Returns and Exchanges Policy

At LilyBear Charms, every piece is carefully inspected, documented, and securely packed before it is handed over to the courier. Because our jewelry is designed for babies and children, we strictly follow hygiene and safety standards to ensure that every item you receive is brand new and safe for use.

We kindly ask that you review this policy carefully before placing your order.

Before You Purchase

To avoid delays or concerns, please ensure that you:

  • Carefully review all product descriptions and materials
  • Check measurements and age category guides
  • Confirm the correct item, size, and quantity before checkout
  • Double-check your shipping name, address, and contact details

If you are unsure about sizing or product details, please contact us before placing your order. We are happy to assist.

By completing your purchase, you acknowledge that you have read, understood, and agreed to our Shipping Policy and Returns & Exchanges Policy.

All Sales Are Final

Due to hygiene and safety considerations, all items are final sale.

We do not accept returns or exchanges for:

  • Change of mind
  • Incorrect size selected
  • Incorrect item chosen at checkout
  • Gift returns
  • Personalized or customized pieces

Children’s jewelry is considered a hygiene-sensitive product and cannot be restocked or resold once shipped.

Damaged, Incorrect, or Defective Items

All orders are inspected and documented prior to shipment. However, if you receive:

  • The wrong item,
  • An item that arrived damaged, or
  • A verified manufacturing defect,

You must notify us within 48 hours from confirmed delivery.

Requests submitted beyond 48 hours from the courier’s marked delivery time will not be accommodated.

 

Mandatory Unboxing Video Requirement

To qualify for review and possible replacement, you must provide:

  • A clear, continuous unboxing video
  • The video must begin before opening the sealed outer packaging
  • The shipping waybill must be visible
  • The parcel must be shown unopened prior to unsealing
  • The item and any visible issue must be clearly shown in the same video
  • No cuts, pauses, edits, or camera interruptions

Claims submitted without a complete unboxing video will not be processed.

This requirement protects both our customers and our small business from fraudulent claims.

Required Documentation

Please email the following to: hello@lilybearcharms.com

Include:

  • Order number
  • Clear photos of the item
  • Clear photos of the outer and inner packaging
  • A brief written explanation of the concern

All submissions are subject to review and approval.

Condition Requirements

To be eligible for replacement approval:

  • The item must be unworn and unused
  • The item must be in its original packaging
  • There must be no signs of wear, scratches, damage, or tampering
  • All documentation must be submitted within the 48-hour reporting window

Items that show signs of use or are returned without original packaging will automatically be declined.

Shipping-Related Concerns

Once your parcel has been handed over to the courier, delivery timelines are outside of our control.

LilyBear Charms is not responsible for:

  • Courier delays
  • Failed delivery attempts
  • Incorrect or incomplete shipping details provided at checkout
  • Parcels marked as delivered by the courier

If a parcel is returned to us due to incorrect address details, reshipping fees will be shouldered by the customer.

If your parcel arrives visibly damaged, please document the condition immediately before opening and record the full unboxing process.

Order Modifications & Cancellations

Orders cannot be modified or canceled once:

  • Payment has been confirmed
  • Order processing has begun
  • The parcel has been shipped

Please review your order carefully before completing your purchase.

Product Safety Disclaimer

For safety purposes:

  • Jewelry must always be worn under adult supervision
  • Remove before sleep
  • Remove during bath time
  • Remove during active play

LilyBear Charms shall not be liable for misuse, improper handling, failure to follow safety guidance, or supervision-related incidents.

Contact Us

For concerns, please email: hello@lilybearcharms.com

Response time: 24–48 business hours (excluding weekends and holidays).

We sincerely appreciate your trust in LilyBear Charms and your support of our small business.