FAQs

1. What payment methods do you accept?

We accept a wide range of payment methods including Visa, Mastercard, American Express, Discover, Diners Club, Apple Pay, Google Pay, PayPay, Bancontact, iDEAL, Klarna, Maestro, and UnionPay. You can choose your preferred option at checkout.

2. Is it safe to make a payment on your website?

Yes. All transactions are securely processed using encrypted payment gateways. We do not store your full payment details, and your data is protected according to our Privacy Policy.

3. Can I pay in instalments using Klarna?

Absolutely! If Klarna is available in your region, you can choose flexible payment options like "Pay Later" or "Pay in Instalments" during checkout. Klarna will guide you through the approval and payment schedule process.

4. Why was my payment declined?

Payments can be declined due to various reasons such as incorrect card details, insufficient funds, or issues flagged by your bank. If your payment fails, please double-check your details or try a different method. You may also contact your bank or our support team at info@lillyshops.com for help.

5. What is your return policy and how long do I have to return an item?

We offer a 30-day return policy from the date you receive your order. To be eligible for a return, your item must be unworn, unused, in its original packaging, and include the original receipt or proof of purchase. Please contact us at info@lillyshops.com before sending anything back to obtain a return authorisation number.

6. Who pays for return shipping?

If the item is faulty or damaged, we will cover the return shipping cost. For returns due to change of mind (customer remorse), the customer is responsible for the return shipping. In both cases, please email us first to start the return process and receive instructions and the correct return address.

7. How and when will I receive my refund?

Once we receive and inspect your returned item, we’ll notify you via email about the status of your refund. If approved, the refund will be processed to your original payment method within 3–10 business days. If you haven’t received your refund after this time, please check with your bank or card provider, then contact us at info@lillyshops.com if needed.

8. When will my order ship and how long does delivery take?

Orders are typically processed within 0–1 business days (Monday to Friday). After processing:

  • Next Day Delivery (if ordered before 2 PM GMT): 1 business day

  • Express Tracked Shipping: 1–2 business days

  • Free Standard Shipping: 2–5 business days
    Please note: Orders placed after 2 PM GMT are processed the next business day, and public holidays may delay processing and delivery.

9. Will I receive a tracking number for my order?

Yes! We provide tracking for every order. Once your item ships, you'll receive a tracking number via email. If you need help tracking your order, feel free to contact us at info@lillyshops.com.

10. Can I cancel or change my order after placing it?

You may cancel your order within 24 hours of placing it, as long as it hasn’t shipped yet. Simply email info@lillyshops.com with the subject line “CANCEL”. If your item has already shipped, it cannot be cancelled—but you may still initiate a return after receiving it.