FAQ
How can I track my order?
Once your order ships, you'll get a confirmation email with a tracking link. Got your tracking number ready? Use the link in that email, or head straight to our order tracking page, to follow your parcel from dispatch to your door.
Do you provide size information?
Yes. Every product page has its own detailed size chart. Not quite sure which size to go for? Reach out anytime, we're glad to help you find the right fit.
What is your return policy?
We offer a 30-day return window, so you've got 30 days from receiving your item to request a return.
For change-of-mind returns, return shipping is covered by the customer and a 15% restocking fee may apply, which covers inspection, handling and restocking. If an item turns up faulty, damaged or incorrect, we cover the return cost and no restocking fee applies.
Once we've received and approved your return, please allow up to 10 business days for the refund to land back in your account.
You can read our full return policy here: Return Policy
What should I do if my order arrives damaged?
If something arrives damaged, get in touch within 30 days of delivery. Just email info@lilyandluce.com with:
- Your order number
- Clear photos of the damage
- A quick description of what's wrong
We'll sort it out for you as fast as we can. Thanks for being part of the Lily & Luce community, your happiness genuinely matters to us.
Do you ship across the United States?
Yes. We currently deliver to all 50 states, with parcels sent by USPS or UPS.
Estimated delivery:
Processing time: 1–2 working days (Monday–Friday)
Shipping time: 4–8 working days (Monday–Friday)
Total delivery time: roughly 5–10 working days from the day you order.
You'll find more in our shipping policy.
What payment methods do you accept?
We accept Visa, Mastercard, American Express and Discover, along with Apple Pay, Google Pay and Shop Pay.
Where do I enter my discount code?
You can add your discount code at checkout. On the checkout page, find the "Discount Code" box, type your code in, and hit "Apply", your total will update to reflect it. Any trouble, just let us know.
How can I cancel my order?
You can cancel within 30 minutes of placing your order. After that it's already in processing and can't be cancelled. You're still welcome to return the item once it arrives, following our return process.
Can I exchange an item for a different size or color?
Yes. The fastest way is to return your original item through our standard return process and place a new order for what you need. For exchanges we cover the return shipping cost and the 15% restocking fee is waived.
Do you have any further questions?
If you didn't find your answer above, our customer service team is happy to help.
Get in touch:
👉 Contact form: lilyandluce.com/pages/contact
👉 Email: info@lilyandluce.com
👉 Tel: +1 928 589 0506
👉 Instagram: Follow us on Instagram
Our customer service responds within 12–24 hours on working days (Monday–Friday).