Returns & Refunds

Please Contact Us (service@eyelily.com) Before Returning Goods.

Do Not Return Them To The Address On The Package, As That Is Our Shipping Agent And We Will Not Receive The Parcel Back.

Eyelily always puts the customer's satisfaction in the first place. If you are unsatisfied with your choice, please contact us with email first. The unauthorized returns will not be accepted. All merchandise returns must be unopened and still have the original package & gifts attached.

We will be happy to issue you a refund in the form of an E-Gift Card for use on a future purchase on Our website. E-Gift Cards never expire!

Cancellation & Exchange

You can cancel your order and exchange the items through our customer service email (service@eyelily.com) before the package has been shipped out, which requires you to contact us within 12 hrs after the order is placed. Once your order has been shipped out, we are not able to make any changes.

Refund

Please contact with us(service@eyelily.comat first if you have any problems with order/products/payment. We will not ensure your refund and make a complaint according to the policy if you return the items without contacting us, or if there is no reason to dispute.

If the return is due to our problems (for example Incorrect Products, Quality Problem of Products), we will provide a full refund for you.

Please kindly note that defective or incorrect items must be reported to Email (service@eyelily.com) within 14 days of receipt. If not reported, we will not issue credit.

If the return is due to buyer’s problems (for example Don’t like/want, Order wrong product/size), we will remove $10 from your refund as loss of freight and handling fee, and you must contact us for returning within 30 days of receiving.

A restocking fee will be assessed on orders that are refused by the customer at the time of delivery or returned due to an "undeliverable" address. When delivered, the unauthorized rejection is not allowed, and the cost of unauthorized rejection/return will be borne by the buyer.

Once your return is received and inspected, an email will be sent to notify you that we have received the returned item, and also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. If you no longer use the original card, please contact us in advance.

Reserved Rights Regarding Returns

We reserve the right to solely define and limit, refuse, and/or reject returns from customers at any time due to.

1. An irregular or excessive return history, which involving worn, altered, laundered, damaged, or missing items, etc. The incorrect items sent to us will be discarded upon receipt.

2. Potential fraudulent or criminal activity. In these situations, the Eyelily Customer Protection Team will reach out to discuss the situation and work with you to either resolve the issue or determine if we need to refuse service going forward. While we never want to reject a customer, we must ensure the safety, welfare, and comfort of all customers across the globe.

Helpful Hint

1. We recommend shipping packages back using the USPS Flat Rate shipping with a tracking number for convenience, as we are not responsible for lost packages or stolen packages. Without proof of receipt and delivery, we will not issue return credit. You will be responsible for covering shipping costs to return items, and shipping charges must be prepaid.
2. Kindly emphasized again that returned items must be unopened and still have the original package & gifts attached. 

3. Customers will only be charged once at most for shipping costs (this includes returns). No-restocking to be charged to the consumers for the return of the product.