Refund policy

Our Promise

At Lila Paris we want every order to be right for you. Where something isn't quite what you hoped for, we have deliberately kept returning or exchanging an item simple and free of complication.

Your Statutory Cancellation Right (UK)

If you are a consumer in the United Kingdom, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days from the day you receive your goods to cancel the order, and a further 14 days from telling us to send the goods back. To cancel, simply email contact@lilaparis.com with your order number. Our 14-day returns window described below runs alongside this right and does not replace it, and nothing in this policy affects your rights under the Consumer Rights Act 2015.

Faulty, Damaged or Incorrect Items

Should an item reach you defective, damaged or simply not the item you ordered, please contact us within 14 days of delivery at contact@lilaparis.com, quoting your order number and attaching photographs.

In these cases we will provide a replacement, store credit or a full refund — whichever we judge most appropriate — and we will also cover the original delivery charge. No restocking fee is applied. Return postage is met by the customer only on standard returns; where the item was faulty or sent in error, it is on us.

Exchanges

Would you prefer a different size, colour or product? Get in touch with our customer service team and we will guide you through the exchange from start to finish.

Standard Returns — 14 Days

Items may be returned within 14 days of receipt provided they are:

unworn and unused;
in their original condition;
returned in their original packaging.

On standard returns the cost of return postage is your responsibility, and the original delivery charge is not refunded.

Once your return has arrived with us and been inspected, refunds are normally issued within 7 business days. Your bank or card issuer may need a little longer to show the money in your account.

Restocking Fees

We charge no restocking fee on returned goods. Eligible products are refunded at the full purchase price.

Items We Cannot Accept Back

A return cannot be accepted where:

the parcel carries no valid order reference number;
the item is not in the returnable condition described above.

Starting a Return

Please contact us at contact@lilaparis.com before sending anything back, so that we can issue a return authorisation together with the instructions you need.

How Refunds Are Processed

After your return has been received and inspected, we will let you know whether it has been approved. Approved refunds are credited to the original payment method within 7 business days, with the exact timing depending on your financial institution.

Need Help?

Store Name: Lila Paris
Business Name: Gomerchantsolutions Limited
Address: 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom
Company No.: 17322088
Phone: +44 7520 682804
Email: contact@lilaparis.com
Customer Service Hours: Monday to Friday, 9.00 a.m. – 5.00 p.m. (GMT)