Return & Refund Policy
At Dunhill Lily, we want your time with us to feel simple and fair from start to finish. This policy explains when items can come back to us and how refunds are handled. Placing an order means you've read and agreed to what's set out below.
Nothing here takes away from the rights you hold under the Australian Consumer Law or the New Zealand Consumer Guarantees Act. Wherever those laws offer you more than this policy does, those rights come first.
1. Return Window
Eligible items can be returned within 30 days of the day your order arrives, provided the conditions in this policy are met.
2. Requirements for Returning Items
For us to accept a return, the item should be:
- Unworn, unused, and undamaged
- Returned in its original condition
- Complete with all original tags, labels, and packaging
- Requested within the 30-day window
- Approved by our team before you send it back
Trying something on for fit — the way you would in a fitting room — is completely fine. Wearing or using it beyond that isn't.
This section doesn't apply where an item is faulty, not as described, or otherwise covered by your consumer rights.
3. Non-Returnable Items
A few things can't be returned, including:
- Items with a broken hygiene seal
- Made-to-order or personalised pieces
- Items damaged through misuse or mishandling
For hygiene reasons, underwear, shapewear, and bras can't be returned once the hygiene seal has been opened.
Once again, this doesn't limit your rights if something arrives faulty or not as described.
4. Return Shipping and Restocking Fee
Approved returns are sent to our main warehouse in Asia.
For change-of-mind returns, you'll be responsible for:
- The cost of return postage
- Choosing a service that can clear customs
- Any duties, taxes, or additional charges
- Making sure the customs paperwork is filled in correctly
Dunhill Lily can't be held responsible for change-of-mind returns that are delayed, refused, or lost due to customs issues or incorrect shipping.
Restocking Fee
A 15% restocking fee may apply to change-of-mind returns, covering inspection, handling, and restocking.
This same fee may also apply to:
- Unopened parcels
- Orders refused on delivery
- Parcels left unclaimed and automatically returned
Important: No restocking fee or return postage cost applies where an item is faulty, damaged on arrival, incorrect, or not as described. In those cases your consumer rights apply and we cover the cost of making it right.
5. Return Address
Returns should only be sent to the address our team provides once your return is approved.
Anything sent elsewhere can't be processed.
6. How to Request a Return
To begin a return, email our team.
Email: info@dunhill-lily.com
Please include:
- The item(s) you'd like to return
- The reason for your return
- Photos of the product (required if it's damaged or incorrect)
- Your full name and shipping address
- Your order number
We'll reply with the next steps within 12–24 business hours (Monday–Friday).
Exchanges
Yes, we offer exchanges. The fastest way to get a different size, colour, or item is to return your original order through our standard return process and place a new order for the item you want. For exchanges, we cover the return shipping cost and the 15% restocking fee is waived.
7. Order Cancellations
Orders can be cancelled within 30 minutes of purchase.
Once an order moves into processing, it can no longer be cancelled. After it arrives, you're welcome to request a return under this policy.
8. Refund Process
After we've received and checked your returned item:
- We'll let you know how the inspection went
- If approved, your refund is sent back to your original payment method
Refunds are processed within up to 10 business days, depending on your bank or payment provider.
For change-of-mind returns, please note:
- The 15% restocking fee is deducted where it applies
- Original shipping costs aren't refundable
- Any insured shipping added at checkout isn't refundable
Where a refund relates to a faulty or incorrect item, you'll receive a full refund including any relevant shipping, in line with your consumer rights.
9. Discounts and Partial Returns
If your order included a promotional discount (such as a bundle offer or buy-more-save-more deal) and you return part of it, your refund may be recalculated.
Discounts are reworked around the items you keep, not the original order.
For instance, if returning items means the order no longer meets the terms of the original offer, that discount is removed and the refund adjusted to suit.
Refunds always reflect the final order value after these adjustments. For change-of-mind returns, return postage remains your responsibility and the 15% restocking fee may still apply.
10. Store Credit
In certain cases, at our discretion, we may offer store credit as a discount code instead of a refund.
Store credit issued this way:
- Is non-refundable
- Is issued once per order
- Can be put toward a future order on our website
- Can't be exchanged for cash or transferred to another order
11. Failed Delivery or Incorrect Address
If a parcel returns to us because of an incorrect or incomplete address entered at checkout, we may:
- Arrange a reshipment once the parcel is back and the correct address is confirmed, or
- Offer store credit as a goodwill gesture, depending on the circumstances
If returned items aren't in their original condition, a reduction in value may apply — except where your consumer rights say otherwise.
12. Policy Changes
Dunhill Lily may update or amend this policy at any time.
Any changes take effect the moment they're published on the website.
13. Contact Information
Questions about this Return & Refund Policy? Reach out to our team:
We're always happy to help.
14. Company Information
Store name: Dunhill Lily
Company name: Sa Collective LLC
Registration Number: 42-3368597
Business Address: 25 Prospect St, Watertown, Massachusetts 02472, United States.
Warehouse Address: Building 4, 4th Floor, 58 Baiye Road, 523000 Guangdong, China.
Email: info@dunhill-lily.com
Phone: +61 3 4713 9710
Customer Service Hours:
Monday to Friday: 9am - 6pm (AEST)
Monday to Friday: 11am - 8pm (NZST)
Saturday and Sunday: Closed