Refund policy

At Lily Frog Heels, we want you to be completely satisfied with your purchase. If for any reason you are not satisfied, we offer a straightforward return and refund policy. Please read the following terms and conditions carefully:

  • Returns and Exchanges:
    • Eligibility: We accept returns and exchanges within 14 days from the date of purchase. To be eligible for a return or exchange, the item(s) must be unused, in the original packaging, and in the same condition as when you received them.
    • Return Process: To initiate a return or exchange, please contact us at lilyfrogheels@outlook..com or submit a return request through our website. Provide your order details and the reason for the return. Our team will guide you through the process and provide you with a return authorization if applicable.
    • Return Shipping: The cost of return shipping is the responsibility of the customer, unless the return is due to our error. We recommend using a trackable shipping method and obtaining proof of shipment for your records. 
    • Refunds and Exchanges: Upon receiving the returned item(s), we will inspect them to ensure they meet the return eligibility criteria. If approved, we will process your refund or exchange within [number of days] days. Refunds will be issued in the original form of payment, and exchanges will be processed for the requested item(s) based on availability.
  • Damaged or Defective Items:
    • If you receive a damaged or defective item, please contact our customer support team within 48 hours of receiving the order. We may request photos or other evidence to assess the issue.
    • Depending on the circumstances, we will offer a replacement, exchange, or refund for the damaged or defective item(s). We will cover the return shipping costs in such cases.
  • Cancellations:
    • If you need to cancel an order, please contact us as soon as possible. We will make every effort to accommodate your request if the order has not been shipped. Once the order has been shipped, our standard return policy will apply.
  • Refunds:
    • Refunds will be processed based on the original payment method used for the purchase. Please note that it may take a few business days for the refund to be reflected in your account, depending on your bank or credit card provider.
  • Exceptions:
    • Promotional or discounted items are not eligible for change of mind returns. 

Please note that this Return and Refund Policy is subject to change without notice. We recommend reviewing this policy periodically for any updates.