Refund policy
At Baby Lilo, we want you to love your purchase. We have a 30-day money back guarantee, which means you have 30 days after receiving your item to request a return or exchange.
How to Request a Return or Refund
To start a return or exchange, please contact our customer service at info@babylilo.com with your order number.
All requests require photo or video proof submitted at the time of the claim. We are unable to process any return or refund request without this.
Accepted reasons for a refund or replacement:
- The item arrived damaged or with a defect, such as a hole, tear, stain or loose seam
- A zipper, snap, button or other fastening was broken on arrival, or a part is missing
- You received the wrong item, size or color
For damage or defect claims, your photos or video must clearly show the item, its label and the specific issue. Claims submitted without clear evidence will not be approved.
What we don’t consider damaged or defective:
- Fit or sizing that isn’t right for your child (please check the size chart on the product page before ordering)
- Fabric, texture, thickness or softness preference
- Small color differences caused by screen or lighting
- Fold lines or creases from packaging, which relax after washing or steaming
- Shrinking, fading or pilling after washing, especially when the care label was not followed
- Zippers, snaps or buttons that break after the item has been worn or washed
- Items that have been worn, washed or had their tags removed
Unworn items with their tags still attached can still be sent back as a change-of-mind return (see below).
We accept returns if you have changed your mind. For Customer Remorse (Change of Mind), you will be responsible for the actual cost of return postage. To be eligible for a return, your item must be in the same condition that you received it: unworn, unwashed, with tags attached, and in its original packaging.
Note: Return postage is the customer’s responsibility and a restocking fee applies.
Damages and Issues
Please inspect your order when it arrives and contact us right away if an item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right. In these cases, Baby Lilo will cover return shipping costs.
Restocking Fees
A 15% restocking fee applies to all approved returns.
This fee covers inspection, processing, and inventory handling.
The same 15% restocking fee applies to:
- Unopened packages
- Parcels refused upon delivery
- Parcels left unclaimed and automatically returned to us
Exceptions:
The restocking fee may be waived only if the item arrived damaged, defective or incorrect. Each case is reviewed individually.
Final Sale & Non-Returnable Items
Items marked as final sale are not eligible for returns or exchanges. Items purchased during our Black Friday Sale are final sale.
Final sale items that arrive damaged, defective or incorrect are still covered under Damages and Issues above.
For hygiene and safety reasons, certain items may not be eligible for return. These items will be clearly marked as non-returnable on the product page. Gift cards are also non-returnable.
Return Conditions
If your return request is approved, the item must be sent back to our warehouse within the return window.
To qualify for a refund, the returned item must meet all of the following:
- Unworn, unwashed and in the same condition as received
- All original tags still attached
- In its original packaging
Refunds are only processed after the item has arrived at our warehouse and passed inspection. If the item shows signs of wear or washing, stains, odors, removed tags or missing packaging, the return will not be accepted and no refund will be issued.
We recommend keeping your proof of postage until your refund has been confirmed.
How to Return an Item
1. Contact Us
Email us at info@babylilo.com with your order number and reason for return.
2. Pack Your Item
Securely repack the item in its original packaging.
3. Send It Back
Follow the return instructions provided in your return authorization email and drop the package off at the designated carrier.
Exchanges
The fastest way to get a different size or color is to return the item you have and, once the return is accepted, make a separate purchase for the new item. Alternatively, contact us and we’ll help arrange an exchange.
Order Cancellations
Orders may be cancelled within 30 minutes of purchase, free of charge.
Once processing has begun, cancellation requests are no longer guaranteed and may be refused depending on the status of the order.
Approved cancellation requests submitted after the 30-minute window may be subject to a 5% processing fee to cover payment processing, handling, and operational costs already incurred.
After delivery, a return may be requested in accordance with the return policy outlined above.
European Union 14-Day Cooling Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it: unworn, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@babylilo.com.
Contact Details
Questions?
Visit our FAQs page or contact our customer service.
Store Name: Baby Lilo
Address: 750 W San Jose Ave L2, Claremont, California, 91711, United States
Email: info@babylilo.com
Phone: +13142035229
Customer Support Hours:
Monday – Friday, 9:00 AM – 5:00 PM (PST)
We aim to respond to all inquiries within 1–2 business days.