Returns, Exchanges & Refunds
We want you to love what arrives at your door. If something isn't right, we'll make it easy.
Every Lilia Cass piece is made with intention — designed to be worn again and again, for moments that matter. All orders ship with complimentary worldwide DHL Express delivery. If your order isn't quite right, our team is genuinely here to help. Please read below, then reach out to us at info@liliacass.com — we'll always do our best for you.
Return window
We offer a 15-day return window for all orders, beginning from your confirmed delivery date. We ask that you inspect your order as soon as it arrives and reach out to us promptly if anything isn't right.
We offer two types of pieces, and our returns eligibility reflects this:
Which pieces can be returned?
Standard sizing — eligible for return.
Ready-to-wear and pre-order pieces in our standard sizing can be returned or exchanged within 15 days of delivery, provided they meet the condition requirements below.
Customised or made-to-order pieces — not eligible for return. Any piece that has been made to your measurements, altered to fit, or personalised in any way is created exclusively for you and cannot be returned or exchanged. This includes all made-to-order styles and any ready-to-wear piece that has been customised at your request. Please check the product page before ordering, and reach out to us at info@liliacass.com if you have any questions — we're always happy to help you find the right fit before you commit.
For eligible standard-sized pieces, items must also meet all of the following conditions:
- Unworn, unwashed, and in original condition
- All original tags attached and packaging intact
- Free from perfume, deodorant, makeup, or any other marks
- Accompanied by your original order confirmation
The following items are not eligible for return:
- Made to order & customised pieces — any piece made to your specifications, including custom sizing, length adjustments, colour changes, or any other personalisation. If you're unsure whether your piece is customised, please check your order confirmation or contact us before purchasing.
- Items marked as Final Sale or Sample Sale
- Items showing signs of wear, alteration, or damage after delivery
- Intimates or accessories where hygiene applies
Exchanges — our preference
We genuinely encourage an exchange over a return wherever possible — and we make it worth your while.
Restocking fee waived. Choose to exchange and we'll waive the 10% restocking fee that applies to cash refunds — keeping more money in your pocket.
Priority processing. Exchange orders are dispatched as a priority as soon as your return is confirmed in transit.
Personal styling support. Not sure what to try next? Our team will help you find the right size, silhouette, or style — no pressure, just honest advice.
To request an exchange, simply mention it when you email us to initiate your return. We'll take it from there.
How to initiate a return
Please follow these steps to ensure your return is processed smoothly and promptly.
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Email us - Contact us at info@liliacass.com within your 15-day window. Include your order number, the item(s) you'd like to return, and your reason. If you'd like to exchange, let us know what you have in mind — we'll help from there.
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Receive your RMA - We'll respond within 1–2 business days with a Return Merchandise Authorisation (RMA) number and full instructions. Please do not send anything back without this number — returns received without an RMA cannot be processed.
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Pack & label - Pack your item securely, ideally in its original packaging. Write your RMA number clearly on the outside of the parcel and include a copy of your order confirmation inside.
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Ship to us - Send your return to:
Liliacass Returns
51B Paine Street
Judea, Tauranga 3110
New Zealand
Please use a tracked, insured courier service and email us your tracking number once sent. -
We'll confirm - Once we receive and inspect your return — usually within 2–3 business days of arrival — we'll process your exchange or refund and notify you by email straight away.
Return shipping costs
We cover return shipping only for items confirmed as damaged in transit or incorrectly sent (see section 06). For all other returns and exchanges, return shipping is at the customer's cost.
| Return shipping | At the customer's expense. We recommend a tracked, insured service. Liliacass cannot accept responsibility for items lost or damaged in return transit. |
| Original shipping | Non-refundable in all cases. |
| International customs duties (outbound) | Non-refundable. Import duties paid on your original order are a government charge and cannot be recovered by Liliacass. |
| Return customs declaration | International customers must mark return parcels "Returned Goods — No Commercial Value" on all customs documentation to avoid re-entry duties into New Zealand. |
Restocking fee
A restocking fee of 10% of the item value applies to all cash refunds. This covers the cost of inspection, repackaging, and quality assessment on returned garments.
The restocking fee is deducted from your refund total at the time of processing. We'll always confirm the final refund amount before it is issued.
Damaged or incorrect items
Every Liliacass piece is personally quality checked before it leaves us. In the unlikely event that something arrives damaged in transit, or you've received an incorrect item, we want to hear from you straight away.
All claims are assessed individually. Upon review of your photographs and details, if we confirm the item was damaged in transit or incorrectly sent, we will work with you on an appropriate resolution — which may include a replacement, exchange, store credit, or refund at our discretion.
Please note the following:
- Photographic evidence submitted within 48 hours of delivery is required for all claims — we are unable to assess claims without this
- Damage that occurs after delivery, through wear, handling, or alteration, is not covered under this policy
- We reserve the right to request additional information or return of the item before a resolution is confirmed
- Return shipping for approved claims will be arranged by Liliacass once the claim has been assessed and confirmed
Claims submitted after 48 hours, or without supporting photographs, may not be eligible for a remedy. If you're ever unsure, please just reach out — we'd always rather hear from you.
Refund processing
Once your return is received and approved, refunds are processed to your original payment method within 5–7 business days. Please allow additional time for your bank or card provider to reflect the credit — this varies by institution.
| Refund method | Original payment method only. |
| Refund currency | Refunds are issued in NZD. The amount reflected in your local currency may vary slightly from your original charge due to exchange rate fluctuations at the time of processing. This is outside our control. |
| Processing time | 5–7 business days from receipt and approval of your return. |
| Payment processing fee | A payment processing fee of up to 4% is non-refundable and will be deducted from your refund. This reflects the transaction fees charged by our payment provider, which are not recoverable on refunded orders. |
| Restocking fee | 10% deducted from refund total (waived for exchanges). |
| Duties & original shipping | Non-refundable. |
You'll receive an email confirmation as soon as your refund has been issued.
Questions? We're always happy to help. Reach us at info@liliacass.com and we'll respond within 1–2 business days.