Frequently Asked Questions

You can contact Lilliputiens customer service through our contact form.
You will receive an answer within 48 hours.

After sales service

 How do I exchange a Lilliputiens product?

If your purchase was made from one of our resellers, we invite you to contact them to assist you in this process.
If your purchase was made on our online store, we will not be able to offer an exchange. It is however possible to exercise your right of withdrawal 14 days after receipt of your order, and therefore to return the product to us which can be refunded subject to a condition allowing its resale. At any time, you can reorder for a more suitable product.

How to return a product as part of a withdrawal?
  • If you purchased this product from one of our resellers, we ask that you please contact this reseller directly who will help you with your efforts.
  • If you purchased this product on our eshop, you have 14 days from the date of receipt to notify us of your wish to return, at your expense, a product that does not suit you.

To proceed with the return, simply follow the following steps:

  1. Go to the “Order History” section of your account within 14 days of receipt,
  2. Click on “details” to access the details of the order,
  3. Select the product(s) to return,
  4. Select a return method,
  5. Validate your return by clicking on the “Return a product” button.

Two return methods are available to you:

  • Return by prepaid Colissimo label

You will receive a prepaid return label directly by email which you simply need to stick on your package before dropping it off at a post office, at a partner merchant in the "La Poste" network or in your mailbox.

This return method has the following advantages:

  • Save time: the label is sent directly to you by email upon validation of your request.
  • Cost: you benefit from preferential rates offered by Lilliputiens. Your label will only be charged €5 including tax for a return from France and €8 for a return from Belgium or Spain. regardless of the weight of the returned product (the amount will be deducted from the reimbursement of the product, once it is received).
  • Practicality: you do not need to insert a return slip in your package, all the return information is included in the label.)

  • Returning by your own means

You make your return by your own means, with the carrier of your choice which you will pay directly. If you opt for this return method, we ask you to insert the return slip in the package, available in the “Product returns” section of your account once your return request has been made (otherwise your return cannot be identified correctly upon receipt, which may result in additional processing and reimbursement time).

Please note, you must respect a period of 14 days after receipt of your package to request a return, then return it without waiting (beyond 14 days, the legal period has expired).

The refund will be made to the bank card used during payment, once the returned products have been received and verified by our warehouse.

Lilliputiens will reimburse you for all amounts paid when ordering, namely:

  • The price of the returned product(s)
  • Any shipping costs, unless you exercise your right of withdrawal on only part of the products in the order, in which case the delivery costs will not be refunded to you, these being flat rate.

A deduction of €5 for France and €8 for Belgium and Spain will be applied if you have opted for the “prepaid Colissimo return label” option.

Please note: the processing time for returns is 3 weeks upon receipt of the package in our warehouses.

Products returned incomplete or damaged (including their boxes/packaging) will not be eligible for a refund. You will be responsible for any damage occurring during return shipping. Returned products must therefore be carefully protected and packaged (in the original box or another suitable box) before being returned.

Please note, in the case of a defective product, the procedure is different and an “After-Sales Service” contact form must be completed before any other action: refer to the following section.

What should I do if my Lilliputiens product is defective upon receipt?
  • If you purchased this product from one of our resellers, we ask that you please contact the reseller directly. He will help you with the steps to follow.

In accordance with the law, our products benefit from the legal guarantee of conformity (Case of a product which does not conform to the legitimately expected use or to the description of the seller, to be exercised within two years from the issue of the good) and legal guarantee against hidden defects (Case of a product which contains a hidden defect, to be exercised within two years from the discovery of the defect).

These guarantees are the responsibility of the seller. Thus, in the event that the product was purchased in a store, the warranty is therefore to be exercised, provided that the product is still under warranty, from the seller, the store. Depending on the case, the seller may offer a replacement or refund or resolution of the sale. It is the buyer's responsibility to keep their receipts in order to operate the warranty.

  • In the case of a defective product or a quality problem following a purchase on our site, we invite you to contact us via the “  After-Sales Service  ” form to be put in contact with an advisor who will guide you through approach.

A lot of information will be requested from you in order to best identify the problem and offer you an adequate solution as quickly as possible.
Please be sure to fill out the form with the greatest care to help us provide you with a solution quickly.