Return Policy

We have a 15-day returns policy, which means you have 15 days after receiving the item to request a refund.

To be eligible for a refund, your item must be in the same condition in which you received it, unworn or unused, with tags and in its original packaging. You’ll also need a receipt or proof of purchase.

To begin the return, you must contact us by email: sales@lilushoes.com .

If your refund is accepted, we will send you instructions on how and where to send the package. Items sent to us without a prior refund request will not be accepted.

In the event that you receive the model in the incorrect colour or size, LILU SHOES will deliver the desired item to the customer within 5 working days of the returned item being delivered back to LILU SHOES. When we send a package outside of Serbia, the delivery timeframe is 10-20 days.

When returning an item, LILU SHOES will not be liable for delivery costs, unless this is due to a manufacturing defect or damage. In this case, LILU SHOES will cover the delivery costs.

DAMAGES AND PROBLEMS

Please check your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can assess the problem and correct it.

There are, of course, exceptions. Items made as personalised orders are non-refundable. Please contact us if you have any questions or concerns regarding a particular item. We advise you to more precisely determine the size of your personalised order in communication with us, and in that way mistakes will be minimised.

Unfortunately, when it comes to online sales, we cannot accept returns of items that are on sale or products purchased using vouchers.

LILU SHOES will not be liable for any errors or damage to the goods, caused by postal services or delivery.

Regarding the colour of the product, we have endeavoured to make the shoe colour as true to life as possible in all the photographs.

REFUNDS

Should you return the item, upon receipt of your package, you will be notified whether a refund has been approved or not. If approved, your funds will be automatically refunded to your original payment account. Please note that it may take some time for your bank or credit card company to process and announce your refund.