Refund policy

Payment Methods

We accept online payments and Cash on Delivery (COD) for domestic orders. International orders must be paid online.

Domestic Orders (UAE)

Returns
We offer a 14-day paid return policy, meaning you have 14 days from the date of receiving your order to request a return. The cost of return shipping will be paid by the customer.

To be eligible for a return:

  • The item must be in its original condition, unworn or unused, with tags attached and in its original packaging.
  • You must provide the order number, receipt or proof of purchase, and your exact shipping details (address and phone number).

To initiate a return, please contact us via email at info@lionllama.ae, WhatsApp, or Instagram DM.

International Orders

At this time, we do not accept international returns or exchanges.

  • Customers are encouraged to check our size charts carefully before placing an order.
  • If you wish to cancel an order, you have 12 hours after placing the order to do so.
  • Taxes and customs duties are not included in our invoice. Customers must accept and pay these fees upon receipt of their order.
  • Payment for international orders is accepted online only. We do not offer Cash on Delivery (COD) or bank transfers.

Damages & Issues

We take quality seriously and want you to receive your order in perfect condition. Please inspect your items upon delivery and contact us immediately if:

  • Your item is defective, damaged, or incorrect.

Reach out via info@lionllama.ae, WhatsApp, or Instagram DM, and we will work to resolve the issue promptly.

Non-Returnable Items

Certain items cannot be returned for hygiene and safety reasons, including:

  • Feeding products, teethers, socks, tights, and toothbrushes
  • Silk products (all sales are final)
  • Products with open packaging or removed tags

Additionally, we do not accept returns on sale items or gift cards. If you have concerns about a specific product, please contact us before purchasing.

Exchanges

If you need a different size or color, the best way to ensure you get what you want is to return the original item and, once the return is accepted, place a new order.

Refunds

Once we receive and inspect your return, we will notify you of approval or rejection.

  • Approved refunds will be processed within 5-10 working days via the original payment method.
  • For COD payments, customers must provide bank account details for the refund transfer.
  • Processing times may vary based on your bank or credit card provider.

For any further assistance, please contact us at info@lionllama.ae.