Refund policy
RETURN AND WITHDRAWAL POLICY
Last updated: 7 September 2026
1. EU CUSTOMERS – RIGHT OF WITHDRAWAL FOR PHYSICAL PRODUCTS
If you are a consumer residing in the European Union, you have the right to withdraw from your purchase of physical products within 14 days without giving any reason.
The withdrawal period expires 14 days after the day on which you, or a third party designated by you other than the carrier, receives the goods.
If you ordered multiple goods in a single order and they are delivered separately, the withdrawal period expires 14 days after the day on which you, or a third party designated by you other than the carrier, receives the last item.
If goods are delivered in several lots or pieces, the withdrawal period expires 14 days after the day on which you, or a third party designated by you other than the carrier, receives the last lot or piece.
To exercise your right of withdrawal, you must inform us of your decision to withdraw from the contract by a clear statement, for example by letter or email:
LILLIANDREA
Andrea Kiesewetter
c/o IP-Management #11140
Ludwig-Erhard-Straße 18
20459 Hamburg
Germany
Email: hello@lilliandrea.de
Phone: +49 155 60755072
You may use the model withdrawal form provided at the end of this policy, but this is not mandatory.
To meet the withdrawal deadline, it is sufficient for you to send your notice that you are exercising your right of withdrawal before the withdrawal period has expired.
2. ELECTRONIC WITHDRAWAL FUNCTION
You can also exercise your right of withdrawal online using our electronic withdrawal function:
The electronic withdrawal function is available without requiring you to log into a customer account. After submitting your withdrawal through this function, you will receive confirmation of receipt on a durable medium, normally by email, including the content of your withdrawal declaration and the date and time on which it was received.
Using the electronic withdrawal function is optional. You may also exercise your right of withdrawal by email, letter or another clear statement.
3. EFFECTS OF WITHDRAWAL AND REFUNDS FOR PHYSICAL PRODUCTS
The following provisions apply to statutory withdrawals relating to physical products.
If you withdraw from the entire contract, we will reimburse all payments received from you, including the cost of our least expensive standard delivery option.
If you withdraw only in relation to individual products from an order containing several products, we will reimburse the purchase price of the withdrawn products. The original standard delivery costs will be reimbursed only to the extent that those costs would not also have been incurred for the products you keep.
Additional delivery costs resulting from your choice of a delivery method other than the least expensive standard delivery option offered by us will not be reimbursed.
We will make the reimbursement without undue delay and no later than 14 days after the day on which we receive your withdrawal notice.
We may withhold reimbursement until we have received the returned goods or until you provide evidence that you have sent the goods back, whichever occurs first.
We will make the reimbursement using the same payment method that you used for the original transaction unless we have expressly agreed otherwise with you. You will not incur any additional fee as a result of the reimbursement.
4. RETURNING PHYSICAL PRODUCTS AFTER WITHDRAWAL
After notifying us of your withdrawal, you must return the goods without undue delay and no later than 14 days after the day on which you informed us of your withdrawal.
Please send returned goods to:
LILLIANDREA
c/o IP-Management #11140
Ludwig-Erhard-Straße 18
20459 Hamburg
Germany
The return deadline is met if you send the goods before the 14-day return period has expired.
You bear the direct cost of returning the goods.
You may contact hello@lilliandrea.de before sending the goods and include your order number so that we can provide return instructions and assist with the processing of your return. Contacting us before sending the goods is recommended but is not a condition for exercising your statutory right of withdrawal.
Please retain proof of postage until your return and reimbursement have been completed.
You may inspect and try on the product in the same way as would reasonably be permitted in a physical shop.
You are responsible only for any reduction in value resulting from handling that goes beyond what is necessary to establish the nature, characteristics and functioning of the product.
The use of the original product packaging is recommended to help protect the product during return transport, but it is not a condition for exercising your statutory right of withdrawal.
5. CUSTOMERS IN SWITZERLAND – VOLUNTARY RETURN ARRANGEMENT
For physical products delivered to Switzerland, where no statutory right of withdrawal applies, we voluntarily offer a 14-day return arrangement.
Please notify us at hello@lilliandrea.de within 14 days after receiving the product. If several products ordered together are delivered separately, this period begins when you receive the last product.
Please include your order number where possible so that we can identify the relevant order. Providing an order number is helpful but is not a condition of this voluntary return arrangement.
The product must then be returned without undue delay and no later than 14 days after notifying us.
Returned products must be unused, unworn, undamaged and complete.
The customer bears the direct cost of returning the goods. Original delivery costs, customs duties, import taxes and handling fees are not refundable under this voluntary arrangement unless the product is defective or applicable law requires otherwise.
We will refund the purchase price of the returned product using the original payment method without undue delay and no later than 14 days after we receive the returned product.
This voluntary return arrangement does not restrict any mandatory statutory rights that may apply. Where a statutory right of withdrawal applies, the applicable statutory provisions take precedence over the conditions of this voluntary arrangement.
6. DIGITAL PRODUCTS AND RIGHT OF WITHDRAWAL
If you are a consumer residing in the European Union, you generally have the right to withdraw from a contract for digital content that is not supplied on a physical medium within 14 days after conclusion of the contract.
However, the statutory right of withdrawal expires once delivery of or access to the digital content has begun, provided that:
* you expressly consented to delivery or performance beginning before the end of the 14-day withdrawal period;
* you acknowledged that, by giving this consent, you would lose your right of withdrawal once delivery or performance begins; and
* we provided you with confirmation of the contract and your consent on a durable medium.
Once the right of withdrawal has validly expired, digital products, including downloadable wallpaper editions, guides and related digital files, cannot be returned and are not refundable merely because you changed your mind, selected the wrong edition or no longer wish to use the product.
This does not affect your statutory rights if a digital product is defective, cannot be accessed as described or does not correspond to its contractual description.
Where mandatory consumer law in the customer’s country grants additional or more extensive rights, those rights remain unaffected.
7. DAMAGED, DEFECTIVE, INCORRECT OR MISSING PRODUCTS
If a physical or digital product is damaged, defective, incomplete or incorrect, does not correspond to its description, or if an item is missing from your order, you may contact us at:
hello@lilliandrea.de
Providing your order number, a description of the issue and, where possible, photographs showing a physical product, the affected area and its packaging may help us assess the issue more quickly.
Providing an order number, photographs or any other specific form of documentation is not a condition for exercising statutory rights. Your statutory rights do not depend on notifying us within a shorter period than provided by applicable law.
If the complaint is justified, we will provide an appropriate remedy and cover any necessary return costs in accordance with applicable law.
Depending on the applicable law and circumstances, available remedies may include repair, replacement, restoration of conformity, a price reduction, termination of the contract or a refund.
This section does not limit the customer’s statutory rights relating to defective or non-conforming products.
8. EXCHANGES
We do not offer direct exchanges by post.
If you would prefer a different product, design, colour or variant, you may return the original product in accordance with this policy and place a new order for the desired product.
This does not affect your statutory rights if the original product is damaged, defective, incorrect or otherwise non-conforming.
9. MODEL WITHDRAWAL FORM
Complete and return this form only if you wish to withdraw from the contract:
To:
LILLIANDREA
Andrea Kiesewetter
c/o IP-Management #11140
Ludwig-Erhard-Straße 18
20459 Hamburg
Germany
Email: hello@lilliandrea.de
I/We () hereby give notice that I/We () withdraw from my/our () contract for the sale of the following goods () / the provision of the following digital content or service (*):
Ordered on () / received on ():
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s):
(only if this form is submitted on paper)
Date:
(*) Delete as appropriate.