FAQs

 

How much does shipping cost?

All our items are shipped out separately unless you buy two or more of the same thing. 

Every item comes with a personalized tracking number that will be emailed to you once the order is fulfilled. Please allow for a couple of days to receive your tracking information via email.

If an item is listed as FREE you only have to pay for the shipping cost to your location, if you buy two or more of the item there is a discount on the shipping for the second, third... item.

If you buy a number items which are mixed between the FREE items and paid items the same above principles apply. 

What is the average shipping & delivery time?

Our items can take anywhere from 2-3 weeks to be delivered with our Free Shipping method (Tracking Included). Check Track My Order Page to get an up to date tracking status on your order. Please note that the postal service website may take up to 5 business days to accurately reflect the exact location of your items. If you haven't received a tracking number, please check your Spam folder to be sure or visit our Track My Order page and simply enter your order id and email address to check the status of your order.

What type of payments do you take?

We accept all forms of Credit Cards including MasterCard, Visa, American Express, Discover and more. We also accept Paypal and other forms of electronic payment. Your transaction is 100% safe and guaranteed. We use the highest level of encryption and have industry standard McAfee 24/7 live protection and monitoring. 

I placed an order, but never received a confirmation email.

As soon as you place an order, you will receive a receipt in your inbox. If you do not receive an email from Lilu Store within hours of placing your order and it’s not in your Spam folder, please contact our Customer Care for assistance.

Do you deliver products internationally?

Lilu Store successfully ships A LOT of apparel worldwide each day. We have many happy customers in every corner around the world!

Occasionally, we may have to cancel an order we are unable to send out due to prohibitive shipping to some areas of the world, but we always try to ensure our apparel is available to everyone.

WHY WAS I CHARGED $X.XX AND $XX.XX APPEARS IN PAYPAL OR ON MY INVOICE?

This is due to the website charging in USD. PLEASE NOTE: While the prices may display in your local currency you will be charged in USD.

I've placed an order with multiple items recently, can I combine them into one package? 

Since we have 4 different warehouses, we don't have all our products in one place, so when you order multiple items at a time, each item will be shipped separately. So you'll probably receive one item before the next. Don't panic if you don't receive all of your items at once… Rest assured, they will get to you.

What if I don't receive my order or if it comes damaged?

If for some reason you do not receive your order within 3 weeks, check the Track My Order. If for any reason your item arrives damaged, we will issue you another item free of charge! If you do not see any updates or have received a damaged item, contact us at support@lilustore.com.

I've put a wrong shipping address and/or picked a wrong size/variant! Can I change it?

If this happens to you, email us as soon as possible, we MIGHT be able to take care of it. However, we can't promise anything as all our items are usually processed immediately after you order and ship out the same day or a few days after. If your order has already entered the shipping process, we won't be able to stop it. Contact us anyway, we still care, and we'll try to make it right for you. We know how frustrating it can be to pay for something you can't use.

How secure is my personal information?

Lilu Store adheres to highest industry standards to protect your personal information.

Your credit card information and personal details are encrypted during transmission using SSL (Secure Sockets Layer technology), which is widely used on the internet for processing payments. 

Your credit card information is only used to complete the requested transaction and is not subsequently stored.