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.

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

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.

Returns

  • If you would like to return an item, please contact us within 14 days of receiving your order. After notifying us, the item must be returned within 14 days.
  • Retro clothing (Lily Scarlet, House of Foxy etc. must be returned unworn, complete and in the same condition as received, with any attached tags still intact. Items with signs of wear, stains, damage, perfume, tobacco smell, missing parts, removed tags or other changes to their condition are not eligible for a full refund. We may deduct the loss in value from the refund.

Custom-made and customised clothing cannot be returned or exchanged.

  • Vintage items must be returned in the same condition as received. We cannot accept returns for new damage, new stains, added scent, perfume, tobacco smell, cleaning damage, alterations, removed parts or other changes made after delivery. If a vintage item is returned with new damage or changes to its condition, we may deduct the loss in value from the refund.

For customers outside the European Union, we do not accept returns, unless  there is a clear issue with the order. This is due to customs complications with returned goods.

Return shipping

The cost and risk of the return shipment are the customer’s responsibility. Please pack the item carefully, do not stuff clothing into packaging, and use sufficient postage. We recommend using a tracked shipping method.