Incorrect or Defective Items

(1) An incorrect item

We apologise if an incorrect item has been mailed out.

Please contact us at hello@lilypirates.com.sg to notify us of the situation within 7 days upon shipping of items (i.e. shipment notification email).

A courier will deliver the correct item in exchange for the incorrect one.

In the situation that the correct item is out of stock, the customer will be reimbursed with store credits of the same amount.

Please note that store credits is not applicable on postage and has a 90 days validity from date of issue.

No cash refunds will be provided under any circumstances.

It is the customer’s responsibility to ensure that the item is securely packaged and accurately addressed to LilyPirates. We will not be liable for any packaging fees incurred. 

(2) A defective item

We apologise if you have received a defective item.

Please contact us at hello@lilypirates.com.sg with pictorial evidence of the manufacturing defect within 7 days upon shipping of items (i.e. shipment notification email).

We will ascertain the defect and further advise you. 

As our apparel is mass manufactured, the following are not considered manufacturing defects:

1. Measurements varying 0.5 to 0.75 inches from the stated measurements;

2. Slight colour discrepancies arising from difference in computer screen resolutions;

3. Items with slight imperfections (loose threads, small dotted stains on fabric, small stains on lining etc) which do not affect the overall appearance of the item; and

4. Differing placement of prints from showcased items (for printed items, placement of prints might differ from piece to piece).

If a defect is ascertained, an exchange of the same item in the same size and colour will be provided (subjected to stock availability).

A courier will deliver the replacement item in exchange for the defected one. 

In the situation that the item of the same size and colour is out of stock, the customer will be reimbursed with store credits of the same amount. 

Customers are requested to return the item via normal mail with a certificate of posting from the post office.

Only normal mail postage fees will be reimbursed in the form of store credits. We will not be liable for any packaging/additional postage fees. 

Store credits will be issued within 14 days upon receipt of the item. 

Please note that store credits is not applicable on postage and has a 90 days validity from date of issue.

No cash refunds will be provided under any circumstances.

It is the customer’s responsibility to ensure that the item is securely packaged and a return address is included on the parcel.

Size Exchange

As of 14 September 2018, we regret to inform that we will no longer be accepting size exchanges via mail.

Returns

Here is our Returns Guide:

1. Please login to your account and request for a return within 14 working days of receiving your item. You can find it under My Account > Orders > Look for your order number and click on 'Return Items' (only applicable items will be available for selection).

Items that are not in their original condition (i.e. worn, washed, tag not intact for items with tag) will be strictly rejected.

2. Return request will be pending for approval after submission. If your return request fulfills the Returns Criteria, you will receive an approval email from us within 1-3 working days with our Return Address.

Return items must reach us within 14 days after receiving the Return Address.

Once you have received the return address details:

Mailing Option:

Please state your name, order number and “LilyPirates Returns" on the parcel for tracking and verification purposes. 

Kindly update the tracking number (Under My Account > Orders > Look for your order number and click on 'Update Tracking ID’).

Drop-Off Option:

If you are dropping it off personally, there is a letter box lever on the left panel of the door. You can just slip it in when you pop by anytime. Please write down your order number on the parcel.

Upon receiving your item(s), our team will take up to 7 working days to process the return. Once the return criteria has been fulfilled, Store Credit will be issued to your account.

Store credits has a 90 days validity from date of issue. Store credits are non transferrable and non extendable.

No cash refunds will be provided under any circumstances.

It is the customer's responsibility to ensure that the item is securely packaged and a return address is included on the parcel. 

Customers can mail back the item by their preferred type of postage. However, kindly take note that LilyPirates will not be liable for lost packages and any packaging/postage fees incurred. 

All items purchased during a sale or at discounted prices are not eligible for any size exchanges/returns. Items purchased using store credits are also not eligible for further exchanges/store credits.

Returns are accepted for orders made using first-timer discount and birthday discount codes and LP Reward Points redemption codes. 

Your purchase is a tacit agreement to these terms.