At Casa Lily, we strive to provide you with high-quality products and outstanding customer service. We want you to be completely satisfied with your purchase. However, we understand that circumstances may arise. If for any reason you are not satisfied with your order, you may return it within 14 days of receiving the item, subject to the following terms and conditions:

To initiate a Return please email orders@thecasalily.com for instructions and return address. In the subject line please include your order number, name/last name, location, whether you are requesting an exchange, store credit, or refund. Customers can find their order number in the order confirmation email.

We are happy to accept returns within 14 days of receiving your item, please keep in mind that:

The item must be purchased from the Casa Lily website.

The item is returned in its original condition and unused. It must also be in the original packaging.

No signs of wear should be shown on the sole of the foot or heel. Original shoe box must be included and in new and undamaged condition. Any returns should be placed in an outer box to protect the original shoe box. 

You are responsible for the cost of return shipping. Please use a reliable shipping method with tracking to ensure the safe return of the item.

Casa Lily is not responsible for lost returns/exchanges.

Sales items are not eligible for returns or exchanges; only regular-priced items may be refunded.

 Please Note: We will pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.), otherwise return shipping costs are the sole responsibility of the customer. 

 Inspection and Approval

Once we receive your returned item, it will be inspected to ensure it meets the return eligibility criteria. You will then be notified via email of the approval or rejection of your return. If the return is approved, we will proceed with the exchange, store credit, or refund. 

 Refund Process

Refunds are issued in the same form of payment used for the original purchase on the Casa Lily website (minus shipping/ handling, duties). If your return request is outside of the 14-day guarantee, we will be unable to issue a refund. Please allow 2-3 weeks for the refund to be processed and for the credit to appear on your statement. The time taken for the credit to appear may vary depending on your financial institution.

 Exchanges 

We accept exchanges for any item that has been requested for a return and returned within 14 days of receiving your shoes. Please note that at the moment we can only exchange items for a different color/size of the same item. Returns are accepted for eligible items only as outlined in this policy. 

 International Exclusions: 

Casa Lily does not currently accept international exchanges. In order for a refund to be  processed, a return request must be submitted to orders@thecasalily.com for instructions and return address. Once we receive your returned item, it will be inspected to ensure it meets the return eligibility criteria. You will then be notified via email of the approval or rejection of your return. If the return is approved, we will process your store credit or refund (minus shipping/ handling, duties). Returns are accepted for eligible items only as outlined in this policy. 

 Changes to the Returns Policy

Casa Lily reserves the right to modify this returns policy at any time. Any changes will be effective immediately upon the posting on our website. By making a purchase from the Casa Lily website, you acknowledge that you have read and agreed to this 14-day returns & exchanges policy.