*Important note: Even though the dates below have been adjusted reflecting the new delays in shipping because of COVID-19, please be advised that they can not be precise.
Q: What is a business day?
A: Business days don't count weekends or holidays.
Q: Where is my package?
A: It hasn't arrived?! This is not cool. Please contact us HERE with "help" in the subject line for immediate service. Include your order number for an even faster resolution.
Q: How long will my order take to get to me?
A: We are offering FREE express worldwide shipping to all orders and it should take no more than 5 to 14 business days.You should receive a tracking number shortly after you place an order. If you do not receive a tracking number in 24-48 business hours please check your spam mailbox first and then email us HERE with "tracking" in the subject line.
Q: How much does standard worldwide shipping cost?
A: We are offering a complementary FREE EXPRESS worldwide shipping to all orders during this time.
Q: How do I change my shipping address?
A: Email us ASAP. We strive to process and ship orders out by 1-3 business days, so please let us know if there is an error right away. Our customer service team is integrated with our shipping team so they'll let them know.
Q: Do you offer expedited shipping?
A: Yes. At checkout you will be able to view and select express rate before you purchase.
Q: My package was marked as delivered, but I have not received my package. Why?
A: Sometimes tracking information can be updated in advance and packages are marked as delivered before they actually arrive. Your package will most likely be delivered within a few days, but we recommend to check with your neighbors and/or local post office for more information in the meantime.
Q: I provided an incorrect address at checkout, can you issue a full refund?
A: Unfortunately, if you provided an incorrect/incomplete address at checkout, we will not take responsibility for the shipping costs. A new product can be shipped after reshipping costs have been paid for.
Q: My package was stolen. Can You send a replacement?
A: Unfortunately, we are not responsible for lost or stolen items. Once orders are dispatched from the shipping facility the parcel is now in the care of the postal courier. Customer is required to submit a claim directly with the courier and follow their instructions. Carriers recommend waiting 14 days before assuming a package is lost. After 14 days, please contact their customer service department.
Q: My package is in my country, but tracking hasn't updated. What is happening?
A: You must be really excited to receive liille's beauty product, but please be patient! Complementary free shipping international orders may take up to 25 business days to be delivered and express international orders may take up to 14 business days. It is often helpful to refer to your local courier's online tracking, as it may have more accurate tracking information for your order. Alternatively, we recommend directly contacting your local post/customs office. The best way to do this is by simply locating your nearest post/customs office and visiting them in person.
Q: Why is my package stuck and it's not showing updates in delivery?
A: We are super excited for you to receive your product, but please be patient! Typically, international orders do get delivered within 25 business days* for complementary free shipping and 14 business days* for express shipping, after processing. However your package may be delayed by customs, or may simply be missing a scan. If 25 or 14 full business days pass and you do not receive your order, please contact our Customer Care team HERE with your order number! Please note, we are unable to assist you further with your order until after the 25th or 14th business day.
Q: Can my parcel be redirected to a different address?
A: Once your order ships, we are unable to make any changes to the shipping address. In some countries you might be able to update your address on the local carrier website, though! If your package returns to us due to an incorrect address, it will be cancelled and refunded. We will notify you if this happens!
Q: Will my package be charged customs?
A: All international orders are subjected to customs and duty fees as defined by the country of import. Unfortunately, we are unable to provide information on whether you may or may not be charged customs/duty fees. Duties will be determined by the country of import upon arrival of your order based off product value. These fees are not included in your liille's order and/or shipping total. Liille assumes no responsibility for duties incurred.
Q: Are there any known delivery delays in my area/country?
A: For more information on delivery delays worldwide, please check with your local carrier Service. We also recommend visiting the website for your local post office for delays specific to your city! Please note, Liille is not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from and to the local carrier in your country or air and ground transportation delays.
Q: What about delivery and returns delays?
A: We do our very best to process and ship your order as quickly as possible, however once your order is transferred to and from carriers it may encounter delays during its journey to you. The same is true for orders determined to be undeliverable and returned to our HQ. Please note, Liille is not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from international carriers to the local carrier in your country or air and ground transportation delays.
Q: How do I track the delivery of my order?
A: You are so close to receiving your liille product! Once your order ships, you will receive an email with a tracking number that you can use to follow your package’s journey to you. You can also access the tracking number for your order in our website, once it becomes available. You can locate this information on our track your order page, where your full order history is accessible.
Q: What should I do if my order hasn't been delivered?
We're so exited for you to receive your order! Your order typically takes 15-25 business days when you opt for our complementary free worldwide shipping. If you opt for fast delivery it typically takes 5-14 business days. Please note that business days do not include weekends or holidays! We recommend reaching to your local post office for more information on the status of your order. If your order has exceeded typical shipping times, please email our Customer Care HERE.
**The above estimates are not guarantees of delivery times. Delaying conditions in your country, such as postal strikes and severe weather, may occur. Customs clearance can also lead to delays in delivery. The customer is responsible for any customs fees, import duties, or taxes that may be imposed by the customs department of the customer's country. For more information regarding your country's customs policies, please contact your local customs office.
Have any questions or concerns? Contact us HERE and liille's Custom advocate team will be glad to answer your question.