Refund & Return Policy
At Margot Lily Montreal, we want you to be satisfied with your purchase. If an item isn't right for you, you may request a return within 30 days of receiving your order.
To start a return, please contact our customer care team at info@margotlily-montreal.com and include your order number in your message.
Once your return request has been reviewed and approved, we will provide you with the appropriate return address along with instructions on how to send your parcel back.
Please do not return any products before receiving return instructions from us. Items sent back without prior approval may not be accepted or processed.
For returns due to a change of mind, incorrect size selection, or an exchange request, customers are responsible for the applicable return shipping and customs costs.
Return Eligibility
To qualify for a return, your item must be returned in its original condition.
Products must be unworn, unused, unwashed, and unaltered, with all original tags, liners, packaging, and accessories still attached or included where applicable.
Items that show signs of wear, washing, use, damage, alteration, or missing components may not be eligible for a refund.
Return Shipping
All approved returns must be shipped to our designated international returns facility in Asia.
Customers are responsible for:
- Return shipping costs
- Selecting a shipping carrier that supports international customs clearance
- Using a shipping service that provides valid tracking information
- Any applicable customs duties, taxes, or handling charges
- Providing complete and accurate customs documentation
We strongly recommend keeping your shipping receipt and tracking information until your return has been successfully received and processed.
Margot Lily Montreal is not responsible for return parcels that are lost, delayed, refused, or rejected due to customs issues, unpaid charges, incorrect documentation, or an unsuitable shipping method.
Please do not send returns to our registered company address in the United Kingdom. The correct return address and instructions will be provided by our customer care team after your return request has been approved.
Restocking Fee
A 15% restocking fee applies to approved returns. This fee helps cover the costs associated with receiving, inspecting, processing, and handling returned merchandise.
The 15% restocking fee may also apply to:
- Unopened packages returned to us
- Refused deliveries
- Unclaimed parcels that are automatically returned to our facility
Exceptions to the Restocking Fee
The restocking fee may be waived when an item is confirmed to have arrived damaged, defective, or incorrect.
These situations are reviewed individually by our customer care team. We may ask you to provide photographs or other relevant information so we can properly assess the issue.
Order Cancellations
Orders may be cancelled within 15 minutes of being placed.
To request a cancellation, contact us as soon as possible at info@margotlily-montreal.com and include your order number.
After the 15-minute cancellation period, your order may already have entered our processing or fulfilment system. We will still do our best to accommodate your request, but cancellation can no longer be guaranteed once processing has begun.
If your order has already been delivered, you may request a return in accordance with this Refund & Return Policy.
Damaged, Defective or Incorrect Items
Please inspect your order as soon as possible after delivery.
If your product arrives damaged or defective, or you receive an incorrect item, please contact us promptly at info@margotlily-montreal.com.
Include your order number, a description of the issue, and clear photographs where applicable. Our customer care team will review the situation and provide you with the appropriate solution.
Exchanges
If you would like a different size, colour, or product, we recommend contacting our customer care team to begin the return process.
The quickest way to obtain another item is generally to return the original product in accordance with this policy and place a separate order for your preferred replacement once your return has been approved.
This also helps avoid your preferred size, colour, or product becoming unavailable while your return is in transit.
Refunds
Once your returned parcel reaches our returns facility, we aim to inspect and process it within 2–4 business days.
After your return has been inspected and approved, your refund will be issued to the original payment method used when placing the order.
Once we have processed your refund, it will generally take approximately 3–5 business days for the funds to appear in your account. Processing times can vary depending on your bank, credit card provider, or payment processor.
Please remember that your financial institution may require additional processing time that is outside of our control.
If more than 15 business days have passed since we confirmed approval of your refund and you still have not received it, please contact us at info@margotlily-montreal.com.
Contact Information
If you have questions regarding a return, refund, cancellation, exchange, or an existing order, please contact our customer care team.
Email: info@margotlily-montreal.com
Phone: +1 438 256 2409
Customer Service Hours:
Monday to Friday: 9:00 AM – 6:00 PM ET
Saturday & Sunday: Closed
Business Information
Store Name: Margot Lily Montreal
Legal Company Name: Turker Group Ltd
Company Number: 17409711
Registered Company Address:
Turker Group Ltd
71-75 Shelton Street
Covent Garden
London
WC2H 9JQ
United Kingdom
Margot Lily Montreal is operated by Turker Group Ltd, which is the legal entity responsible for the operation of the store.