Shipping & Returns Policy

Every Laili Lau piece is thoughtfully created and carefully prepared for its journey to you. Below you’ll find information about shipping, returns, and exchanges.

Order Preparation

Ready-to-ship orders are prepared within 7 business days after payment is confirmed, excluding weekends and holidays.

Made-to-order and custom pieces require additional production time. Please refer to the individual product description for the estimated timeline before placing your order.

If an unexpected delay affects your order, we will contact you by email.

Shipping & Delivery

We currently ship within the United States.

Available shipping options and costs are displayed at checkout before you complete your purchase. Delivery times depend on the destination and shipping service selected and are separate from order preparation or production time.

Delivery estimates are not guaranteed. Carrier disruptions, holidays, and customs processing may affect arrival dates.

If you need a piece by a specific date, please email hello@laililau.co before ordering so we can confirm whether your timeline is possible.

Tracking & Delivery Issues

Once your order has shipped, you will receive a shipping confirmation with tracking information.

Please check your delivery address carefully before completing your purchase. If you notice an error, contact us immediately. Address changes may not be possible once an order has shipped.

If your package is delayed, missing, or marked as delivered but has not arrived, please contact hello@laililau.co so we can help investigate with the carrier.

International Orders

For destinations outside the United States where shipping is available, customs duties, import taxes, or handling fees may apply. Any charges not collected at checkout are the recipient’s responsibility, unless otherwise required by applicable law.

Customs processing may extend delivery times.

Returns

If your piece isn’t quite right, please email hello@laililau.co promptly to request a return. Eligible items must be shipped back within 14 calendar days of delivery.

To qualify, items must be unworn, unused, unwashed, and unaltered, in their original condition, with all original tags attached. Please include the original packaging and your order confirmation or receipt.

How to Return an Item

Email hello@laililau.co with your order number and the item you would like to return.

Once your request is approved, we will provide the return address and shipping instructions. Please wait for authorization before sending your package.

Customers are responsible for return shipping costs unless the item is defective or incorrect. We recommend using a tracked shipping service and keeping your shipping receipt until your return has been processed.

Refunds

We will inspect your return upon arrival and email you to confirm whether your refund has been approved.

Approved refunds will be issued to the original payment method within 7–10 business days after approval. Your bank or payment provider may require additional time for the funds to appear in your account.

Original shipping charges are non-refundable, except when the return results from our error or where required by applicable law.

Items that do not meet the return conditions may not qualify for a refund.

Exchanges

To request a different size, color, or piece, email hello@laililau.co. Exchanges follow the same deadlines and condition requirements as returns.

Availability is limited, particularly for small-batch and one-of-a-kind pieces. We will confirm available options and any shipping costs before arranging an exchange.

If a suitable replacement is unavailable, you may return an eligible item for a refund.

Final Sale & Custom Orders

Personalized and custom-made pieces, along with items clearly marked Final Sale before purchase, are not eligible for return or exchange, except where required by applicable law.

Any return restrictions for made-to-order pieces will be stated in the product description before purchase.

Handmade & Reclaimed Materials

Variations in texture, color, and stitching are part of the character of handmade pieces. Vintage and reclaimed textiles may also show details from their previous life, which we aim to describe and photograph clearly.

These characteristics do not affect your ability to contact us about an unexpected fault or an item that differs from its description.

Damaged, Defective, or Incorrect Items

Please inspect your order upon arrival. If you receive an item that is damaged, defective, or incorrect, email hello@laililau.co as soon as possible, preferably within 7 days of delivery.

Include your order number and clear photographs of the item and packaging. Please keep the packaging while we review the issue.

We will work with you to arrange an appropriate resolution and cover necessary return shipping when the issue results from a defective or incorrect item. Final-sale exclusions do not apply to these issues.

Gift Returns

Gift returns require an order number or other proof of purchase and follow our standard return deadlines and condition requirements.

An exchange may be arranged depending on availability. Approved refunds will be issued to the original purchaser’s payment method.

International Returns

International returns must be approved before shipping and follow the same return deadlines and condition requirements.

Please contact us for return shipping and customs instructions. Customers are responsible for return shipping and associated customs or handling charges, except when an item is defective or incorrect, or where required by applicable law.

Duties and taxes paid directly to customs authorities are not refunded by Laili Lau. Please contact the relevant authority to ask about reimbursement.

Contact

For questions about shipping, sizing, or a return, please email hello@laililau.co.

This policy does not limit your rights under applicable consumer law.