Refund policy
We want you to love your arrangement for years — and we stand behind every piece that leaves our studio. If something isn't right, here's exactly how we'll make it right.
1. 30-day returns
You may request a return within 30 days of delivery. To be eligible, items must be unused, in their original condition and packaging. Arrangements that have been displayed, altered, or damaged after delivery are not eligible for return.
2. Damaged or defective on arrival
If your order arrives damaged or defective, contact us within 7 days of delivery at support@thelilyhour.com with your order number and photos of the item and its packaging. We will offer a replacement or a full refund — your choice — and we will cover all shipping costs.
3. Custom and wedding orders
Made-to-order, personalized, and wholesale arrangements are final sale unless they arrive damaged or defective.
4. How to start a return
Email support@thelilyhour.com with your order number and the reason for the return. We will reply within 2 business days with a return shipping label (for damaged items) or return instructions (for all other eligible returns).
5. Return shipping costs
For change-of-mind returns, the customer is responsible for return shipping. For damaged, defective, or incorrectly shipped items, we cover shipping both ways.
6. Refund timing
Once we receive and inspect your return, we will notify you by email. Approved refunds are issued to your original payment method within 5–10 business days.
7. Exchanges
The fastest way to exchange an item is to request a return and place a new order.
8. Contact
The Lily Hour · support@thelilyhour.com
We respond within 2 business days.