Returns and exchanges
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.
You received the wrong product/size/colour or the product is missing.
If you have received the wrong product, size, colour or an item is missing from your order, please contact info@lilzkids.ee.
Our online shop always informs customers before an order is dispatched if a product is out of stock. After notification, we will be sure to refund the missing product. If there is neither a notification nor a refund, it means that we have made a mistake in the bundling and are not aware of it.
Exchange of goods
Unfortunately, it is not possible to exchange goods purchased from the online shop, but only to make a new purchase, as it is not possible to guarantee that the product will be in stock at the time of exchange.
Booking products and paying for additional postage associated with exchanging them makes the management of our online shop, including accounting, more complex. For this reason, our online shop does not offer product exchanges.
Thank you for your understanding!
Return of goods
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.
Products such as: underwear, socks, tights and swimwear cannot be returned, as it is not possible to check the hygiene conditions of these products in the online shop.
The right of withdrawal does not apply if the buyer is a legal person. The right of withdrawal can only be exercised if the online shop has breached the terms of the contract (e.g. by not respecting delivery deadlines) or if the delivered product is defective.
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.
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.
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 €
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!
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 Smartpost 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.
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.
The returned product will be refunded to the same bank account from which the order was paid for, within 14 days of receipt of the product. In the case of a partial return, the postage will be refunded proportionally.
The right of return does not apply if the purchaser is a legal person or to goods purchased locally or for which the delivery method selected is “I’ll pick up myself”. If the purchaser chooses the “Collect on delivery” option, the right of withdrawal, including the possibility of exchange, only applies on the spot. Although the buyer has placed the order before seeing the product, he has the opportunity to check the product for suitability on arrival. The non-exercise of this possibility does not mean that it was not available.
More information can be found in our terms and conditions.
Fill in the following fields to return the goods:
Dear customer, please note that if you do not complete the refund request, the processing time may be extended. Thank you for your understanding!