Returns, exchanges and refund policy
We are very grateful for the prompt refunds! With your help, we can quickly put returned products back on the market, which in turn will help us ensure sustainability in the future. Read more.
If you have received the wrong item, the wrong size or colour, or if an item is missing from your order, please contact us at info@lilzkids.ee.
If an item is missing, we will send it to you as soon as possible.
If you received a different size than the one you ordered but find that it fits you better, we would appreciate it if you could let us know. This helps us make the necessary inventory adjustments in our warehouse.
Exchange your item quickly and hassle-free!
If the product you ordered turns out to be too large or too small, you can exchange it for a different size. Simply send an email to info@lilzkids.ee, including your order number and the items you would like to exchange.
Some important points:
- Your exchange request must be submitted within 3 days of receiving your order. Unfortunately, we are unable to accept exchange requests made after this period.
- The unsuitable item must be returned by post or exchanged in person within 3 business days of submitting your exchange request.
- The customer is responsible for the shipping costs both for returning the item and for receiving the replacement item.
- If the returned item is received and inspected before 2:00 PM, we will dispatch the replacement size on the same business day.
After receipt of the order from the online shop, the buyer has the right to withdraw from the contract concluded in the online shop within 14 days, the costs of return being borne by the buyer, except in the case of a defective product (unless the buyer has knowingly purchased a defective product from the online shop under the category “Found Corner”).
The 14-day withdrawal period starts to run from the day when the consumer or a third party designated by the consumer has physically taken possession of the goods (LOA § 56(11)), or in the case of an online shop, from the moment of withdrawal of the package from the dispenser.
Before returning the product, the buyer must ensure that the product to be returned complies with the following conditions:
– The labels must be intact and not removed from the product.
– The product must not have been used.
– The product must be clean and not dirty.
– The product must not be used or tampered with.
– The product must not be broken or damaged.
– The footwear must be in the original box, which must also be clean and intact. – The footwear must be in the original box, which must also be clean and intact. The box must contain all the original packing materials, including tissue paper and other packing materials that came in the box, to avoid depreciation and return problems.
If the product to be returned does not meet the above conditions, the online shop has the right to refuse to take back the goods or to refund only 50% of the sales price of the product. For the damaged box, 5€ will be deducted from the amount to be returned. Damaged boxes do not include light damage that may occur during transport, but severely damaged boxes that are bruised, marked or otherwise soiled.
You can easily submit your return here.
| Comparison Point | Product Exchange | Placing a New Order |
|---|
| Time | Slower process – you need to wait until the returned item reaches our online store and has been inspected before the replacement item can be dispatched. | Faster – the desired item is dispatched immediately after the new order is placed. |
| Costs | More expensive, as you will incur both the return shipping cost and the shipping cost of the replacement item. | More cost-effective if the online store refunds all or part of the original shipping costs. |
| Money tied up | The customer does not need to have a larger amount of money tied up at the same time. | Requires a larger temporary outlay, as the new item must be purchased before the refund for the original item is received. |
| Product availability | There is a risk that the product you want may sell out before your exchange is processed. | You can order your preferred size or variant immediately, provided it is in stock. |
| Refund processing | The product is exchanged directly. | You need to wait for the refund to be processed after returning the original order. |
| Administrative simplicity | More complicated – you need to keep track of the exchange process and the online store’s terms and conditions. | Simpler and more straightforward: the original item is returned separately, and a new order is placed in the usual way. |
| Promotions and price changes | The original price remains valid even if the promotion has ended. | The new order is placed at the current price, which may be higher or lower than the original price. |
| Delivery time flexibility | Depends entirely on the speed of the return process. | You can choose a different delivery method or a faster shipping option. |
Return of the product is at the buyer’s expense and via a suitable parcel service such as Smartposti, DPD, Omniva or Unisend. The price list is available on their websites.
It is also possible to return the product using the Lilz Kids pre-prepared packaging label or code. Returns will be subject to the online shop’s standard parcel machine rates and free shipping will not apply. If the order has been placed through a DPD/Omniva/Unisend dispenser, then unfortunately returns by Smartposti are not possible. You will receive more detailed instructions in the online shop’s reply to your withdrawal request. In the case of a prepaid parcel label or code, the postage will be deducted from the amount to be returned.
Parcel Locker Shipping Rates (Estonia, Latvia & Lithuania):
Delivery within Estonia
Smartposti: 2.59€
Omniva: 3.50€
DPD: 2.99€
Delivery within Latvia
Smartposti: 3.99€
Omniva: 5.99€,
Unisend: 3.48€
Delivery within Lithuania
Smartposti: 3.99€
Omniva: 5.99€
Unisend: 3.48€
Unfortunately, we cannot accept parcels on delivery, i.e. parcels for which the recipient of the parcel (online shop) has to pay the postage to the parcel machine. The handling of parcels will create extra work for the online shop. Sorry for the inconvenience!
When using a pre-generated return shipping label, the online store is not responsible for the loss of a parcel sent by the customer. Any claim for compensation must be submitted directly to the relevant delivery partner.
Free shipping no longer applies if the customer returns part of the order and the final order value falls below the €99 threshold required for free shipping. In such cases, the customer will be refunded the purchase price of the returned products, less a proportionate deduction for the original delivery costs.
Example: a customer orders two different products from an e-shop for a total price of €120. The delivery of the order is free of charge as it exceeds the free delivery limit of €99. The customer decides to return one of the products, which costs €30. After the return, the customer’s final purchase amount is 90€ (120€ – 30€). As this amount is below the free delivery limit (99€), the customer loses the free delivery option. In the case of a return, the customer will be charged a delivery fee, which was originally, for example, €3. As he ordered two products, the delivery charge will be split proportionally. The customer will therefore be refunded a total of 30€ – 1,50€ = 28,5€.
Product purchase amount: 30€
Delivery fee (pro rata): 3 / 2 = 1.50 €
Returned parcels must be marked with the mandatory information required by the delivery partners to ensure that the returned product is not lost. It is essential that the returned order number is included in the parcel, as failure to include this number may result in a delayed refund. In addition, the product to be returned must be correctly packaged, including the size of the parcel machine chosen to be compatible with the dimensions of the product. When packaging, it is important to ensure that the products inside are not wrinkled or damaged.
When using a pre-generated return shipping label, the online store is not responsible for the loss of a parcel sent by the customer. Any claim for compensation must be submitted directly to the relevant delivery partner.
The right of withdrawal does not apply to products such as underwear, socks, tights, and swimwear, as the online store cannot verify that the hygiene requirements for these items have been maintained.
The right to return does not apply if the purchaser is a legal entity (business customer).
The right to return does not apply to items purchased in-store or to orders where the “I’ll Pick It Up Myself” delivery option was selected. If you choose the “I’ll Pick It Up Myself” option, your right of withdrawal, including the option to exchange the item, applies only at the time of collection. Although the order is placed before you have seen the product, you have the opportunity to inspect it and confirm that it meets your expectations when collecting it. Choosing not to make use of this opportunity does not mean that it was unavailable.
Refunds for returned items will be issued to the same bank account or payment method used to pay for the order within 14 days of receiving the returned item.
If only part of an order is returned, the original shipping costs will be refunded on a proportional basis.
The free shipping will expire if the customer partially returns the order and the final purchase amount is less than the amount required for free shipping, which is 99€. In this case, the customer will be refunded the amount of the purchase of the products, minus the delivery fee, on a pro rata basis. For more information, please see the “Return shipping costs” section.
More information can be found in our terms and conditions.