returns & exchanges

for returns, exchanges, or any other services (even during your 1 month warranty) charges will be covered by the customer.

shipping fees are non-refundable.


you may return your creation, in a new and unused state and perfect condition, 1 day following the purchase for a full refund accompanied by the original receipt.

for online orders kindly contact us directly via email at

the amount will be transferred within 7 - 14 days after the refund request.

the product can not be accepted if it shows signs of wear or if it has been altered from its original condition, or its packaging has been damaged or used.


our creations are accepted for exchange in a saleable condition within 3 days following the purchase, accompanied by a sales receipt.

for online orders kindly contact us directly via email at

products purchased at any other retail location, other than Lillian Ismail store or website, will not be accepted for return, and must be done through the original place of purchase. please contact or visit the retailer the item was purchased from to return or exchange your creation following their return & and exchange policy.

we reserve the right to deny unreasonable repairs, returns, and exchanges. 

lillian ismail's creations pass through our quality control department before distribution. you can return your creation within only 24 hours if manufacturing defects are found. returns due to manufacturing faults will not be accepted past 24 hours.

cancellation policy

if you wish to cancel your order, please notify us by email immediately on

customized orders

custom-made pieces must be paid in full amount in advance. The amount paid is non-refundable and the piece is not subject for exchange or return once received by the client. 

how to reach us for refunds or exchanges?

to make an exchange or return, simply email us at with subject line: “Return/Exchange Request” including the following:

- full name  

- email address 

- phone number 

- order number 

- date order received 

- name of item 

- reason for return