Returns & Refunds Policy

We understand that you may need to return a purchase, and we want to make that process as simple as possible for you. If you have changed your mind about your purchase or purchased the incorrect size or item, we will be pleased to offer you a refund or exchange provided that:
1. The item(s) were not on SALE at the time of purchase (these items are non-returnable - no exceptions), is not a gift card, and is not a personalised item.
2.You return the item(s) within 30 days of your order being delivered (our returns policy is valid for 30 days from the date your order was delivered as per the shipment tracking - after this time has passed we are unable to accept returns).
3. Your item(s) must be unused, unworn, unwashed and in the same condition that you received it. We recommend that you carefully try new items on indoors, just in case you need to return them.
4. All packaging, tags and care labels must still be attached to items to be eligible for a refund. Any items returned without packaging or tags, will not be refunded. You will receive an email to advise of this, at which time we can organise to return the items to you at your own cost.
5.If you have purchased the wrong size and wish to exchange the item(s), the item(s) must be returned within 30 days of the delivered date to the below address, in the same condition it was sent to you. You will need to complete the exchange request on the Lila Co website and be sure to note the sender on the parcel. Lila Co does not cover the cost of return shipping, but will pay the shipping cost of sending the correct exchanged item back to you.
Lila Co Aus
16 Iridescent Drive
Trinity Park, Cairns
QLD 4879
Returns Process:
1. Please visit our Returns Portal, which can be found here.
2. Enter your order number (which will start with LCA) and the email address you used to order.
3. Follow the instructions and select the item(s) you wish to return.
4. Your return will be reviewed by our team and once this has happened you will receive an email confirming (or rejecting) your return. If your return is approved you will receive information on where to ship your returned item(s) to.
5. You can enter the tracking details for your return on the portal for us to keep an eye on the return. Once it arrives back to our warehouse you will receive an email confirming this.
6. Once your returned item(s) have been inspected, your refund will be processed to your original payment method. If there are any issues, we will get in contact with you. Please note: you are responsible for return shipping costs (unless the reason for return is due to a faulty/damaged product) and original shipping costs cannot be refunded.  It is recommended that you use a trackable shipping service or purchase shipping insurance. Please ensure that you keep tracking numbers until you receive a confirmation of refund. We are unable to guarantee that we will receive your returned item and we do not accept any responsibility for lost items.    

Once your return is received and inspected, we will send you an email to notify you that your refund has been processed. Or you will be notified if there are issues with the return. Your refund will be processed, and a credit will automatically be applied to your original method of payment, within 7-10 business days (dependant on your financial institution). Refunds will only be processed to your original method of payment (unless it was a gift and these will be refunded as a store credit onto a gift card and emailed). 
Late or Missing Refunds: If you have not received your refund within 10 business days of receiving your notification of refund:
1. Double check your bank account (please remember that the amount refunded will not include your original shipping costs)
2. Contact your bank or credit card company, as it may take longer before the refund is processed by them and officially posted to your account or card
3. If you have completed the above steps 1 and 2, and still have not received your refund, please email us at:  
Sale Items:
Only full priced items may be returned for a refund. It is less likely that Sale items can be returned for an exchange due to limited sizing and designs available on sale items, so please choose carefully.  
Items purchased during Sale Period:
If you wish to return an item which is part of a sale, please note you will be refunded the amount that you purchased the item(s) for during the sale. If you wish to re-purchase, the sale price(s) usually cannot be honoured once a sale has finished. Please email us at and we will see what options are available.  
Gift Orders:
If the order you received was a gift and you need to return any items, the original value of the items will be credited on a gift voucher for you to use on a future order. Please contact us prior to returning the items, so a note can be made on your order. Otherwise, the items may be refunded to the original payment method.  
Incorrect Item received:
We sincerely apologise that you received the incorrect item. If any items you receive are incorrect, please email within 5 days of receipt of order to notify us.  Please be sure to include your order number, the incorrect item received and what the correct item should be. If the item that you didn't receive is unfortunately unavailable as it has sold out, we can offer to replace it with a different item of the same value or process a refund.  
Faulty/Damaged Items:
If any items you receive are faulty or damaged, please email within 5 days of receipt of item to notify us. Please be sure to include your order number, best contact details, details of the fault/damage and if possible a photo of the fault/damage. After receiving your email, we will provide you with a return postage label so you can return the item to us. Please note due to the possibility of our products selling out, we cannot guarantee that we will have the original item/size/colour in stock. If the original item is in stock, we will post you a replacement item. However, if the product is out of stock, we will contact you to discuss whether you would prefer a different item to the same value or a full refund (including original shipping costs).  
Lila Co Aus products are made from high quality and durable materials, however they are not indestructible. We guarantee our pet wear and accessories at the time of purchase against material defects and workmanship. If you experience a problem with any of our products, please send an email to with details and a photo of the issue. Any warranty claims must be received within 30 days of purchase, otherwise we are unable to replace any items. Please ensure that you inspect all items for wear prior to use. Our warranty/guarantee does not cover normal wear and tear.  Any claims after 30 days may not be valid, as the damage may be considered normal wear and tear. We are unable to take responsibility for any injury or loss caused by the use or misuse of our products.
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