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Shipping & Returns Policy


We want you to be happy with your purchase, however if unsatisfied with your order, email us at within 14 days upon delivery to process a return.

To be eligible for a refund your returned item(s) must be:

  • Unused, in the same condition as received and must remain the original packaging.
  • Items must be returned within14 days from receipt of return authorisation approval.

If your purchase is eligible, a return would be initiated.

N.B:  All returns must be authorised by a Lily the Swan customer service representative before being shipped back.

Upon receiving a returned item(s), signs of used item(s) will not be accepted nor processed for refund.

You will be solely responsible for shipping or postal costs for returned goods unless the item(s) is damaged, defective or incorrectly received.

The returned package is your responsibility until it reaches us; therefore, we recommend that you send the package by recorded delivery which insures the value of the goods. Please keep a record of proof of postage with a tracking number if available.

If you have received an item in error, please email us at so that we can resolve the error for you as soon as possible.

Once your item(s) is received and inspected, an acknowledgment email will be sent to confirm the approval or rejection of your refund claim.

In the event that your order arrives defective in any way, please email us as soon as possible at with your order number and a photo of the item(s) condition.

Already inflated balloons are not eligible for return.

We will not accept return item(s) that have been damaged through misuse, neglect, accident or intent howsoever caused.

All transactions for purchase of intangible products, pdf downloads, resource material, and online content are final sale.


Upon approval of a claim for refund, such refund shall be processed to the original mode of payment for the order.

Payment should reflect within 5 – 10 business days.

All purchase of intangible products, pdf downloads, resource material, and online content are non-refundable.


Lily the Swan does not offer exchanges.


All orders can be cancelled within 24 hours* of placing the order.

Please send an email to with your order number.

If your order has already left our warehouse please follow our return policy above.

If you cancel your order within 24 hours, we will reimburse to you all payments received.We will make the reimbursement using the same means of payment as the initial transaction. In any event, you will not incur any fees as a result of the reimbursement.

Upon failure to cancel within 24hours but within the 14 day cooling-off period, we shall withhold reimbursement until goods are received unused and in its original packaging.

You shall be liable for all postage cost to send the package back to us.

Custom order kits are non-refundable.

* As per the requirements of the Distance Selling Regulations 2000 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a cooling-off period of 14 calendar days from the day on which you acquire, or a third party nominated by you (at the time of ordering) acquires physical possession of the goods. To exercise your right to cancel, you must inform us via email within the required 14-day timeframe.