FAQ & Shipping Info

Lily & Fox collaborates with global merchants to get you the best prices and a better shopping experience.

This means that your order is shipped from our global suppliers - usually overseas. Unfortunately our global suppliers do not provide tracking numbers but we do offer a 100% satisfaction guarantee.

Because we ship directly from our international partners, your item may take 3-5 weeks to arrive. Please do not panic if it does not show up immediately, it's on its way :)

How much is shipping?

Free! Yes, we ship for free to anywhere in the world!

When will my order arrive?

This depends on the product ordered.  Most items will arrive in about 3-5 weeks. If you're still not sure, just email us.  We're happy to help.

Can I have a tracking number?

Unfortunately our international partners do not provide tracking numbers but we do offer a 100% satisfaction guarantee which means we will refund your money if you for any reason you are not satisfied with your order.

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 in wrong.  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 and we will fix it for you.

Where do you ship?

We ship globally!

Are the "FREE" items really free?

YES! Including shipping :)

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 within 3-5 weeks (due to lost mail, etc.) please contact us and we will issue a 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 Service 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 #lilyandfoxfasion, 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.