Refund policy

Every Lilya Eloualidi piece is handmade to order, using the individual measurements or personal specifications agreed with you. Please read this policy before confirming your order.

Returns and exchanges

We do not accept returns or exchanges for a change of mind on pieces made to your measurements or personalised specifications. This includes a later preference for a different size, colour, style or design after the agreed piece has been produced.

This policy applies to our personalised, made-to-order pieces. It does not remove your rights if an item is faulty, damaged, incorrect or does not match the specifications we agreed, or any other rights that cannot be excluded under applicable consumer law.

Before production begins

Please review the design, measurements, colour, personalisation, total price and delivery details carefully. If you are unsure about a measurement or fit, contact us before approving the specifications. Production begins after the required payment has been received and the order details have been confirmed.

Changes and cancellations

Contact us as soon as possible if you need to change or cancel an order. Before production begins, we will review the request and confirm what is possible. Once personalised work has begun, changes or cancellation for a change of mind may no longer be possible. Any proposed additional work, cost or revised timing will be explained for your agreement before we proceed. This does not limit cancellation or refund rights provided by law, including where we fail to fulfil our obligations.

If something is wrong with your order

Email lilyaelobusiness@gmail.com or use our contact page. Include your order number, a description of the issue and clear photographs where helpful. Please contact us promptly so we can assess the issue; this request does not shorten any legal time limit.

Where practical, keep the garment and packaging available for inspection and avoid alterations or repairs until we have discussed the next step. We will assess the issue against the confirmed order and explain the appropriate remedy, which may include repair, replacement or a refund, as required by the circumstances and applicable law.

Fit, measurements and handmade details

We rely on the measurements and specifications you approve. A fit concern caused by inaccurate measurements supplied by you is different from a garment that does not match the agreed measurements. Please contact us in either case so we can review the available options; alterations are not automatically included.

Small variations in handwork may occur between pieces. They do not excuse a fault or a material difference from the agreed design. Screen settings may affect how colours appear; any essential colour or finish should be confirmed before production.

Sending an item back

Please contact us before sending anything back so we can provide the correct address and instructions. Where we are responsible for a verified fault or incorrect item, we will arrange or cover reasonable return costs. Do not send a garment to an address found elsewhere without confirming it with us.

Deposits and refunds

A deposit forms part of the purchase price. If a refund is due under this policy, an agreed resolution or applicable law, we will confirm the amount and process it using the original payment method where possible, or another method agreed with you. Refunds will be handled within the applicable legal timeframe. Store credit will not replace a monetary refund where you are legally entitled to one.