Home Returns + Exchanges

Returns + Exchanges

Last updated: Mach 16, 2023

Regular priced merchandise may be returned for an EXCHANGE or STORE CREDIT only within 14 days of the original receipt. Original form of payment returns are not authorized. Merchandise must not be washed, worn or damaged, original tags must be attached and the original receipt must be provided.

After 14 days, we are unable to accept returns or exchanges.

All SALE items are FINAL SALE.

For direct assistance, questions, comments, or concerns please contact us at [email protected] or 978-272-1122.

 

In-Store Exchange/Return Policy

For purchases made in-store, you can return or exchange your purchases in-store only.

Regular Priced Merchandise:

  • Within 14 days of purchase, you can exchange your item(s) or return your item(s) to receive Lily + James store credit. We do not offer refunds in the form of your original payment.
  • Select items will not be accepted for return; see “Return and Exchange Details.”

After 14 days, we are unable to accept returns or exchanges.



Online Exchange/Return Policy

For purchases made online, you can exchange or return your purchases online or in-store.

Regular Priced Merchandise:

  • Within 14 days of purchase, you can exchange or return an item(s) in-store or via mail (items returned through the mail must be postmarked on or before the 14th day).
  • We do not cover return shipping charges; however, if requesting an exchange we will waive the shipping charge on the new item. (We will supply a tracking number for exchanged items once the item is shipped for your reference.)
  • Select items will not be accepted for return; see “Returns and Exchange Details”.

After 14 days, we are unable to accept returns or exchanges.

 

How to Mail Back an Online Return

Follow the steps below to complete online returns for online purchases.

NOTE: We do not cover return postage fees.

    • Ensure your items fulfill the required return criteria above.
    • Contact us via phone, email, Instagram or Facebook so we are aware of the return.
    • Repackage your items you would like to return, along with the original invoice, and ship to:

lily + james

125 Main St.

Groton, MA 01450

IMPORTANT: If you are sending back an item, we must receive it back within 14 days of the day it was delivered to you. If we receive it outside the 14 day window, we will not be able to process the exchange or issue store credit, and it will be sent back to you at your expense. Once we receive your package, we will do our best to process your return within 1 to 2 business days.* You will receive an email notification when your return has been completed.

*Please be aware that our processing time for returns and exchanges could take up to 5-7 business days once we receive your return.

 

Holiday Exchange/Return Policy

Returns and exchanges for gifts purchased from November 1st to December 25th have an extended deadline of January 14th. This applies to both in-store and online purchases. For in-store purchases, a Gift Receipt must be presented at the time of return. For online purchases, a note of return eligibility will be added to the order in our system. (Be sure to note at checkout that the purchase is a gift, or contact us.)

Regular Priced Merchandise:

  • Until January 14th, you can exchange or return your item to receive Lily + James store credit. We do not offer refunds in the form of your original payment.

 

Return and Exchange Details

For all returns or exchanges:

  • Items must not be washed, worn or damaged.
  • All original tags must be attached.
  • Original receipt must be presented.

Clearance merchandise:

  • Markdowns/clearance items are FINAL SALE! This includes:
    • Items under “SALE” on our website.
    • Any items purchased during a clearance sale including (but not limited to) items discounted. 

The following items are FINAL SALE and not eligible for return or exchange:

  • Select intimates 
  • Discounted / clearance items

 

Gift Cards

Gift cards may not be redeemed for cash or refunded unless required by law. All returned items purchased using a gift card will be refunded as merchandise credit back onto a gift card or as Lily + James store credit.

 

Order Cancellation

Hit the “Submit Order Button” before you're ready? We’ll do our best to help. During store hours, you have up to an hour from the time you click Submit Order to cancel it by calling us at 978-272-1122.