Refund policy

Faulty Goods
We are proud of the products that we sell. If you find that goods are faulty Lily Whyte Lingerie will happily fulfil its obligations under New Zealand law. Please contact us by phone or email before the goods are returned to discuss your concerns.
Should you return faulty goods please make sure they are laundered as suppliers will not accept unlaundered garments.
Goods over 6 months old are unlikely to be accepted as faulty.

Returns
If for any reason (other than being faulty) you wish to return goods to us we are happy to accept them within 14 days of purchase. After that we are unable to offer a credit or exchange.

We are sure that you will understand that we do have some exceptions:
- Items that smell of cigarettes, perfume or other strong odours, soiled or badly creased will not be refunded or exchanged and will be returned to the customer at their expense.
- Hosiery is exempt from being returned if the seal on the packaging has been broken or the item tried on.
- We also exempt gift cards and sale items from our returns policy.

SALE ITEMS CANNOT BE RETURNED.

To be eligible for a return or exchange, your item must be unworn, undamaged and in the exact condition it arrived with you (including all labels/tags intact and attached to garment and in original packaging).

Try on briefs over your own underwear and choose carefully as UNDERWEAR IS NON REFUNDABLE OR EXCHANGABLE.

To complete your return, we will require a receipt or proof of purchase.

Credits (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your credit.

If you are approved, then your credit will be processed in way of a gift voucher.  

Exchanges
If you would like an exchange rather than a refund we would be happy to help. Please contact us at using the ‘Contact’ form to ensure we put an item aside for you.

NO EXCHANGES FOR UNDERWEAR 

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a gift voucher to the gift giver and they will find out about your return.

Shipping
To return your product, please mail it to:
Lily Whyte Lingerie, 113 Picton Street, Howick, Auckland 2014, New Zealand

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Until the goods arrive safely back with Lily Whyte Lingerie they remain the responsibility of the sender. No refund can be given for lost items.