FAQ

FAQ

Got a question before you order? Here's what our customers ask us most — shipping, returns, and everything in between. Can't find your answer below? Just email us, we're happy to help.

What is your return policy?
You have 30 days from the date you receive your order to return it if you're not fully happy. Items must be unworn, unwashed, and in their original condition with tags attached.

How do I return an item?
Email us at info@lilyvincent.com to start your return — we'll send you instructions on where to send your package. Return shipping costs are the customer's responsibility, unless the item arrived faulty, damaged, or incorrect.

Can I change or cancel my order?
Contact us at info@lilyvincent.com as soon as possible. We can only guarantee changes or cancellations within 1 hour of placing your order. If your cancellation is confirmed, your refund will be processed within 7 business days.

What are your delivery costs?
Free shipping, all over Australia — no minimum spend required.

Do you ship internationally?
Right now we only ship within Australia.

How can I track my order?
As soon as your order ships, you'll get an email with a tracking number so you can follow it every step of the way.

What payment methods do you accept?
We accept We accept Visa, Mastercard, Maestro, American Express, Apple Pay, Google Pay, and Shop Pay.

How can I get in touch with you?
Phone: +61 468 147 684
Email: info@lilyvincent.com

Contact Information
Store name: Lily & Vincent
Company name: BT-Sales
Company Address: Nieuwe Trekweg 10, 8861 KD Harlingen
Company nr.: 89136497

VAT nr: NL004694246B15
Phone: +61 468 147 684
Email: info@lilyvincent.com

Monday to Friday | 09:00 – 17:00 (AEST)
Weekends | 11:00 – 16:00 (AEST)
We aim to respond to your inquiries within 24 hours.