At QYZLENORAβ’, operated by Tilly's, Inc., we want you to feel confident when shopping with us.
If something is not quite right with your purchase, this policy explains how eligible returns, exchanges, damaged-item claims, and refunds are handled.
1. Standard Return Period
Most eligible products may be returned within 30 days after delivery.
To qualify for a return, the merchandise should generally be:
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Unused, unworn, and in the same condition in which it was received
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Returned with original packaging, accessories, and tags where applicable
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Accompanied by valid proof of purchase, such as an order confirmation or receipt
Products showing signs of use, damage caused after delivery, missing components, or incomplete packaging may not qualify for a full refund.
2. Requesting a Return
Before sending any product back, please contact our customer service team:
When submitting your request, please provide:
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Your order number
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The name or email used for the purchase
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The item you wish to return
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A brief reason for the return
Photos may also be requested when the return involves damage, defects, or an incorrect item.
Once your request has been reviewed and approved, our team will provide the applicable return instructions.
Please do not send merchandise back without prior authorization.
Unauthorized returns may not be identifiable or processed correctly.
3. Damaged, Defective, or Incorrect Products
We recommend inspecting your order shortly after delivery.
If your package arrives with an item that is:
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Damaged in transit
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Defective
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Missing components
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Different from what you ordered
please contact us as soon as possible at service@qyzlena.com.
Include your order number and clear photos of the item and packaging where relevant.
After reviewing the issue, we may offer an appropriate solution such as:
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A replacement
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A refund
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Another suitable resolution based on the circumstances
4. Products That May Not Be Returnable
Certain categories may be excluded from returns for hygiene, safety, customization, or other practical reasons.
Non-returnable merchandise may include:
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Perishable or consumable products
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Personalized or custom-made items
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Gift cards
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Products marked as final sale
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Certain promotional or clearance merchandise
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Items that cannot be resold for hygiene or safety reasons
If you are unsure whether a specific product can be returned, contact us before sending it back.
5. Exchanges
For the quickest replacement process, exchanges may be handled by completing a return and placing a separate new order.
The usual process is:
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Contact us to request a return for the original item.
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Follow the return instructions provided by our support team.
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Place a new order for the preferred item, size, style, or variation.
This method helps avoid delays caused by stock changes while a return is in transit.
6. European Union Right of Withdrawal
Customers receiving qualifying orders within the European Union may have a statutory right to cancel certain distance purchases within 14 days, subject to applicable consumer protection laws and legal exceptions.
Where this right applies, eligible merchandise should generally be returned:
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In substantially original condition
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With relevant packaging and accessories
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With proof of purchase
Certain products may be excluded from statutory withdrawal rights, including customized, perishable, sealed hygiene-sensitive, or other legally exempt goods.
This statutory right may apply independently of our standard commercial return period.
7. Refund Review & Processing
After an authorized return reaches the designated return location, it may be inspected before a refund is approved.
We will notify you when the return review has been completed.
If approved:
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The refund will normally be issued to the original payment method
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Processing may take up to 10 business days after approval
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Your bank, card issuer, or payment provider may require additional time before the credit appears on your account
Shipping charges or other fees may be non-refundable where permitted and where clearly disclosed.
If more than 15 business days have passed after we confirmed that your refund was approved and you still have not received it, please contact:
8. Return Shipping
Return shipping arrangements may depend on the reason for the return.
For damaged, defective, or incorrectly supplied items, return shipping instructions will be provided after the claim is reviewed.
For other eligible returns, customers may be responsible for return shipping costs unless otherwise stated by our support team or required by applicable law.
Do not ship a return to an address found on a package, invoice, website listing, or third-party source unless that address has been specifically confirmed by our customer service team.
9. Where to Send Your Return
To ensure your return reaches the correct processing location, please contact us before mailing anything back.
Return instructions and the appropriate return address will be supplied after your request is authorized.
Customer Service:
service@qyzlena.com
Returns sent to an unapproved location may experience delays or may not be processed successfully.
10. Additional Return Conditions
We reserve the right to review returned merchandise before issuing a refund.
A refund may be reduced or declined where:
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The item has been used beyond what is reasonably necessary to inspect it
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Parts, accessories, tags, or packaging are missing
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The product has been damaged after delivery
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The return falls outside the applicable return period
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The item is excluded from returns under this policy
Nothing in this policy is intended to limit consumer rights that cannot legally be excluded under applicable law.
Need Help With a Return?
Our support team is available to help clarify the process and determine whether your product qualifies.
QYZLENORAβ’
Operated by: Tilly's, Inc.
Customer Service: service@qyzlena.com
We aim to keep the return process clear, practical, and straightforward from the first request through final resolution.