Need Assistance?
We want to make your shopping experience as enjoyable and hassle-free as possible, and we hope that this page will provide you with the information you need.
If you have a question that isn’t answered here please don’t hesitate to ask – we are here to help. Email us on support@LilaElly.com or send us a message on our contact form.
Orders
We aim to have all orders shipped and with our couriers within 4-7 clear business days of order confirmation.
We ship internationally including the US, Canada, Europe, Australia, South America, Asia and Africa.
Once the order has been dispatched, an email will be sent out to the customer with the tracking information. In case you haven’t received your tracking information please contact us support@LilaElly.com quoting your order number in the subject line.
We can attempt to amend your order – but this is not guaranteed. Once an order has been passed onto our fulfillment centre we are unable to cancel it.
Please email the customer service team ASAP and title your email with “cancel” or “amend”. It is the customers responsibility to double check all information is correct before completing an order.
We are really sorry, but an order cannot be cancelled anymore once it has been shipped. The order has already been turned over to our courier partners and is on its way to you.
Payments
VISA, Mastercard, Discover, American Express, PayPal and Apple Pay.
Our pricing is based in USD (United States Dollar), EUR (Euro) and GPB (British Pound Sterling) depending on your shopping location.
Sorry, at this time, we are unable to process orders by phone.
In rare cases your order may be subject to local import duties and taxes depending on your destination address. Unfortunately we have no control over these charges and cannot advise what they may be. We are not liable for these charges, and unfortunately can not reimburse or refund these costs.
Returns
Our returns policy allows you to return products unused within 7 days after the delivery.
IMPORTANT: Damaged, worn, washed or altered items, or any clothing that has been used will not be accepted. This includes any items returned outside of the 7 days returns period.
Returns will only be accepted back as long as ALL tags have not been removed, the items are in there original condition/unworn.
Returns that are damaged, or appear worn will not be accepted and will be returned to the customer.
Goods are returned to Lila Elly at your own expense. Whilst your return parcel is in transit, it is your responsibility. We recommend that you return the parcel to us using a tracked or signed for service, to ensure we receive the parcel here safely.
Although rare, if you do receive an incorrect or faulty item, please contact support@LilaElly.com and include your order number and email address.
Once the goods are received back in the warehouse it can take up to 10 working days to appear back into your account.