Refund & Exchange Policy

At Natalie Lillian, every piece is thoughtfully selected or created to celebrate individuality, confidence, and personal style. Because our collection includes both Ready-to-Wear and Custom Fit garments, return and exchange eligibility depends on the type of item purchased.

Please review this policy carefully before placing your order.

Ready-to-Wear Items

Eligible Ready-to-Wear items may be returned or exchanged within 14 days of delivery. To be eligible, the item must be unworn, unwashed, and unused; free from stains, makeup, deodorant, perfume, smoke, and other odors; in its original condition with all tags attached; and returned in its original packaging, when applicable. Items that do not meet these conditions may not be accepted.

Custom Fit & Made-to-Order Items

All Custom Fit, made-to-measure, and personalized garments are final sale and are not eligible for returns, exchanges, or refunds due to sizing, fit preference, or change of mind.These pieces are created specifically using the measurements provided by the customer. Customers are responsible for submitting complete and accurate measurements.If you need assistance before submitting your measurements, please contact us at info@natalielillian.com .

Custom Fit Concerns

If you believe your Custom Fit garment was made differently from the measurements you submitted, contact us within 7 days of delivery. Please include your full name, order number, a description of the concern, and clear photographs showing the issue. We will review the information provided and determine the appropriate resolution. If the garment does not reasonably correspond with the measurements submitted with the order, Natalie Lillian may offer an alteration, repair, replacement, or other appropriate resolution.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives. If your item arrives damaged, defective, or different from the item you ordered, contact us within 7 days of delivery at info@natalielillian.com. Please include your order number and clear photographs of the item and packaging. Eligible claims will be reviewed, and we will work with you toward an appropriate resolution. Please do not return an item before contacting us and receiving return instructions.

Sale & Final Sale Items

Items clearly marked Final Sale are not eligible for return, exchange, or refund, except when an item arrives damaged, defective, or incorrect.

Return Process

Before sending an eligible return, email info@natalielillian.com with your full name, order number, the item you wish to return, and the reason for the return. If your return is approved, you will receive return instructions. Returns sent without prior approval may not be accepted.

Return Shipping

Customers are responsible for return shipping costs for eligible Ready-to-Wear returns unless the item received was damaged, defective, or incorrect. Original shipping charges are non-refundable, except when required by law or when the return is due to an error by Natalie Lillian. We strongly recommend using a trackable shipping service. Natalie Lillian is not responsible for return packages lost or damaged in transit.

Refunds

Once an approved return is received and inspected, we will notify you of the status of your refund. Approved refunds will be issued to the original payment method. Please allow additional time for your bank or payment provider to process and post the refund.

Exchanges

Exchanges are subject to product and size availability. If your requested item is unavailable, we may offer another available option or a refund for an eligible Ready-to-Wear return.

Order Cancellations

Because Custom Fit and made-to-order garments may enter production shortly after an order is placed, cancellation requests are not guaranteed. Contact info@natalielillian.com as soon as possible if you need to request a cancellation. Once production has begun on a Custom Fit or made-to-order garment, the order cannot be canceled.

Questions?

For questions about returns, exchanges, or Custom Fit orders, contact:

Natalie Lillian
Email: info@natalielillian.com