1. Returns and Exchanges for Non-Custom Products

 

We want you to feel wonderful about your Pepper & Lily purchase. If an eligible non-custom product is not quite right, please contact us promptly so we can help.

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To qualify for a full refund, a returned product must be:

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• Unworn.

• Unwashed.

• Unused.

• Unaltered.

• Free of stains, odors, pet hair, or other signs of use.

• Returned with any original packaging or tags intact.

 

Because our products are frequently made to order, exchanges are available for the same design only. Customers may select a different eligible size or color, subject to availability.

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An exchange cannot be applied toward a different design, product, or customized item.

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Items that have been worn, washed, used, altered, or damaged after delivery are not eligible for a refund or exchange.

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Please contact us before mailing a return. Products returned without authorization or return instructions may not be accepted.

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2. Damaged, Defective, or Incorrect Non-Custom Products

 

If a standard or made-to-order product arrives damaged, defective, or incorrect, please contact us as soon as possible.

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Include:

• Your order number.

• A description of the issue.

• Clear photographs of the product.

• Photographs of the packaging when relevant.

 

We will review the information and work with you toward an appropriate resolution, which may include a replacement, correction, store credit, or refund depending on the circumstances.

 

The product should remain unworn, unwashed, unused, and unaltered while the request is reviewed.

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3. Returns and Exchanges for Custom Products

 

Customized and personalized products are created specifically for the customer and are considered final sale.

 

Custom products cannot be returned, exchanged, or refunded because of:

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• A change of mind.

• An incorrect sizing selection.

• A spelling error submitted by the customer.

• Incorrect or incomplete information provided at checkout.

• Dissatisfaction with an approved design.

• Normal color or placement variations.

• A delay caused by the customer’s failure to provide information, payment, communication, or approval.

 

Please carefully review all names, dates, wording, colors, sizes, artwork, and other customization details before submitting or approving an order.

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4. Damaged, Defective, or Incorrect Custom Products

 

If a custom product arrives damaged, defective, or materially different from the customization details submitted or approved, please email orders@pepperandlily.com within seven days of delivery.

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Include:

• Your order number.

• A description of the issue.

• Clear photographs of the product.

• Clear photographs of the packaging when relevant.

 

After reviewing the request, we may offer a replacement, correction, store credit, or refund depending on the circumstances.

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The product must remain unworn, unwashed, unused, unaltered, and in its original condition while the request is reviewed. Please do not return a product without receiving return instructions from us first.

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Approved refunds will be returned to the original payment method. Original shipping charges are nonrefundable unless the product was damaged, defective, or produced incorrectly.