Refund policy

GIFT RETURNS

Gifts purchased over the holiday period can be returned up until Friday 15th January. Gifts are available for exchange or store credit only. We can not offer an exchange or a refund on any Sales Items.

ONLINE RETURNS & REFUNDS

Lily Pad hopes you are delighted with your purchase, however, if you’re not perfectly satisfied, you may return the item(s) within 10 days of receipt.

We unfortunately do not currently offer online credits.

Packages received at Lily Pad after the return time-frame of 10 days will not be accepted and will be sent back to you.

Once an order has been placed you cannot cancel the order as goods are often shipped the same day.

If you wish to receive a refund, you will be refunded the value of the item at the time of purchase.  Lily pad will retain any shipping costs incurred through the transaction and these will not be refunded.

If your order has enjoyed Free Shipping, we ship with the tactical understanding that the customer will keep the goods purchased (unless faulty). Should you choose to return your full priced order for a refund, The Junction will retain any original shipment costs incurred to us.

Any refunds will be made back to the original means of purchase.

RETURN CONDITIONS

Items must be sent back unworn, unused and in original condition with designer garment tags attached and all original packaging including garment bag, boxes and tissue paper etc. Damaged, worn or altered garments will not be exchanged or refunded and will be returned to the customer.


Lily Pad reserves the right to return or reject any item(s) that does not abide to the return conditions.

FOOTWEAR

Footwear must be returned in original condition, unworn, with no wear on the soles. All original packaging must also be returned including shoe box, swing tags, tissue paper and authentication certification (if supplied).

JEWELLERY, BAGS AND ACCESSORIES

Jewellery, bags and accessories (excluding footwear) may not be returned or exchanged unless the item is faulty.

SWIMWEAR AND LINGERIE

There are absolutely no refunds or exchanges on Swimwear and Lingerie unless faulty.  All Swimwear and Lingerie purchases are final. 

CANDLES, PERFUME & BODY PRODUCTS

There are absolutely no refunds or exchanges on Candles, Perfume and Body Products unless faulty. All Candles, Perfume and Body purchases are final. 

SALE ITEMS

We do not offer refunds or exchanges on sale items. All sale purchases are final whether they are purchased online or in store. Any item purchased at a discounted price is considered a sale item, including anything purchased during a store promotion or a flash sale.

HOW TO RETURN AN ONLINE ITEM 

  1. Please email sarah@lilypad.nz with the subject line - Attn: Lily Pad Online Returns/Exchanges.  Please include in your email your order number and the reason for your return, and the item(s) you would like to return.
  2. Once approved by our team, fill out the Return Form provided with your item(s).
  3. Securely repackage your items. All item(s) must be in a saleable condition as specified above (see return conditions). 
  4. Send your package within 10 days of receipt using a traceable, insured shipping method to:

Attn:  Lily Pad Boutique & Homeware, 1234 Kaipaki Road, RD3, Cambridge
New Zealand

The return of the item(s) is at your own cost and responsibility until it reaches Lily Pad. We recommend that you use a traceable service and take-out postal insurance. Please note Lily Pad does not take responsibility for any items lost in the process of returning them to us.

Shipping & handling charges are only refunded if the item(s) was incorrect or faulty.

If you choose to return to the store, the item(s) will need to be passed onto the Lily Pad Online Team and processed as per the time frames below.

PROCESSING TIME FOR RETURNS AND EXCHANGES

If your package arrives at Lily Pad within the timeframe specified (10 days) and is in an acceptable condition, your refund will be processed within 1-3 business days. You will be notified by email when this transaction has taken place.

Your bank may require additional days to process and post this transaction to your account once they have received the information from Lily Pad so please allow up to 7 business days for the full process to be completed. 

All successfully returned items will be credited to the account used to originally purchase the items excluding original shipping charges.

ONLINE EXCHANGES

As Lily Pad carries limited quantities of product across brands and styles, exchanges are not always possible.  Should you wish to exchange purchased product please email us directly at sarah@lilypad.nz  for further assistance.  In the case that an exchange is not possible, a refund will be given (please see refund policy above for more details).

ONLINE PURCHASES USING LAYBUY OR AFTERPAY

If you have bought online using Laybuy or Afterpay, and wish to return or exchange your items, we can process a refund on the item(s) but you will need to re-purchase these on our website if you are after an exchange.

If you wish to cancel an order that has been placed using Laybuy or Afterpay, the cost of our merchant fees will be deducted from your refund.
 

FAULTY ITEMS

If you discover that your item has a fault, please contact us immediately at sarah@lilypad.nz 

It is at the discretion of Lily Pad to determine fault. Upon accepting the fault of the product, Lily Pad Limited firstly have the option to repair the faulty item or replace it for the same product in the same size.  Please note that liaising with our overseas suppliers can take time to ascertain whether there is a replacement product available - therefore 3 weeks is a reasonable timeframe for this outcome.

If we cannot repair or replace your item, we will refund you the cost of the item plus any shipping costs incurred.

Items that are damaged because of wear and tear are not considered to be faulty. If you have an item that is faulty and you have worn it, please send it back to us clean.

Soiled returns will not be accepted.

If the item is deemed faulty, we will refund you the costs for returning the item and cover all shipping costs for the replacement or repaired item.

IN-STORE RETURNS AND EXCHANGES

If you would like to return an item you bought in-store, you can make returns to our store at 1234 Kaipaki Road, RD3, Cambridge 3495.

Our lovely staff are happy to help you choose an exchange item in a different size or colour, or provide you with an in-store credit, provided you have met our return conditions.  

Only the Manager present on the day can approve the return/exchange.

Refunds can not be given on 'change of mind' as you would have had the opportunity to view the style before purchasing.

Additionally, no exchanges, refunds or credit notes will be given on sale items. 

Please note over-the-phone sales through the store are considered an In-Store purchase.