Customer Service Policy – Lillypulitzen

At Lillypulitzen, we’re dedicated to ensuring every interaction with our brand is as enjoyable and seamless as the resort wear we create. We understand that exceptional customer service is just as important as the quality of our dresses, activewear, swimwear, loungewear, and accessories—and we strive to support you at every step of your shopping journey. Below is a clear outline of our customer service commitments, designed to address your needs and provide peace of mind.

1. Order Processing & Confirmation

  • Order Confirmation: Immediately after placing an order on our website, you will receive an automated confirmation email at the address provided during checkout. This email includes your order number, item details, shipping address, and total amount paid. If you do not receive this email within 1 hour, please check your spam/junk folder first, then contact us at [email protected] for assistance.
  • Order Processing Time: Most orders are processed and prepared for shipment within 1-2 business days (excluding weekends and major holidays). During peak seasons (e.g., summer, holiday sales), processing time may extend to 3 business days—we will notify you via email if there are any delays.
  • Order Modifications/Cancellations: We aim to process orders quickly, so modifications (e.g., size, color, shipping address) or cancellations must be requested within 24 hours of placing your order. To make a request, please email us with your order number and desired changes. We cannot guarantee modifications or cancellations after 24 hours, as your order may already be in production or shipment.

2. Shipping & Delivery

  • Shipping Destinations: For international orders, please note that you may be responsible for customs duties, taxes, or import fees imposed by your country—these charges are not included in your order total and will be collected by the shipping carrier upon delivery.
  • Shipping Methods & Times:
  • Standard Shipping: Delivery within 3-5 business days after processing (domestic); 7-10 business days (international).
  • Expedited Shipping: Available for domestic orders (delivery within 2-3 business days) at an additional cost—select this option during checkout if needed.
  • Tracking Your Order: Once your order ships, you will receive a shipping confirmation email with a tracking number and a link to monitor your package’s progress. If your tracking information shows no updates for 3+ days, or if your package is marked as delivered but not received, please contact us immediately.

3. Returns & Exchanges

We want you to love your Lillypulitzen pieces! If an item doesn’t meet your expectations, we offer hassle-free returns and exchanges within 30 days of delivery.

  • Eligibility Requirements:
  • Items must be unused, unworn, and in their original condition (with all tags, labels, and packaging intact).
  • Swimwear must have the original hygiene liner attached—returns/exchanges for swimwear without the liner will not be accepted.
  • Final sale items (marked “Final Sale” on the product page) are non-returnable and non-exchangeable.
  • How to Initiate a Return/Exchange:
  1. Email us at [email protected] with your order number, the item(s) you wish to return/exchange, and the reason for your request.
  2. We will respond within 1 business day with a pre-paid return shipping label (for domestic orders) and step-by-step instructions. For international returns, you will be responsible for return shipping costs.
  3. Pack the item(s) securely and attach the return label, then drop it off at the designated shipping location.
  • Refund/Exchange Processing:
  • Once we receive and inspect your returned item (typically within 3-5 business days of delivery to our warehouse), we will process your refund or exchange:
  • Refunds: Issued to the original payment method within 5-7 business days (processing time may vary by bank).
  • Exchanges: We will ship your requested replacement item (if in stock) within 1-2 business days of inspecting the return. If the desired item is out of stock, we will offer a full refund instead.

4. Sizing & Fit Assistance

We understand that finding the right fit online can be challenging! To help you choose correctly:

  • Detailed size charts are available on each product page—please refer to these before ordering.
  • If you need personalized sizing advice (e.g., how a dress fits, stretch of activewear fabric), email us at [email protected] with your measurements (bust, waist, hips) and style preferences—our team will be happy to recommend the best size for you.

5. Product Defects & Quality Issues

All Lillypulitzen items undergo strict quality checks before shipment, but if you receive a defective or damaged product (e.g., torn fabric, broken hardware, incorrect item fabric, broken hardware, incorrect item), please contact us within 7 days of delivery. Include your order number, photos of the defect/damage, and a description of the issue. We will arrange for a free replacement (if in stock) or a full refund, and we will cover all return shipping costs.

6. Contacting Our Customer Service Team

Our team is here to help with any questions, concerns, or feedback—we respond to all inquiries within 1-2 business days.

  • Email: [email protected] (preferred method for detailed requests, returns, or order issues)

We value your trust in Lillypulitzen and are committed to resolving any issues promptly and fairly. Thank you for choosing our brand—we can’t wait to help you look and feel your best, wherever life takes you!