If you are not satisfied with your product from Lillu Winter, because it was damaged, defective or not in line with your expectations, please contact customer service on help@lilluwinter.com who will give you information on how to return the product and provide you with a return slip as well as answer any other questions you might have.You always have 14 days to return your items, and we follow the distance selling regulations. We will refund the price of the products in full, including the cost of sending the item to you. However, you will be responsible for the cost of returning the item to us unless the product is faulty or damaged upon delivery (more info about damaged products below).

Enclose the original packaging and any brand tags when you return your products. The return slip and product are to be posted to Lillu Winter AB, Johannes Plan 1, 111 38 Stockholm, Sweden. Returned products are to be sent as letter or postal package, and not for cash-on-delivery (COD). Lillu Winter shall, if under the jurisdiction of our return policy, refund you as soon as possible, but latest within 30 days from when the product is returned to Lillu Winter. If you are replacing your product. Lillu Winter will pay for the delivery of your replacement product.

Please ensure that the product you return is unused and in the same condition as you received it. For other questions regarding returns and complaints, please contact our customer service on help@lilluwinter.com.

Right to cancel

Under the Distance Selling Regulations you can cancel your order within the first 7 working days from receiving your products. If you wish to cancel your order, please provide us with notice in writing to our customer service on help@lilluwinter.com.

If you are in possession of the products, you must retain and take care of them until they are sent back to us in their original condition to us as soon as possible at Lillu Winter AB, Johannes Plan 1, 111 38 Stockholm, Sweden.

We reserve the right to make a charge not exceeding our direct costs of recovering the products if you do not return the products. Once you have notified us that you wish to cancel the order, any sum debited to us will be refunded to you as soon as possible. Normally this takes about 10 days, but it can take up to 30 days after we have received your return.

Complaint
We try to ensure that your products arrive free from defects. However, should you receive faulty items or an incorrect delivery, please contact our customer service on help@lilluwinter.com as soon as possible and no later than 14 days after delivery. We will cover the extra cost for shipment of new product, but please inform us about the defect as well as order number for us to be able to investigate what went wrong. Your views are highly valued, therefore we ask you to contact us to give us your opinions and express your concerns.

Any complaints or issues that occur after you have received the products are handled on a case-by-case basis. Please contact us on help@lilluwinter.com describing your complaint together with your contact details and order number and we will respond as soon as we can. According to the EU Consumer Rights, you can file a complaint up to two years after your purchase.