Refund policy

We want you—and your pet—to love what you ordered. If something isn’t quite right, eligible items may be returned within 30 days of delivery.

Because Lilith + Ghost is a curated, multi-brand shop and many products are fulfilled directly by our brand partners, return instructions and return destinations may vary by item.

Return Eligibility

To be eligible for a return, items must generally be:

Unused, unworn, and unwashed
Free of pet hair, odors, stains, or other signs of use
In their original condition and packaging
Returned with any original tags, accessories, or components

Proof of purchase may also be required.

Because many of our products are intended for pets, we’re unable to accept items that have been used, worn, washed, or otherwise exposed to conditions that prevent them from being resold.

Some products may also be subject to additional return restrictions based on the nature of the item or the applicable brand partner’s return requirements.

Starting a Return

To request a return, contact us at hello@lilithandghost.com within 30 days of receiving your order.

Please include your:

Order number
Item(s) you would like to return
Reason for the return

Once your request has been reviewed, we’ll provide the appropriate return instructions and, when applicable, information about a return shipping label.

Because products may be fulfilled by different brands and locations, return destinations vary by item.

Please do not send a return to the address shown on your original package unless we specifically instruct you to do so.

Returns sent without prior authorization or to the wrong location may be delayed, refused, or ineligible for a refund.

Return Shipping

Unless otherwise stated, customers are responsible for return shipping costs for eligible discretionary returns, including returns related to size, color, preference, or change of mind.

When available, we may help coordinate a return shipping label. Any applicable return shipping charge may be deducted from your refund.

If an item arrives damaged, defective, or incorrect, please contact us before returning it. We’ll review the issue and coordinate the appropriate resolution with the applicable fulfillment partner.

Depending on the circumstances, this may include a prepaid return label, replacement, refund, or another appropriate resolution.

Original shipping charges, if any, are generally non-refundable unless the return results from an order or fulfillment error.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If an item is damaged, defective, or different from what you ordered, contact us as soon as possible at hello@lilithandghost.com.

Please include your order number along with clear photos of:

The item
The issue or damage
The shipping packaging, when relevant

Please keep the item and its original packaging while the issue is being reviewed.

We’ll work with the applicable brand or fulfillment partner to determine the appropriate resolution.

Non-Returnable Items

For health, safety, hygiene, and product-quality reasons, certain items may not be eligible for return, including:

Custom or personalized products
Consumable or perishable pet products
Opened grooming, wellness, or personal-care products
Items that have been used, worn, washed, stained, altered, or damaged after delivery
Items exposed to pet hair, odors, or other signs of use
Gift cards
Clearance merchandise or items specifically marked Final Sale

Additional restrictions may apply to certain products based on the applicable brand partner’s return requirements.

If you have a question about whether a particular item is returnable, please contact us before purchasing.

Exchanges

We do not currently process direct exchanges.

If you would like a different size, color, or product, please request a return for the original eligible item.

Once the return has been approved, you may place a separate order for the replacement item you would like.

Please note that inventory is not reserved while a return is being processed.

Orders Containing Multiple Brands

Because Lilith + Ghost curates products from multiple independent brands and makers, items within the same order may need to be returned separately.

Different items may have:

Different return destinations
Separate return instructions
Different return labels
Different processing timelines

We’ll provide the appropriate instructions for each approved return.

Refunds

Once an approved return has been received, inspected, and accepted, any eligible refund will be issued to your original payment method.

Please allow up to 10 business days after the refund has been issued for your bank or credit card provider to process and post the funds to your account.

Return processing times may vary depending on the product and fulfillment partner.

If you have received confirmation that your refund was issued and more than 15 business days have passed without it appearing on your account, please contact us at hello@lilithandghost.com.