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Refund policy

Returns & Refunds Policy

Effective Date: 23/02/2026

At By Lily Gray, we are committed to offering a refined and transparent shopping experience. Please review our policy carefully before placing your order.

1. 30-Day Return Policy
We offer a 30-day return window from the date you receive your order.
To be eligible for a return:
  • The item must be unworn, unused, and in its original condition
  • All original tags must remain attached
  • The item must be returned in its original packaging
  • The original packing list containing the order number must be included inside the parcel
  • Proof of purchase is required
Returns that do not include the original packing list with the order number may not be processed.
Returns showing signs of wear, washing, alteration, fragrance use, candle burning, or excessive handling may be refused.
To initiate a return, please contact: info@bylilygray.com

Return Address: USA
5202 Kenmore Road, Richmond, Virginia 23226, USA

Return Address: EU
3PL Service Netherlands
Dr. A.F. Philipsweg 41
9403 AD Assen
The Netherlands

Customers must contact us before sending a return. Items sent without prior communication may result in processing delays.

2. Return Shipping
Unless the item is defective, damaged, or incorrectly delivered, return shipping costs are the responsibility of the customer.
If a return shipping label is provided by us, the cost may be deducted from the refund where legally permitted.
Original outbound shipping costs are non-refundable unless required by applicable law.

3. European Union – 14-Day Right of Withdrawal
If your order is delivered within the European Union, you have the statutory right to withdraw from your purchase within 14 days without providing a reason.
How to Exercise Your Right:
  • You must notify us within 14 days of receiving your order by contacting:
    info@bylilygray.com
  • After notification, you have an additional 14 days to return the goods.
Returned goods must:
  • Be unworn, unused, and in original condition
  • Include original tags and packaging
  • Not show signs of handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods
We reserve the right to deduct from the refund any diminished value resulting from excessive handling.
Unless otherwise required by law, return shipping costs are the responsibility of the customer.
We will reimburse:
  • The purchase price of the goods
  • The cost of standard outbound delivery (if paid)
Refunds will be processed within 14 days of receiving the returned goods or proof of return.

4. Damaged, Defective, or Incorrect Items
Please inspect your order upon receipt.
If you receive a defective, damaged, or incorrect item, contact us immediately at:
info@bylilygray.com
In accordance with applicable EU consumer protection law, customers are entitled to remedies for goods that do not conform to the contract at the time of delivery. This statutory protection applies for up to two years from delivery and does not cover normal wear and tear, misuse, or accidental damage.

5. Non-Returnable Items
The following items cannot be returned:
  • Personalized or custom-made products (including embroidered items)
  • Gift cards
  • Items marked “Final Sale”
  • Opened fragrances
  • Used or burned candles
  • Diffusers once opened
  • Personal care products once unsealed
For hygiene and safety reasons, fragrances and candles cannot be returned once opened or used.

6. Exchanges
We do not process direct exchanges.
To receive a different item, please return the original item (subject to approval) and place a new order. All new purchases are subject to availability.

7. Refund Processing
Once we receive and inspect your return, we will notify you whether the refund has been approved.
If approved:
  • Refunds will be issued to the original payment method
  • Refunds will be processed within 14 business days
  • Your bank or payment provider may require additional processing time
If more than 15 business days have passed since approval, please contact:
info@bylilygray.com

8. Abuse & Fraud Prevention
We reserve the right to refuse returns in cases of:
  • Repeated excessive returns
  • Evidence of product use
  • Wardrobing (temporary use before return)
  • Fraudulent claims
We may also refuse service to customers engaging in abusive return behavior.

9. Governing Law
This Returns & Refunds Policy is governed by Dutch law.
Nothing in this policy limits statutory consumer rights under applicable European Union consumer protection legislation.