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Refund policy

 

At Twisted Lily, we stand behind every product we sell. If you're not satisfied with your purchase, we're here to help, subject to the following terms:

Return Timeframe

  • We accept returns within 14 days from the fulfillment date of your order. Returns requested after this period will not be eligible for consideration.

Condition of Returned Goods

  • To receive a full refund, returned items must be in their original condition: unopened, unused, and with the cellophane intact.
  • If the product is returned in any other condition, our Quality Control Team will inspect it. If the return is approved, the refund will be issued as store credit, and the value will be determined based on the item's condition.
  • Certain returns may be subject to a restocking fee, depending on the condition of the item.

Damaged or Incorrect Items

  • In the unlikely event that your item arrives damaged or you receive the incorrect product, we will gladly offer a refund, exchange, or replacement.
  • If you notice that your fragrance is damaged upon receiving your order, or if you receive the incorrect item, please send a photo to our Customer Service team right away before shipping the item back. The incorrect item must remain unopened and unused.
  • Both damaged and incorrect items must be returned before a refund, exchange, or replacement can be processed. Items must be returned within 14 days of the fulfillment date with all parts of the packaging (caps, brand boxes, pamphlets, etc.) included.

  • *All damage claims are subject to verification. We require clear, unedited documentation (photos and video) and the item must be retained for potential return and inspection. If sufficient documentation cannot be provided or the item is discarded, we are unable to offer a replacement or refund.

Shipping Fees

  • Shipping fees paid at the time of purchase are non-refundable.
  • A $15 flat return shipping fee will apply to all returns unless the goods are faulty or incorrectly supplied.

International Returns

  • Twisted Lily does not handle international returns. We do not cover shipping costs, customs fees, or provide shipping labels for returns outside the U.S.
  • If you are an international customer, you are responsible for arranging the return shipment to us. Please note that we are not liable for returns lost in transit, and we recommend using a tracked shipping service.

"Delivered" but Not Received

  • If your order is marked as “delivered” but cannot be located, please contact Customer Service within 7 business days of the delivery date. 

    Before reaching out, we recommend the following:

    1. Wait 3 business days, as carriers may mark packages as delivered before they arrive.

    2. Check with neighbors, building staff, or your local post office.

    We may require additional information to proceed with a claim or investigation with the carrier or insurance provider. If delivery is verified, we are unable to provide a replacement or refund. Orders confirmed lost or undelivered are eligible for replacement only. If your order is reshipped, it must be sent to the same address and the replacement is considered final sale.

    If you pre-sign for a signature required package, please note that you waive your right to a replacement or refund if the package is lost or does not arrive.

    We reserve the right to deny reshipments or credits based on our review.

Non-Refundable Items

The following items are final sale and non-returnable:

  • Individual samples/vials
  • Custom bundles
  • Discovery kits
  • Twisted Lily "I Smell Good" Travel Atomizer
  • Home and body products

Return Process

  1. To initiate a return, please [CLICK HERE].
  2. Once we receive your returned items, they will be promptly inspected. Based on our findings, your refund will be processed.
  3. If a refund is approved, you will receive a notification via email. Please allow 3-5 business days for the transaction to post to your account.

Important Notes

  • If a promotional code was used on a Custom Bundle or Sample Pack curated by Twisted Lily, the promotion cannot be applied.

Thank you for shopping with Twisted Lily. If you have any questions or need further assistance, please don’t hesitate to reach out to our Customer Service Team.

 

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