Customer Care and Assistance

 

EXCHANGE OR RETURN 

 

At LILYA, we check all items and ensure they are in perfect condition before sending and each garment is packaged carefully.

It is possible to return any purchased item for refund or exchange within 7 days from the date of when the item has been received.  Please note we do refund 95% of the amount paid to cover the double up, in credit card transaction fees… When exchanging100% of the amount paid is offered.

There is however no exchange or refund on sale items.

Please contact us immediately if you intend to exchange or return your item within 7 days of the date of delivery either via email at info@lilya.com or phone on 0414 491 793

We will then issue you with a Returns Authority Number. We will not accept any returns without a Return Authority Number (RA Number). Unfortunately we cannot exchange or refund if we are notified after the 7-day period. 

Items must be in original condition, must not have been worn, altered or washed and all swing tags must remain in place.

When returning Goods: Please enclose

a) RA Number with note of reason

b) Your receipt

c) Your contact details, including email address and phone number

d)****** a self addressed Express post pack to send your new item back in, your new item wont be sent without this.

e) Return to:

LILYA, 26 waves crescent Mount Coolum QLD 4573

Once we have received the item back we will try to replace for you ASAP, you will be notified via email once your item has been sent. If we can’t replace the item we will call and discuss the outcome.

 

SHIPPING

 

Shipping within Australia is via Australia Express post satchels; this however is not covered by insurance and is not guaranteed the next day delivery. If you require your item to be insured please email info@lilya.com and we can make alternative arrangements. 

Orders received on weekends and public holidays will be processed the following working business day. 

It is your responsibility to enter the correct delivery details when purchasing from us. If you have entered an incorrect address, we are not obliged to resend orders to the correct address.

International shipping is via registered airmail, this is approximately 7-21 days delivery (usually 7-10 working days), we charge a flat rate of $20.00 AUD. Please note some countries may have taxes or import duty on items entering the country. We do not take responsibility for these charges and cannot estimate how much they might be. 

 

PAYMENT OPTIONS

At LILYA we use Paypal for online credit card sales, but if you don’t have a credit card or a PayPal account and wish to purchase, please contact us to arrange a direct deposit payment , Bank transfer or manual credit card transaction and as soon as the money is received, we will ship the goods.

 

LILYA SIZES

LILYA size           XS      S        M        L

Approx AUS size    6-7   7-9   9-11  11-14 

Approx US size       2      4      6      8

Approx UK size      6-7   7-9   9-11  11-14

Approx Japan size   5       7      9     11

Approx EUR size     32     34     36    38

Approx FR size       34     36     38    40

 

 

Please email us with any enquiries regarding sizes of items sold online, we will do our best to assist with getting you the correct size. LILYA is generally and easy fit label, as it has a more casual relaxed feel. Below I have listed the sizes I believe relate. Please note some items may be O/S which means one size only.

 

 

CONTACT DETAILS

 

If you wish to contact us, please do so on info@lilya.com or phone Sullivan on 0414 491 793 or Lisa on 0412 215 280