Description

I placed an order with Lily Hil order #LH5729US for the Pink & White Natalia Long-Sleeved Sweatshirt with a half-length snap fastening and side slit with pockets (1st photo) on 12/4/2025 and received the product on 1/3/2026. Upon reviewing the product, I realized I received the wrong item and promptly sent an email to customer service per their website instructions (no phone number is listed). I have corresponded with the company who refuses to 1) Honor their website refund policy which states if an item was received wrong, the customer would not bear the return shipping and 2) refund the item in full. Customer Service has stated that since I received a “similar” item, I should keep the product. If I don’t want the item, I must pay to have it shipped back to China and receive a 5% refund. To date, I have corresponded with the company over 7 times asking for them to pay for the shipping back and honor their website instructions. Each email answered is the same response, except each time they up the percentage they will reimburse me. In the last email, I was informed that the item was the same as their website and sometimes things don’t look the same but if you review both photos of what was ordered and what was received, they are not alike at all. My credit card company is currently investigating the claim and will reimburse the amount of money that I am out.