Shipping & Return Policy

Yay! We are so excited to send your happy mail off to you. Orders ship from our warehouse Monday through Friday within 2-4 business days of purchase. We ship via USPS, UPS or SpeeDee Delivery, which then takes another 1-5 days. You will receive a shipping confirmation email with a tracking number once your order has shipped.

We also offer free in-store pick-up at our storefront in downtown Neenah. Simply choose "Pickup In Store" at check-out to waive the shipping fees. You will receive an email notification when your order is ready for pick-up. We ask that you please pickup your order within 14 days of purchase. When you get to the store, please share your order number and name with a team member and we'd be happy to grab your order for you! 

We want you to love your Lily and Sparrow items — like really, really love them. All items may be returned within 14-days of purchase for in-store credit only. Items must be unused, unworn and in brand new condition. Clearance items are final sale and may not be returned.

To process a return or exchange, simply click this link here to get started on your return. 

IN-STORE: Items may be returned within 14-days of purchase for in-store credit only. Items must be unused, unworn and in brand new condition. Clearance items are final sale and may not be returned.

We have partnered with LABL to offer premium shipping protection and a returns and exchange plan. Please scroll down to read more about these options. If you did not purchase a LABL guarantee protection plan, you may still return the item at your own cost. All shipping costs are the responsibility of the customer. Once we receive your return, we will issue your refund minus the shipping fees. 

Unfortunately, if your order was damaged in shipping, if you have not received your order and you did not opt into the LABL shipping protection plan, you will need to contact the shipping carrier to try and get a resolution with them as we are not responsible for shipments after they leave our warehouse.

 We have partnered with a shipping protection service, LABL, to help protect packages during shipping and to also provide free returns and exchanges. You can opt into both plans, one plan or opt out of both plans completely. At check-out, you will see an option to add these protection plans to your cart. We highly recommend you opt in to the Shipping Protection plan as Lily and Sparrow will not be held responsible for any damaged, lost or stolen packages if you opt out of the Shipping Protection plan. These protection plans are available at a low-cost to you, to not only provide full protection on your package in case of a lost, stolen or damaged shipment but to also offer you unlimited free returns and exchanges!

SHIPPING PROTECTION

Our Shipping Protection plan protects your packages against any damages, theft or loss. If something arrives to you in less than ideal condition or maybe your package just disappeared off the face of the earth — not to fear, you're 100% covered. You can get an instant replacement by filing your claim through our online portal here.

RETURNS & EXCHANGES

When you purchase our Returns & Exchanges plan, you can get unlimited free returns and exchanges! Not sure the colors will match your space? Or maybe the sweater you bought didn't fit like you'd hoped and would love to exchange? No problem! Add this plan to your cart to get unlimited free returns and exchanges. To return or exchange, file a claim through our online portal here and a shipping label will be provided for you to return the item, free of charge (and you can do this an unlimited amount of times, too!).