FAQ
FAQ
How can I get in contact with you?
Email our customer service at info@audreyandlily.com. Send us a message and we will respond as quickly as possible.
Please note that we do not offer customer support through Instagram or Facebook. To avoid delays, please limit your inquiries to one email. Thank you.
Which payment methods are available?
You can choose from the following payment options during checkout:
• Credit Card including VISA, MasterCard, and American Express
• Apple Pay
• Google Pay
• Shop Pay
Your payment method will be charged when the order is finalized.
How long does it take to receive my order?
Typically, orders are delivered within 5 to 14 business days. For more details, please review our Shipping Policy.
When will my order be dispatched?
Most orders are shipped within 1 to 3 business days after purchase. Shipping times may vary depending on product availability.
Please note that we do not ship orders during weekends or public holidays. Visit our Shipping Policy for additional details.
Where can I find my order information?
Once your order is completed, a confirmation email will be sent to the address provided at checkout.
If you did not receive a confirmation email, please check your spam folder and add info@audreyandlily.com to your safe sender list.
You can also track your order via our Track Your Order page.
Can I change the delivery address for my parcel?
If your order has not yet been processed, it may be possible to change the shipping address.
Once the order has been processed or shipped, changes can no longer be made. Customers are responsible for ensuring that the shipping address entered at checkout is correct. Audrey & Lilly is not liable for delivery issues caused by incorrect address details.
What happens if my package is lost?
Although rare, if your package does not arrive, please contact the shipping carrier directly to resolve the issue.
Audrey & Lilly is not responsible for lost packages once they have been handed over to the carrier. We recommend keeping your shipping confirmation and tracking details for reference.
Will my delivery charges be refunded if I make a return?
Shipping fees, duties, and taxes are non-refundable. Please refer to our Shipping Policy for more information.
What if I am unsure about sizing?
We want to help you find the right fit. Please refer to our size guide for general sizing information.
If you have questions about a specific item, feel free to email our customer service before placing your order.
Why was my order canceled?
If your order was canceled, please contact customer service so we can assist you further.
How can I cancel my order if I change my mind?
As we operate with a fully automated fulfillment system, orders are processed immediately after placement.
Cancellations are only possible within the cancellation window outlined in our Return and Refund Policy. Once processing begins, orders cannot be stopped.
What if I ordered the wrong item or size?
Once your order has been shipped, changes cannot be made.
Please contact customer service as soon as possible after placing your order to check whether adjustments can be made before dispatch.
How can I check the status of my order?
A tracking number will be sent to your email once your package has been processed.
You can track your order by entering your tracking number, order number, email, or phone number on our Track Your Order page.
How do I return an item?
For full details on returns and refunds, please visit our Return Policy page.