Refund policy
RETURNS AND EXCHANGES
How do I return an order?
You will need the email address used when you placed the order and your order number. You can make your return through our returns portal or ask for help if you have had any issue.
If there is any issue with your return, our customer service team will be available to help you.
Once you select the items you want to return and the reason for the return, you can choose between the available resolution options.
After completing the request, you will receive by email the instructions needed to finish the process.
How do I prepare my return?
Place the products in their original box, if they had one, and then in a properly closed and protected package.
All items must be returned in perfect condition, unworn, unwashed and with their original tags.
You must include the delivery note you received, which contains your order information.
If you no longer have the original packaging, you can use any other packaging that properly protects the garments during transport.
RETURN OPTIONS
When you request a return, you can choose between the following options.
1. Size or style exchange (recommended option)
A size or style exchange is the fastest option to keep enjoying your purchase without losing the value of your order.
The first size or style exchange is free for orders placed from Spain and Portugal.
Once we receive and validate the return, we will send the new garment requested, always subject to stock availability.
If the price of the new garment is lower than the value of the returned items, the difference will be available as credit for future purchases.
Standard exchange
The parcel will be checked within approximately 5 to 7 working days. If everything is correct, we will ship the new garment.
Fast exchange
If you chose the fast exchange option, once we validate the return we will refund any price difference that may apply.
2. Gift card (+20% extra value)
Want to get back more value than with a refund?
If you choose a gift card, you will receive the full value of the returned items plus an extra 20% to use on future purchases.
Example
If you return items worth €100, you will receive a gift card worth €120.
The gift card will be issued once we validate the return and will be valid for 12 months from its issue date.
This is our preferred option and the one that offers the most value for future purchases.
3. Refund to the original payment method
If you prefer to receive the amount through the same payment method used for your purchase, you can request a refund.
Once the return has been validated:
- The return cost for your geographical area will apply.
- In addition, refunds to the original payment method are subject to a handling fee equal to 5% of the value of the returned items.
This amount partly covers the costs of handling and processing the return, checking and reconditioning the items, the reverse logistics of return shipping and sustainability initiatives aimed at minimising the environmental impact of returns.
Example
Value of returned items: €100
Handling fee: €5
Amount refunded: €95
The return cost for the order's geographical area must also be paid.
Return costs paid when generating the label are non-refundable.
If you prefer to avoid this handling fee, you can choose a gift card with an extra 20% on the value of the returned items, or a size or style exchange when available.
The return cost does not need to be paid with the same payment method as the original purchase. However, refunds will only be made to the payment method used for the original purchase.
WHAT ARE THE RETURN CONDITIONS?
You can return your order within 14 calendar days of receiving it.
Protection Plus: if you add Protection Plus to your order, you have 30 calendar days from delivery to return it, instead of 14. Christmas 2026 extension: for orders with Protection Plus placed between 19 November and 7 December 2026, you can return them until 7 January 2027 or within 30 days of delivery, whichever is later. Shipping Protection (€1.99) does not extend the return period. Only for returnable items: it does not apply to Final Sale items or to accessories that cannot be returned (see “Important”).
For a return to be accepted, the products must be:
- Unworn.
- Unwashed.
- Undamaged.
- With all their original tags.
- In a condition suitable for sale as a new product.
Final acceptance of any return is subject to a physical inspection of the items once they arrive at our warehouse.
Natural by Lila reserves the right to refuse any return that does not meet these conditions.
If there is an issue, we will contact you to explain the situation and offer you the available options.
If you want the refused items back, you will have to pay the corresponding shipping costs.
If 15 calendar days pass after our message without receiving instructions or the corresponding payment, the items may be donated to a charity.
Once the customer has chosen the type of return, that choice is final and cannot be changed later.
RETURN CHECKS
All returns go through a physical check before any exchange, gift card or refund is approved.
During this check we verify:
- That the items match the order.
- The general condition of the items.
- That they have not been worn or washed.
- That the original tags are intact.
This process can take up to 48 hours from the moment the parcel arrives at our warehouse. You must include the purchase delivery note in your return.
DEFECTIVE OR INCORRECT PRODUCTS
If you have received a defective or incorrect product, we are sorry and want to fix it as soon as possible.
You have 2 calendar days from delivery to let us know through the returns portal.
We may ask for photos to check the issue.
If we confirm the product is defective or incorrect:
- We will send a replacement at no extra cost.
- Or we will make a full refund of the amount paid.
In these cases Natural by Lila will cover all costs of the return and the new shipment.
No handling fee or return cost will apply.
We will only accept returns of defective items when they still have all their original tags.
DEADLINE TO SHIP AFTER RECEIVING THE LABEL
Once the return label has been generated, you will have a maximum of 3 working days to drop off the parcel at the indicated drop-off point.
HOW MUCH DOES A RETURN COST?
Important: returns of 3 or more garments
Returns that include three or more garments are subject to an extra charge of €1 per returned garment.
This amount is added to the return cost for the geographical area.
Examples
- 3 garments returned from mainland Spain: €9
- 4 garments returned from mainland Spain: €10
- 5 garments returned from mainland Spain: €11
Return costs by area
- Mainland Spain: €6
- Balearic Islands: €8.50
- Portugal: €8
- European Union countries: €25
- Countries outside the European Union: €40
These amounts must be paid during the return process to generate the corresponding label.
Important: in addition to the return costs above, requests for a refund to the original payment method are subject to a handling fee equal to 5% of the value of the returned items.
This amount partly covers the costs of handling and processing the return, checking and reconditioning the items, the reverse logistics of return shipping and sustainability initiatives aimed at minimising the environmental impact of returns.
For some countries inside or outside the EU, the customer may need to arrange the return shipment with a courier of their choice, at their own cost. In that case the return costs by area above do not apply.
Second and later exchanges
The first size or style exchange is free for orders placed from Spain and Portugal.
Later exchanges are subject to the return costs in force at the time of the request.
CAN I EXCHANGE FOR A DIFFERENT SIZE OR STYLE?
Yes. Size or style exchanges can be managed directly from our returns portal.
Exchanges are always subject to stock availability.
HOW DO I GET A REFUND?
Once the garments have arrived at our warehouse and been checked, we will process the corresponding refund.
The refund will be made to the same payment method used for the original purchase.
It usually takes between 10 and 20 days from the refund being issued for the amount to appear in your account, depending on your bank.
You will receive an email confirmation when the process is complete.
IMPORTANT
- For promotions that include gifts or add-ons, those items must also be returned to receive a full refund. Otherwise, the retail value of the promotional item will be deducted from the refund.
- Personalised items cannot be returned.
- We do not accept returns of accessories such as jewellery, belts, bags, hats, headbands, scarves, capes and similar items sold on the website.
- We do not accept returns of garments obtained through giveaways or social media promotions.
- You do not need a customer account to manage exchanges or returns.
- Final Sale products:
Outlet products, and garments bought with discounts of 50% or more, are considered Final Sale products.
These items cannot be returned under any circumstances, except where legally required for defective, incorrect or non-conforming products.
