FAQ
GENERAL.
Where are you based?
Lillys is based in The Netherlands, Amsterdam. All of our European orders are shipped from our Dutch warehouse, in case items are out of stock we do give a backorder shipping option directly from our supplier.
All outside of European orders are shipped directly from our supplier in Asia. Want to know why we do this? Check here.
I want to contact you. How can I get to you?
No worries! We are directly contactable through instagram DM @lillysamsterdam or at info@lillysamsterdam.com.
I emailed customer service, how long will it take them to respond?
For email, expect a response within 24 hours from our representatives. Our representatives are available all week.
Will you restock sold out items?
Some items are restocked every now and then. However, some of our items are very exclusive and may not be restocked after being sold out. We advise you to keep an eye on our social media pages and sign up for the newsletter to receive notifications about these restocks.
Which countries do you ship to?
We ship worldwide!
I filled in a wrongfull shipping address, or ordered the wrong item(s) and i would like to change it, what can i do?Mail us within 12hrs after placing your order so we can change it for you. After this 12hr time period your order will be processed and we are unable to make any changes or cancellations.
How do I track my order?
Once your payment is finalized and your order has been processed, you will automatically receive tracking information about your order.
Hey! I haven’t received my order yet, what shall I do?
Please just contact one of our representatitives at info@lillysamsterdam.com. They are more than happy to update you on your order and the estimated delivery date.
Do I have to pay some duties or taxes?
No, Because of agreements with foreign customs offices, you don't have to worry about VAT or duties. If there is any issue with this. Please just contact us, and we will find a solution for you.
Hey my garment has arrived damaged, what now?
Again just contact us at info@lillysamsterdam.com and we will immediately resolve your issues.
RETURNS & REFUNDS.
What are the return conditions?
Our return guarantee entitles you to return the product for any reason. You have the right to open the package and check the contents but the product must be returned unused to us within 14 days after you received it. All original packaging, price labels etc. shall be returned with the product without having been tampered with.
I want to return something. What should I do?
Returns are accepted on all items for any reason within 14 days of delivery date as long as the items are unworn, undamaged, and in original packaging. Except for earrings which can not be returned due to hygienic reasons. Want to know how to return? check our customer care page here.
How soon will I get my refund?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied by original method of payment.
Can I cancel or change my order?
In case your order hasn’t been processed yet, it is possible to change or cancel your order. However, from the moment your order has been processed it is not possible to change or cancel your order.
I have placed an order during the sale. Can I return my order?
All orders placed during sale are final and can therefore not be returned.