FAQ & Shipping Info
Our aim at Lily & Fox is to bring you the best choice at the best price. We have warehouses around the world to make sure that you get your order as quickly as possible!
At the moment, we are experiencing delayed delivery times due to COVID-19. At the moment our orders typically take 10-14 days to arrive. If you are in Canada or Mexico please note it can take a little longer (12-26 days) because of customs! Please don't worry if your order does not show up immediately, please know that it is on its way :) We are working very closely with our shipping partners to ensure that your nails get delivered to you as quickly as possible during this very challenging time.
If you have any questions or concerns, feel free to reach out to our Customer Happiness team at help@lilyandfox.com.
How much is shipping?
Free! Yes, we ship for free to anywhere in the world!
For our customers located in the US, Canada, and Mexico we can only offer free shipping for orders placed on our US store which is lilyandfox.com.
For our customers located in Australia and the rest of the world (not US, Canada, or Mexico) we can only offer free shipping for orders placed on our Australian store: lilyandfox.com.au.
Please note that some orders shipped from our US store to Europe and the UK will incur customs charges. Please check your local government websites to determine if VAT charges will apply to your order.
When will my order arrive?
With free shipping:
United States: 10-14 days
Canada: 12-26 days
Mexico: 12-26 days
Of course we have even faster options if you prefer!
If you're still not sure, just email us. We're happy to help.
Will my orders be combined if they are placed close together?
Yes! Sometimes we will combine your orders to help get your orders to you faster!
When do Pre Sale items ship?
If you add a Pre-sale item to your order, your order will ship within 7 days in 1 package. If you have any questions about this, please get in touch with us at help@lilyandfox.com!
Can I have a tracking number?
Unfortunately, our free shipping option does not include a tracking number but we do offer a 100% satisfaction guarantee which means we will refund your money if you are not satisfied with your order for any reason!
If you would like your order to have a tracking number, please choose one of our paid shipping options on checkout. This has the added benefit of you getting your order super fast!
I received one item... where's the rest of my order?
So that items can get to you as quickly as possible, sometimes items are shipped separately so they get to you faster. You may receive one item before the next. So don't panic if you don't receive all of your items at once…they are on the way :)
Why have I not received any order confirmation details?
Most of the time this is because our customers have accidentally entered their email incorrectly. Throughout the process we send out multiple emails, including an order confirmation and a shipping notice.
If you believe you may have entered your email wrong please contact us at help@lilyandfox.com and we will fix it for you!
Where do you ship?
We ship globally!
Are the "FREE" items really free?
YES! Including shipping :)
Are your wraps vegan, non-toxic and cruelty-free?
Yup, it's true - we are 100% vegan, 10-free and cruelty free!
You can look and feel fabulous with our nail wraps, with ZERO guilt!
Because we care about being ethical.
And we care about your safety.
Click here for more information on the ingredients in our wraps.
(Spoiler alert: you won't find any of the bad stuff!)
What is your refund policy?
We offer a 100% Satisfaction Guarantee - which means we will refund your money if you are for any reason not satisfied with your order. We want to provide a risk-free shopping experience.
In the unlikely event that your order hasn't arrived after 21 days in the US (due to lost mail, etc.; or 45 days in Canada) please contact us and we will issue a full refund or resend your order.
Refunds & returns will not be processed after 90 days.
Thanks for understanding!
How do I set up a return or exchange?
Please send us an email at help@lilyandfox.com so we can get started on the return or exchange process. We’d love to hear your feedback too :)
What if my item is damaged?
If any product you receive is damaged or faulty through no fault of your own, it will be replaced or refunded at no cost to you. Please let our Customer Happiness team know within 48 hours of delivery at help@lilyandfox.com so we can get started on the return or refund process.
How do I contact you?
If you have any questions that are not on this FAQ page, please email us at help@lilyandfox.com where we will promptly get back to you :) <3
Can you help me pick a product?
Finding the right thing for you can be tricky but our personal stylists are here to help every day, 9 a.m. - 5 p.m. AWST. Email help@lilyandfox.com.
If social media is more your thing, post your pictures on Instagram or Facebook using #lilyandfoxnails, and make sure your account isn't private - we'll be with you in a flash.
Press inquiries
Please email help@lilyandfox.com. We'd love to help, and look forward to hearing from you.
