Customer Service Policy

LiliPeptides

Our customer‑service team is committed to delivering timely, clear, and professional support for all customers shopping at LiliPeptides. This policy outlines our service channels, response standards, order support, cancellation, return‑refund rules and important notes for peptide‑related inquiries.

Contact Information

For all customer‑service requests, please reach us via email:

Email: contacts@lilipeptides

To speed up processing, please provide your order number, full name, and a clear description of your question or issue when sending an email. Attach photos if you need to report damaged packaging, incorrect items or product‑related problems.

Response Time

Our support team works on business days (Monday‑Friday).

We aim to reply to all valid inquiries within 24 business hours.
Inquiries received on weekends or public holidays will be responded to on the next working day.

Order‑Related Support

Order Confirmation & Tracking

Once payment is confirmed, you will receive an order‑confirmation email. After dispatch, a shipping‑confirmation email containing tracking information will be sent to your registered mailbox. You may check your order status via the tracking link provided.

Order Cancellation

You may request order cancellation by email before your order is fulfilled and shipped.

Once the order has been processed and dispatched, cancellation is no longer available, and you will need to follow our return procedure instead.

Address Modification

If you need to update your shipping address, please email us immediately after placing your order. We cannot guarantee address changes once the parcel has been handed over to logistics carriers.

Return & Refund Terms

Return requests must be submitted via email within 30 calendar days upon delivery.
Peptide products can only be returned if items are unopened, unused and kept in original sealed packaging. Opened, reconstituted or partially‑used goods are not eligible for return for hygiene and safety reasons.
Do NOT send back goods without obtaining prior return authorization from our team. Returns sent without authorization may be rejected. Our team will provide you with clear return‑shipping instructions after reviewing your application.
For damaged parcels, missing items or wrong‑item deliveries caused by our side: please supply photos of packaging and products within 48 hours after receipt. We will arrange replacement or refund after verification.
Customer‑initiated returns: customers take responsibility for return‑shipping fees.
Once we receive and inspect returned goods, approved refunds will be processed within 3‑7 business days to your original payment channel. Please allow extra processing time for banks or payment providers to complete the transaction.

Product‑Related Consultation

Our team can provide information about product specifications, purity test descriptions, storage requirements and ordering guidance.

Important Disclaimer: LiliPeptides does not provide medical advice. We will not offer diagnosis, treatment or dosage suggestions for health‑related conditions. Please consult a qualified healthcare professional for personal wellness questions.

Feedback & Complaints

We welcome your feedback to improve our products and services. If you are unsatisfied with our service, please email us with detailed information. We will investigate and follow up as quickly as possible.