Returns & Exchanges

Return Policy

We accept returns for most items within 30 days of the delivery date. To be eligible for a return, your item must meet the following conditions:

• Item is unused, unwashed, and unworn
• Item is in its original packaging with all tags attached
• Item is free from stains, odors, pet hair, or customer-caused damage
• Proof of purchase (order confirmation or receipt) is available

Non-Returnable Items

The following items are not eligible for return or exchange:

• Final sale or clearance items (marked as "Final Sale" on the product page)
• Personalized or custom-made products
• Intimate apparel, swimwear, and bodysuits (for hygiene reasons)
• Gift cards and digital products
• Items that have been altered, embroidered, or modified after purchase
• Accessories such as earrings (for hygiene reasons)

How to Initiate a Return

1. 1Log in to your account and navigate to your order history.
2. 2Select the order containing the item you wish to return.
3. 3Click "Request Return" and select the items you want to return.
4. 4Provide a reason for your return to help us improve.
5. 5Receive a return label — we will email you a prepaid shipping label (for eligible returns).
6. 6Pack the item securely in its original packaging and attach the return label.
7. 7Drop off the package at the designated carrier location.

Exchange Policy

We offer free exchanges for a different size or color of the same product, subject to availability. To request an exchange:

• Follow the same process as initiating a return.
• Select "Exchange" and specify the desired size or color.
• If the requested variant is available, we will ship it as soon as we receive your return.
• If the requested variant is out of stock, we will issue a full refund instead.

Refund Information

Once we receive and inspect your return:

• Refund processing: Within 5-10 business days of receiving the returned item.
• Refund method: Issued to the original payment method used at checkout.
• Shipping costs: Original shipping charges are non-refundable unless the return is due to our error.
• Partial refunds: May be issued if items show signs of use, damage, or missing original tags/packaging.

Damaged or Defective Items

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery. Include:

• Your order number
• A description of the issue
• Photographs of the damage or defect

We will arrange a free return pickup and send a replacement or issue a full refund, including original shipping charges.

Return Shipping

• Our error: We provide a prepaid return label at no cost to you.
• Change of mind: Return shipping costs are the customer's responsibility. We recommend using a trackable shipping service.
• Lost packages: We are not responsible for return packages lost in transit. Always keep your tracking number.

Questions?

If you have any questions about our return policy, feel free to reach out to our support team at support@ladyaylin.com or visit our Contact Page.