FREE SHIPPING on orders over $120

FAQ's

I’ve found something I adore. How can I pay?
We accept secure credit card payments, including Visa, Mastercard and American Express.
Want to pay via PayPal?? No need to create an account – just follow all of the prompts at the check out. Easy.


How long is delivery for personalised/customised items?
Personalised items take approx 5 WORKING days to dispatch and may take additional time during busy periods. All times are approximates are may be extended during peak & holiday season.


I can't find your size guide?
Please refer to the individual product page where you will see the size guide for that product.


Can you tell me when my order will be dispatched?
We are unable to give exact dates of dispatch.
Please note that the time frame given is approximate so you may find that your order is dispatched before this time or it might be dispatched a few days after. We do try to keep to the estimated times but sometimes we are extremely busy and orders may take that little extra time to be dispatched. The team will email you on the day they dispatch to let you know the order is on the way to you and provide you with your parcel tracking details.
The time frames above are estimates only. Please allow additional time during peak periods


How long is delivery for ​Non Personalised Robes?
If the robes are in our warehouse we will dispatch within 1-2 days business days.
If they are out of stock this may take up to 2 weeks, however we will notify you ASAP if this is the case. If you require the items quickly please ask as our website does not reflect our stock levels.


Why was my payment declined?
This is generally for one of two reasons:
- It’s a decision that your card holder makes due to your account balance, or;
- Due to incorrect information. Make sure that your card number, expiry date and CVC number are correct


Is my information safe?
Your information is 100% safe. See that padlock icon that appears in the address bar at the top of your screen? That means you’ve entered a safe and secure zone. We use Shopify as our ecommerce platform which comes with SSL encryption technology to protect your details at checkout.


Where do you deliver?
We send our products all over the world using an international delivery service. 
The time it takes for your order to arrive varies on your location, and how fast your local postal service is


I know how to choose a beautiful bridal robe but wrapping’s not my forte. Can you help?
We can provide a gift box and the product wrapped in tissue paper however there is an additional charge for this.


Oops. I ordered the wrong size for myself/my bridesmaids.
It happens, and we’re happy to help you choose the perfect size. Please contact us at hello@lilyloveslace.com.au so we can help you choose the perfect size.
Any customised, or printed items including robes are final and can not be returned or exchanged.


What happens if I do not like the colour printed?
Colours chosen by the buyer are final, we cannot be held responsible for the choices chosen by the buyer. These are personalised items and are non refundable. We do not replace the items if you do not like your colour combinations once printed.


Do you embroider?
We embroider our Lux Sleepwear and Pure Silk Pillowcases only. All other personalised items are printed using commercial grade heat transfer vinyl.


Where is the text printed?
Front Printing will be on the Left Breast on our Robes and just above the pocket on our Sleepwear. Our Silk Pillowcases are embroidered on the right bottom corner.


How is the date printed?
The date is printed in arial font not in the requested font.   

 
Do you refund for damaged/lost items in transit?
We’re happy to replace your damaged order with a new one perfect condition.  Email hello@lilyloveslace.com.au to organise.


I changed my mind/found another bridal robe/product I like somewhere else. Can I get a refund?
We are happy to provide a store credit for any change of mind returns.


Can I return Sale items?
All Sale Items can not be returned


I have contacted you and not had a reply,Why?
Please allow up to 2 working days for us to reply especially during busy season


What are your opening times?
Monday - Friday 8.30-3.30pm
We are closed over bank holidays and weekends. 
At Christmas we close for 2 weeks 


How can I contact you?
You may contact us through our website contact form, or by email. Please see our contact page. Please allow up to 48hours to respond


I've messaged on Facebook/Instagram and not had a reply
Facebook & Instagram is used as an advertising platform. If you require information please contact us at hello@lilyloveslace.com.au


I have a problem with my order what do I do?
Please email hello@lilyloveslace.com.au where we will do our best to help resolve the problem. We do not deal with complaints or issues via social media. Social media is only used for advertising. We shall ban any member of our social media if they are abusive, are harassing, or/and causing harm to the business. 


Collaborations
Lily Loves Lace is always looking for Models/Bloggers worldwide who can help build our business by promoting our brand. If you have a fantastic social media following and would like to help promote our brand please contact us at hello@lilyloveslace.com.au