Refund policy

 

Refund & Return Policy – Alice & Lily Toronto

Last updated: July 23, 2026

30-Day Easy Returns

At Alice & Lily Toronto, your comfort and confidence matter to us. If you’re not fully satisfied with your purchase, we offer a clear and fair return process in line with hygiene and safety regulations.

Return Policy Overview

Return Window

You may request a return within 30 days from the date you receive your order.

Condition of Items

Returned items must be:

  • Unused and unworn
  • In their original condition
  • Returned in the original packaging, including all tags, inserts, and accessories

Easy Returns

Our customer support team will guide you through the return process step by step.

Return Costs

Defective or Incorrect Products

There is no cost to the customer if:

  • The wrong item was sent
  • The item arrived damaged
  • The item is defective

In these cases, we will provide a prepaid return label.

Change of Mind / Customer Remorse

If you ordered the wrong item, selected an incorrect size, or no longer want the product:

  • Return shipping costs are the responsibility of the customer
  • Original shipping costs are non-refundable

How to Return an Item

  1. Contact Us
    Email solokattrade@gmail.com with:
    • Your order number
    • The reason for the return
  2. Receive Return Instructions
    We will email you a return authorization and detailed instructions.
  3. Prepare the Package
    Securely pack the item in its original packaging, including all components.
  4. Shipping Label
    • For defective, damaged, or incorrect items: we will provide a prepaid label.
    • For change-of-mind returns: you will arrange and pay for return shipping.
  5. Send the Package
    Drop off your parcel at the designated carrier location as instructed.

Refund Process

Inspection

Once your return arrives, we will inspect it to ensure it meets our return conditions.

Refund Timeline

  • Approved refunds are processed within 7 business days after inspection.
  • Refunds are issued to the original payment method.
  • Processing times may vary depending on your bank or payment provider.

If you do not see the refund after this period, please contact your bank first. If the issue persists, email solokattrade@gmail.com, and we will assist you promptly.

Exchanges

Need a different size, color, or product?

Contact us at solokattrade@gmail.com, and we’ll help you arrange an exchange quickly and smoothly.

Non-Returnable Items

For hygiene and safety reasons, certain items are not eligible for return, including but not limited to:

  • Underwear or intimate products that have been worn, washed, or removed from protective seals

Any non-returnable items will be clearly marked in the product description.

Questions?

Please visit our Frequently Asked Questions (FAQs) page or contact our support team—we’re happy to help.

Contact Us

Website name: Alice & Lily Toronto
Company name: SOLOKAT LTD trading as Alice & Lily Toronto
Company Number: 17342166
Email address: solokattrade@gmail.com

Registered address:

Suite 11035, 5 Brayford Square
E1 0SG, London
United Kingdom