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Shopping FAQ

Order issues & Payment

Q1:How do I order?

A:About how to order, you can check here.

Q2: How to find my order number ?

A:You can log in the website and check it in your account or check if there's any order confirmation email in your email inbox.

Or you can provide the register email  to our CS team and see if we can locate an order number in our system.

Q3: What is "Awaiting Payment" order ?

A:"Awaiting Payment"/" Unpaid" means the payment didn't go through.CS team have no access to void or do any changes for the unpaid order currently.

If you wan to cancel , you can just disregard it, we won't charge or process the order.We would suggest you to place a new order instead directly.

Q4:Do you charge me first or I can pay it after I received the package ?

A:We only start to prepare your order once we received the payment.

Q5: How do I modify the qty and the size/ color in my cart?

A:We would suggest you to click the number option under "Qty" or size /color on your right side in the shopping cart.

Or click "remove" option next to the item pic on your right side and remove the unwanted item(s).

Q6:Can I still add items if I placed and paid the order?

A:We cannot add more items in the order due to payment was completed.

Q7:Do you support Credit / Debit card ?

A:We do accept Credit / Debit card.

You can choose pay by Credit / Debit Card or PayPal when you're choosing "Payment method" after confirming your shipping address and shipping method.

Credit / Debit Card option will show up automatically as the first payment method at the left bottom of web-page .

Q8: Why I can not pay ? What is shows "error" when I checkout ?

A: If you are using Paypal as a guest to pay, please double check if you have entered the correct shipping or billing address. Paypal will force you to return to checkout page and notify you error if you entered the incorrect information, such as wrong zip code.

B: If you are using Credit Card/Debit Card to pay, please double check if you have entered the correct card number.It will force you to return to checkout page and notify you error or use another card if you entered the incorrect card number.

Also,to lower the risk of someone stealing your card information, Some of the debit/credit card companies now does not allow to pay if your billing address and shipping address are different.

Delivery

Q1:Do you offer free shipping?

A:We currently offer free shipping on orders over US$109 after discount (Except final sale items & pre-sale items)

Q2:How much it cost to ship to my place?

A:The shipping fees depend on the weight, distance and especially the shipping service you choose.

Please put the items to your cart and go to the next step to check out.Before you paid , you will see how much shipping fees you will pay for the order.

Q3: Can the order be shipped in one package?

A:Items are prepared by different suppliers or designers at our website, it might ship separately.

Q4:What is your shipping time?

A:Please note the total time = processing time + shipping time (this does not include any customs delays, weekends, holiday periods and any unforeseen circumstances.)  

You can click here to check more shipping policy

The shipping time might be longer than usually because of the limited transportation during corona-virus.

Q5:Which countries can you send to?

A:You can add one item to cart and then try to checkout (not paid ) and then choose the country . If it can be chosen , that is to say it can ship to the country you choose.

Q6:What is your shipping carrier ?

A: We have a lot of shipping carriers according to different countries.

But mostly we ship by post and will be delivered by local post office .

For example , USPS(United States Postal Service) in US, Royal mail in UK ,etc.

Q7:How about the tax ?

A:Upon arrival to the destination country, international orders may be subject to duties and taxes billed by the destination country customs department. The recipient must bear any additional charges for customs clearance; we have no control over such charges and cannot predict what they may be.

Q8:I have an item missing, but I tracked it and it said delivered. I have already received others in the same package, what should I do ?

A:It might be hidden in the small corner in the plastic package, please double checked it first. Or it ships separately. You can contact our CS team to confirm it .

Q9:Can I track the delivery of my order?

A:For tracking order,you can click tracking order to enter valid information to submit request .

Q10:Can I have my parcel redirected to a different address?

A: Address only can be changed before shipping out. Once order was shipped , address cannot be changed .

Q11: Where does it ship from ?

A:China.

Return & Refund

Q1;What is your Returns Policy?

We accept return on products,except for Final sale items, Swimwear &Underwear. Customers have the right to request a return within 15 days after receiving the product.

A:For more information, pls click here to check our return policy.

Q2:How to return ?

A:How to Make Your Return:

Step1: Click the "Tracking Order" feature at the bottom menu of our home page.

Step2: Enter your Email Address and Order Number.

Step3: There is a "Return" button in the specific order.

You need to click it to submit the return request and you will get authorization from us by email with a label with our return address.  

For more information, pls click here to check our return polic.
Q3: Should I pay for the return shipping fee?
A:Yes, you need to pay for it. You’d better check our size information and confirm the order information before placing the order.

Q4: Can I return to the address on the received package?
A:No, the address on the package is the overseas transshipment warehouse of the logistics party. You need to return the items to our warehouse, and you will get authorization from us by email with our return address after you submit your return request.

Q5:Can products be exchanged ?
A:Yes, for products that are not shipped or out of stock, you can first click here to contact our customer service, and then we will exchange it for you once we receive your information .

For products already shipped, you cannot exchange or return before you receive them

Q6:Can I return an item for an exchange instead of a refund?’

A: Sorry , we do not offer return for exchange temporarily.

Q7: My refund is incorrect, what should I do?

A:Pls make sure that whether you get discount or not .If you get discount when you placed order , the actual price of each item was changed after discount.

Q8: Do you refund delivery charges if I return something?

A:No, customers are responsible for return shipping fee . Once we receive your returned items , the refund of actual purchased price of items will be issued to your original payment method in one week.

Delivery Product information

Q1:How to choose size?

A:Sizes of different items differ. There's size chart on each product page. You just need to refer to the detailed measurements to get a recommended size.

Q2:Is the quality good ?

A:All the products are carefully selected by our website editor,and all our products will be quality checked before being shipped from the warehouse.

Q3: Why your product only show one side ?

A:If you want more pictures, you can contact our customer service team at service@lilicloth.com /Live Chat.

Q4:Do you carry petite sizes?

A:We would suggest you to click different category , and choose size/price/color/style,etc on your left side.

Q5:Is it true to size ? How does your size run ?

A:Size measurements are hand measured by our supplier or designer, and sizes of different items differ.

There's size chart on each product page.You just need to refer to the detailed measurements to get a recommended size.

Q6:Why do you have "PLUS SIZE" on the item title. Do it mean all PLUS size ?

A:The plus size means that the size of the clothes is larger than the regular. You only need to refer to the detailed size to get a recommended size.
Promos

Q1: Can I use 2 codes in one order ?

A:Each order can only apply 1 coupon code,but it can be applied with other discount activities,like free gift.

Q2: How to use my code ?

There is an area "Enter or select coupon code" at the shopping bag confirming web-page on your right side above "Proceed to checkout"

You can select the code that system recommend or enter your other exclusive code and then click "APPLY" to apply discount.

Otherwise the system will deduct the discount on the order automatically.

Q3: How can I get a discount code?

A: You can subscribe to our website  to get a 15% discount.

Q4:How to identify "Final sale item"?

A:You will see a red notification "Final sale" right in front of item title on the item web page if it's Final sale item.

Or you can see a red notification "Final sale" under item's picture or title before you get into item web-page.
Technical

Q1:How to choose my own language ?

A:Our website uses English as the default language option.

You can click language option and switch to other language on our Home-page (top left corner on the home page).

Q2:How to choose my own currency ?

A:Our website uses USD as the default currency option.

You can click currency option next to the“Language”(Top left corner of the web-page )and switch to the currency that we currently support.

Q3:Why I added the items to the cart and it always lost?

A:We would suggest you to register an account before placing an order.

Otherwise the shopping cart won't be able to remember your items or lost some of the items if you trying to order without registration.

Q4:How do I write a review ?

A:Roll down the item web page under "recent review" and you will see the buyers reviews for the product. There will be a "Write a review" button on your right side of the web-page.

Q5:How do I subscribe your site ?

A:You can go to the right bottom of the homepage and input your email and you will receive daily email for our site.

06:Is it possible to customize clothes ?

A:We don't provide custom-made service at this time.

Q7:How do I create an account?

A: Click here and then enter valid information as below to create an account :

Q8:How can I make changes to the details on my account?

A:After logging in, click into the personal account to modify, only these two (address and change password ) can be modified. The registered account cannot be changed.

Q9: I've forgotten my password, how do I reset it?

A:You can click here and then click Forgot Password to enter valid information to reset it.

Technical Contact information

Q1: What is your phone number?

A:Currently we only provide email service and live chat service. But we will offer phone service in the near future. If you have any question, feel free to email us at service@lilicloth.com and we will reply ASAP. Or you can just talk with us through our live chat  window.