Frequently Asked Questions (FAQs)

Welcome to Lillywood. We’re delighted to have you here. You will find answers to many common questions here. If you need more information, please don't hesitate to e-mail us at info@shoplillywood. You can also submit your questions using our simple contact form.

Orders and Payments

What forms of payment do you accept?

  • We are pleased to accepted the following forms of payment: Visa, MasterCard, American Express, Discover, PayPal, Apple Pay, Visa Checkout, Amazon Pay, PayPal Credit & gift certificates

What are back-orders & pre-orders?

  • An item can be placed on 'back-order' if the requested merchandise is not currently located at the company's distribution center. Reasons for back-orders include, but are not limited to, new product(s) that have not been received and/or product(s) that have recently sold-out and are currently being re-ordered.
  • Certain orders have the option of being placed as a 'pre-order' and will be shipped out upon immediate arrival. Estimated arrival times of these products can be found on individual product pages. 

Can I make changes or cancel my order?

  • If you want to make changes or need to cancel your order for any reason, we ask that you contact us immediately to modify any changes and prevent further complications.
  • Just log in to your account, and send us a message from there.

Shipping

How long will it take my order to ship?

  • Items that are in stock usually ship within 5 business days. Let us know in your order comments or contact us if you need faster shipment.
  • Estimated ship times are located on each product page. It is important to note that these are estimated shipping times and are subject to availability of products and/or manufacturer's availability.
  • If a product you have ordered is out of stock or on back-order, we will contact you with a shipment date and you can decide to keep the order as is, cancel the item, or cancel the entire order.
  • Occasionally, issues arise that may lead to additional production time, such as our manufacturers experiencing a backup in production. If this is the case you will be alerted as soon as we are made aware that a problem exists. 

When will I receive my order?

  • When your order ships, you will receive an email notification including a shipment tracking number.
  • This tracking number can be used to follow the location of your package(s). 
  • Items that are in stock usually ship within 5 business days and will arrive within 1 to 8 business days from the ship date, depending on the shipping option you select.

What are your shipping rates?

  • All US orders over $75 ship free. Orders under $$75 ship for a flat rate of $5.00.
  • Contact us if you need express or overnight shipping.
  • International shipping rates are calculated based on the weight and dimensions of the shipment. Your shipping cost can be estimated by clicking on ‘View Cart’ and filling out the form on the page.

Can you deliver international orders?

  • Yes! We can ship most items to over 180 countries unless otherwise noted on the product page.

Returns

Under what conditions can an item be returned?

  • Any item accepted for return or exchange must be in new, unused condition with all original packaging and/or tags attached.
  • All eligible returns and exchanges must be accompanied by a Return Authorization (RA) number issued within 7 days of the date the order was received.
  • Lillywood must receive the return within 14 days of the date you received the order.

How long after the item is received can it be returned?

  • All eligible returns and exchanges must be accompanied by a Return Authorization (RA) number issued within 7 days of the date the order was received.
  • Lillywood must receive the return within 14 days of the date you received the order

What are the possible reasons for a return request?

  • Received Wrong Product
  • Ordered Wrong Product
  • Not Satisfied with Product
  • There is a Problem with the Product

What are the possible outcomes of the return request?

  • Replacement of damaged or defective product
  • Shipment of correct product if wrong product was ordered or shipped
  • Full or partial refund of the purchase price
  • Full or partial store credit issued

Who pays the costs involved with returns and exchanges?

  • If the returned items were damaged or defective, Lillywood will replace the product at no cost to the customer and cover return shipping costs. If a refund or store credit is desired, it will include the original shipping costs of the damaged or defective items.
  • Returns or exchanges for any reason other than damage or defect must be returned at the customer's expense, unless otherwise stated. Items eligible for return may be subject to a 15% restocking fee. If a refund or store credit is issued, the cost of outbound shipping will be deducted for return items, even if they originally shipped with Free Shipping.
  • All returns must be shipped at the customer's expense, unless otherwise stated. 

What is the Customer Return Process?

You will need to take the following steps to submit a return request:

1.       Log into shoplillywood.com, then go to My Account.
2.       Click Completed to see a list of all completed orders.
3.       Find the order you wish to return, then click Return Item(s) next to View Order Details.
4.       Fill out the following items on the return request:

  • Quantity to return
  • Return reason
  • Return action optional
  • Comments optional

5.       Click Submit Return Request.
6.       All instructions regarding returns and exchanges will be provided at the time you receive a Return Authorization.

When will I receive my refund or store credit?

  • You should expect to receive your refund or store credit within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly.