Customer service

Lily Scarlet is a small company and we believe good contact with our customers is important. We always try to inform you as completely as possible and to make you 100% satisfied. If you have any questions about us or our products, please do not hesitate to contact us. We try to answer all questions within 24 hours, excluding Sundays and public holidays.

Ordering

  • If a product is in stock, we will try to ship it within two working days. If that is not possible we will contact you.
  • Made to order items have a production time of up to three weeks, depending on how busy we are.
  • We ship with PostNL but can send express with DHL, at additional cost, contact us before ordering.

Shipping Costs

The Netherlands €4,95
European Union €11
Outside EU €21

Buyers outside the European Union are responsible for paying customs duties and/or tax on receipt of the products.
We do not send international parcels marked as 'gift' on the customs form, so please do not ask.

Returns

  • You can return a Lily Scarlet-brand product within 14 days of receipt. The product must be unworn, complete and with the attached tags intact. Products with stains, that are damaged or incomplete, or smell of tobacco or perfume, etc. are not eligible for exchange or refund.
  • Custom-made and customized clothing cannot be exchanged.
  • Due to the nature of vintage items, they can only be returned in the case of an incorrect description provided by us. We do not accept an item that doesn't fit, so please check all the measurements to ensure the item will fit you. If you need extra measurements don't hesitate to ask!
  • if a vintage item is returned that has suffered damage, we will NOT refund.
  • We do not except any returns from outside the European Union.

If you would like to make a return, please contact us within 48 hours of receiving your package, with a description why you would like to return. Items must be returned to us within 14 days. Ensure proper packaging, do not stuff clothing in the packaging and only return complete products. Make sure you send your shipment with sufficient postage. The costs and risk of returns are at your own expense.