Frequently Asked Questions (FAQs)

Orders & Payment

Q: How can I check the status of my order?
A: Once your order has shipped, you will receive a shipping confirmation email with a tracking number and link. You can use this to follow your package's journey. If you haven't received this email, please check your spam folder or contact us at lilyvelez01@outlook.com.

Q: What payment methods do you accept?
A: We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover), PayPal, and Shop Pay for a fast and secure checkout.

Q: Can I modify or cancel my order after placing it?
A: We strive to process orders quickly. Please contact us immediately at lilyvelez01@outlook.com with your order number, and we will try our best to accommodate your request if your order has not yet been processed for shipment. We cannot guarantee changes or cancellations once an order is in the fulfillment process.

Q: Is my payment information secure?
A: Absolutely. We do not store your full payment card details on our servers. All payment transactions are encrypted and processed through a secure, PCI-compliant gateway.

Shipping & Delivery

Q: How long does shipping take?
A: After your order is processed (within 1-3 business days), shipping times depend on your selected method:

• Standard Shipping: 3-7 business days

• Expedited Shipping: 2 business days

• Next-Day Shipping: 1 business day

• These are estimates, not guarantees. Delays can occasionally occur with carriers.

Q: Do you offer free shipping?
A: Yes! We offer FREE Standard Ground Shipping on all orders over $75 within the continental United States. The discount is applied automatically at checkout.

Q: Do you ship internationally?
A: Currently, we ship to a limited number of international destinations. Additional charges, including customs duties and taxes, are the responsibility of the recipient and are not included in the item price or shipping cost at checkout.

Q: What if I'm not home when my package arrives?
A: Most carriers will attempt delivery and may leave a notice with instructions for pickup or redelivery. For your security, we recommend providing a shipping address where someone can receive the package.

Returns, Exchanges & Refunds

Q: What is your return policy?
A: We offer a 30-day return policy from the date of delivery for items in unworn, unwashed condition with original tags and packaging. Final sale items (e.g., clearance, underwear) cannot be returned. For full details, please see our Return Policy.

Q: How do I start a return or exchange?
A: To initiate a return or exchange, please email us first at lilyvelez01@outlook.com with your order number. We will provide you with a Return Authorization Number and instructions. Please do not ship returns back without this authorization.

Q: How long does it take to receive my refund?
A: Once we receive and inspect your return, it takes us 5-7 business days to process it. The refund will then be issued to your original payment method. Please allow an additional 5-10 business days for the refund to appear on your bank or credit card statement.

Q: Who pays for return shipping?
A: For returns due to a change of mind, the customer is responsible for return shipping costs. If you received a damaged or incorrect item, we will provide a prepaid return label.

Products & Sizing

Q: How can I find the right size?
A: We provide detailed size charts for each product. Please refer to these charts and the fit notes on the product page to select the best size for you. If you're between sizes, we often recommend sizing up.

Q: The item I want is out of stock. Will it be restocked?
A: We do our best to restock popular items! You can sign up for back-in-stock notifications on the product page if that feature is available, or follow us on social media for restock updates.

Q: How can I care for my Lily Velez garment?
A: Care instructions are listed on the product page and on the tag inside each garment. We recommend following these instructions to maintain the quality and longevity of your item.

Account & Services

Q: How do I create an account?
A: You can create an account at checkout or by visiting the "Register" link on our website. Having an account allows you to track orders, save your address, and view your order history.

Q: How do I update my email preferences or unsubscribe?
A: You can unsubscribe from our marketing emails at any time by clicking the "Unsubscribe" link at the bottom of any marketing email you receive from us.

Still Have Questions?

We're here to help! If you couldn't find the answer you were looking for, please don't hesitate to reach out to our friendly customer service team.
Email: lilyvelez01@outlook.com