Refund policy
Return and Refund Policy
Last updated: 9 July, 2026
Thank you for shopping at LYLA. This policy explains how returns, refunds, exchanges, right of withdrawal and faulty or incorrect items are handled.
You can always contact us about returns, refunds or complaints at info@lyla.se.
14-Day Return Policy and Right of Withdrawal
If you are a consumer purchasing online, you have the right to request a return or withdraw from your purchase within 14 days from the day you receive your order.
You do not need to give a reason.
To request a return or exercise your right of withdrawal, you must clearly inform us within 14 days of receiving your order. You can do this by using our digital withdrawal function or by contacting us at info@lyla.se.
After notifying us that you want to return your item or withdraw from your purchase, you must send the item back without unnecessary delay and no later than 14 days after you informed us.
The item should be returned unused, unworn and in the same condition as received, with tags and original packaging where possible.
You may examine the item in the same way as you would in a physical store. If the item has been handled more than necessary to examine its nature, characteristics or function, we may make a deduction for any loss in value where permitted by law.
Withdrawal Function
In accordance with applicable distance selling rules, we offer a digital withdrawal function.
You can find the withdrawal function, also referred to as “Ångra köp” or “Cancel purchase”, in the footer of our website and/or on our returns policy page.
Through the withdrawal function, you can submit a request to exercise your right of withdrawal directly on our website. Once your request has been submitted, you will receive a confirmation by email.
You can also exercise your right of withdrawal by contacting us at info@lyla.se. You are not required to use the digital withdrawal function.
How to Start a Return
To start a return, contact us at info@lyla.se with:
- Your order number
- The item or items you want to return
- Whether you want to return, exchange or cancel the purchase
- Any relevant photos if the item is damaged, faulty or incorrect
We will reply with return instructions.
Please do not send items back before contacting us or using the withdrawal function. This helps us handle your return correctly and avoid delays.
Return Address
Returns are normally sent to:
LYLA
Box 29110
100 52 Stockholm
Sweden
Please contact us before sending your return so we can provide the correct instructions for your case.
Return Shipping
For ordinary returns and withdrawals, the customer is responsible for the return shipping cost.
We recommend using a trackable shipping method, as you are responsible for the return until it reaches us.
If the item is faulty, damaged, incorrect or not as described, please contact us before returning it so we can help you with the correct solution.
We do not always provide prepaid return labels. If we provide a return label for an ordinary return, the return cost may be charged to you or deducted from your refund, unless otherwise stated or required by law.
Refunds
Once we have received and inspected your return, we will notify you if the return has been approved.
Approved refunds are made to the original payment method.
If you cancel your full order under the statutory right of withdrawal, we will refund the product price and the standard delivery cost paid at checkout where required by law. Extra costs for express delivery or other non-standard delivery options may not be refunded.
For partial returns, the original delivery cost is normally not refunded.
We may wait to issue the refund until we have received the returned item or until you have provided proof that the item has been sent back.
After a refund has been issued, it may take additional time before the refund appears on your bank account, card or payment provider statement.
Damaged, Faulty or Incorrect Items
Please inspect your order when you receive it.
If an item is damaged, faulty, incorrect or not as described, contact us as soon as possible at info@lyla.se with your order number and clear photos of the issue.
We will review the case and help you with a suitable solution.
Your statutory consumer rights are not affected by this policy. For Swedish consumers, this includes the right to complain about a faulty product within the period provided by applicable consumer law.
Exchanges
If you want to exchange an item for another product, color or size, contact us at info@lyla.se.
Exchanges are subject to stock availability.
In many cases, the fastest solution is to return the item and place a new order.
Sale Items, Campaigns and Gift Cards
Your statutory consumer rights are not affected by sale items, campaigns or discounts.
Sale items and campaign items may be subject to specific campaign terms for exchanges, if clearly stated at the time of purchase.
Gift cards cannot be refunded after purchase unless required by law.
Items Sent Back Without Contacting Us
Items sent back to us without first contacting us, using the withdrawal function or following our return instructions may take longer to process.
We are not responsible for returns sent to the wrong address or returns that cannot be identified because order information is missing.
Questions
If you have any questions about returns, refunds, exchanges, withdrawal or complaints, contact us at:
info@lyla.se