lailaandlyra.com with your order number. Please note that this applies to size exchanges only and subject to availability. If the product is still available for viewing on the site, you may check if the new size you'd like to get is still available before sending an email. Changing to another color or style if the size requested is no longer available will not be accommodated.
Additional note: Our couriers do not process retrieval at this time and shipping of returns would have to be initiated and processed by you.
Exceptions / non-exchangeable items
Certain types of items cannot be exchanged. This includes gift cards, sale items, custom products under Bespoke, pre-order or backorder purchase and international orders.
Additional exceptions apply for:
- Orders placed through third-party retailers. L&L merchandise purchased at independent department stores must be returned to the location where it was purchased. Store return policy would apply.
- Style exchange requests due to change of mind. We hope you love your order! Our mission at L&L has always been to surprise you and we only release pretties that we know for sure would delight you! But if this is not the case with your order, we're sorry as we might not be able to take it back. We do not accept returns and exchange due to change of mind.
- Style exchange due to unavailability of size for exchange. Changing to another color or style if the size requested is no longer available will not be accommodated. To avoid this (and to help reduce carbon footprint ), we recommend checking out the garment measurement on the product description in selecting the size taking into consideration any preferences. Each product will generally have fit info included in the bullet points below the product description. Most items fit true to size unless otherwise explicitly stated. For additional measurements or sizing/fit advice on specific items, please feel free to reach out to webadmin@lailaandlyra.com
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Laila & Lyra reserves the rights to reject any exchange or return that do not fulfill any of the above stated requirements.
Laila & Lyra reserves the right to amend this policy at any time.
