Refund policy

Last updated: May 26, 2026

Thank you for shopping with us. We want you to be satisfied with your purchase. Please read our Return & Refund Policy carefully before placing an order.

1. Eligibility for Returns

We accept returns for eligible shoe products within 30 days from the date of delivery.

To qualify for a return:

  • Items must be unused, unworn, and in original condition.

  • Shoes must be returned in the original packaging, including shoe box, tags, accessories, and inserts.

  • Products showing signs of wear, damage, dirt, or misuse are not eligible for return.

  • Sale items, clearance products, gift cards, and customized/personalized items are non-refundable unless defective.

2. Non-Returnable Items

The following items cannot be returned or refunded:

  • Worn or used shoes

  • Final sale or clearance items

  • Customized or personalized products

  • Gift cards

  • Products damaged due to improper use or customer handling

3. Return Process

To request a return, please contact our customer support team at:

Email: lilithstonelswcic@hotmail.com

Please include:

  • Your order number

  • Reason for return

  • Photos of the item (if damaged or incorrect)

Once your return request is approved, we will provide return instructions and the return shipping address.

4. Return Shipping

  • Customers are responsible for return shipping costs unless:

    • The item received is defective

    • The wrong item was shipped

    • The item arrived damaged

We recommend using a trackable shipping service. We are not responsible for lost return packages.

5. Refunds

After we receive and inspect your returned item, we will notify you regarding the approval or rejection of your refund.

If approved:

  • Refunds will be issued to the original payment method.

  • Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.

Original shipping fees are non-refundable unless the return is due to our error.

6. Exchanges

We currently offer exchanges only for:

  • Defective items

  • Damaged items

  • Incorrect products received

If you need a different size or color, we recommend placing a new order after your return is approved.

7. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery.

Please provide:

  • Your order number

  • Clear photos of the issue

  • Packaging photos if applicable

We will work quickly to resolve the issue.

8. Order Cancellation

Orders may only be canceled before they are processed or shipped.

Once an order has been shipped, it cannot be canceled and must follow the return process after delivery.

9. Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account again

  2. Contact your credit card company

  3. Contact your bank for processing updates

If you still have not received your refund, please contact us at lilithstonelswcic@hotmail.com.

10. Contact Us

If you have any questions regarding this Return & Refund Policy, please contact us:

Email: lilithstonelswcic@hotmail.com