FREQUENTLY ASKED QUESTIONS
Yes of course. Once your order has been dispatched you
will receive an email with your tracking number. You can also register to
receive shipping service updates via SMS or Facebook Messenger at the time of
completing your order.
Unfortunately, we can not cancel an order
once it has already been placed. Contact us at
firstname.lastname@example.org us with your concern and we will do
our best to work with you. This means that no further changes can be made to your order once
processed including and not limited to; removing or adding items to your order,
combining orders or cancelling your order.
We endeavour to send your order the same
business day. Orders placed after 12pm AEST will be processed the next business
day. All domestic orders are all sent with Australia Post parcel services.
Within Australia: All domestic orders are all sent with Australia Post Standard and Express Post parcel services. Delivery is typically between 2-5 business days within metropolitan NSW, or 4-9 business days elsewhere within Australia.
Outside Australia: All domestic orders are all sent with Australia Post International Express parcel services. Delivery is between 8-21 business days. Please keep in mind, due to possible customs processing delays, your order may arrive outside of the estimated time frame. Currently we only provide International Express Post services to the following countries; New Zealand, Canada, USA, United Kingdom,
China and Hong Kong.
AUSTRALIA : All orders will be sent Express Post via Australia Post services.
INTERNATIONAL : All International orders will be sent by International Express Post or Courier service.
- New Zealand = $25 if order is under A$300, or FREE if order is over A$300
- USA = $45 if order is under A$300, or FREE if order is over A$300
- Canada = $45 if order is under A$300, or FREE if order is over A$300
- United Kingdom = $45 if order is under A$300, or FREE if order is over A$300
- China = $35 if order is under A$300, or FREE if order is over A$300
- Hong Kong = $45 if order is under A$300, or FREE if order is over A$300
Import duties and taxes are not included in
the item price or shipping cost. These charges are your responsibility and may
be collected from you by the carrier. All International shipments will include
a commercial invoice declaring the full dollar value paid.
If you refuse a shipment from LILLY PILLY Collection you are responsible for both the original shipping fees and the
import and return fees that may be incurred upon delivery back to us
No, LILLY PILLY is a direct to consumer online store.
However we do have many Retail Partners across the Australia and Internationally
If you need to redeem a Gift Card or a promo code, you can redeem it online with your next order.
At checkout you have the option to add your Gift Card or Promo Code discount code to your order during the check-out process prior to completing the order final payment. Only one Promo Code discount can be redeemed per order, but a Promo Code discount code and Gift Card can be used together on a single purchase.
If you have any problems please contact our Customer Care team (email@example.com) for help
with placing your order.
Simply email firstname.lastname@example.org and we’ll do our best to look into this for you.
When you get in touch with us, please provide your order number and photographs of your item.
Please be aware that items which have been damaged as a result of normal wear and tear,
by accident, or your own misuse, will not be considered faulty. This does not affect your statutory rights.