Refund policy
🧵 Made-to-Order & Made-to-Measure Garments
Made-to-Order (MTO) garments are created in standard sizes and are eligible for return or exchange if they aren’t quite right.
Made-to-Measure (MTM) / custom garments are created specifically to your measurements and are final sale, not eligible for return.
💡 Tip: If you’re unsure about style or fit, our Home Try-On service is available for AU & NZ customers.
✈️ Standard Size Orders (International Customers)
For customers outside New Zealand and Australia, we recommend selecting your standard size with confidence, supported by our detailed fit guidance and personalised sizing assistance.
We are always happy to help you choose the right size prior to ordering to ensure the best possible fit.
Returns & exchanges
We offer a 14-day return window from delivery for standard-size international orders, provided garments are unworn, unaltered, and returned in original condition with tags attached.
You may choose:
- a refund of the garment value, or
- an exchange or store credit
To initiate a return, please contact us within 14 days of delivery.
Return shipping
Return shipping must be arranged by the customer using a tracked and insured service. We are not able to take responsibility for items lost in transit.
Duties & taxes
As international orders are shipped on a Delivered Duty Paid (DDP) basis, any import duties and taxes are prepaid at checkout and are not refundable once remitted to customs authorities.
🔄 Can I exchange my standard size MTO purchase?
Yes! If you’d like a slight style variation or need a different size, an exchange is available.
⚠️ Damages & Issues
Please inspect your order upon delivery. Contact us immediately if the item is:
Defective
Damaged
The wrong item
We will evaluate the issue and work to make it right at no extra cost to you.
💳 Refunds
Once we receive and inspect your return, we will notify you if the refund is approved.
Refunds are processed to your original payment method
A flat $80 restocking and handling fee applies to returned standard size garments (covers steaming, inspection, and preparation)
Please allow time for your bank or credit card company to process the refund
📌 Important Notes
Garments showing signs of wear, makeup, tanning products, or fragrance cannot be accepted for return
Custom size garments and sale items are final sale
International customers are encouraged to contact us if unsure about sizing
📧 Contact
For any questions about returns, exchanges, or our Home Try-On service, email: info@liliacass.com