HELP & FAQ
SHOULD I ORDER ONLINE?
Yes, as an online retailer we only accept orders placed through our website. It's fast, safe and secure.
Please note that once an order has been placed we are unable to make any changes, add anything to it or cancel any items. Please contact our customer service team for more information on this.
HOW CAN I PAY FOR MY ORDER?
We accept the following payment cards: Visa (including Visa Debit) and MasterCard. We also accept PayPal payments.
The total amount shown includes all taxes. We guarantee that no additional fees will be charged upon delivery.
WILL I BE CHARGED ADDITIONAL CHARGE FOR VAT AND/OR IMPORT DUTIES?
No - all prices include applicable taxes and duties. For orders up to €150, VAT will be calculated based on the destination country and shown at checkout. For orders over €150, it will depend on your country.
DO YOU OFFER A GIFT WRAPPING OPTION?
Yes. You will be able to add a gift wrapping option when you are on your cart page. A gift order will be wrapped in a black box with the Lilith Boudoir logo and tissue paper, each piece is wrapped in a pink flannel pouch.
Online purchases will be grouped into one package per complete order - unfortunately we are unable to accommodate separate gift wrapping requests for the same order. If you require more than one of our beautiful presentation boxes for your purchase, please place as many separate orders as you require.
CAN I RETURN AN ITEM?
For more information Click here
WHAT SHOULD I DO IF MY PACKAGE HAS NOT ARRIVED YET?
You can check the status of your order on our website by clicking on the tracking link sent by email after your package has been shipped. You can consult this page of our website Track my order .
WHERE DO YOU DELIVER?
We deliver worldwide.
CAN YOU SHIP TO A DIFFERENT ADDRESS THAN MY BILLING ADDRESS?
Yes! You can have your package delivered to another address. If you choose to have your package delivered to work, make sure to always put your company or organization name in the address field, as well as the contact name so that your package reaches you safely.
HOW DO I KNOW YOU HAVE RECEIVED MY ORDER?
Once you have placed your order, you will be redirected to a confirmation page displaying your order number. We will also send you an email confirming that your order has been placed. This email may take up to 30 minutes to reach you! Once your order has been processed by our warehouse team, you will receive a second email informing you that it has been dispatched.
HOW DO I USE A PROMOTIONAL CODE?
When you are about to check out, enter your discount code in the "Discount Code" field. Make sure you enter the correct code and then click "Continue". If the code is valid, your discount will be applied. Return to the cart to complete your order or continue shopping!
Please note that you can only use one promotion/discount code per order.
WHAT SHOULD I DO IF I FORGOT TO USE MY PROMOTIONAL CODE?
Unfortunately, we are unable to apply discount codes manually after your order has been validated. But hurry up, you might be able to use your code on your next order (subject to conditions).
WHAT SHOULD I DO IF I RECEIVED AN INCORRECT ITEM?
In the unlikely event that you receive an incorrect item, please please contact us and we will be able to resolve this issue for you.
DO YOU OFFER A LOCAL PICK-UP POINT SERVICE?
At the moment, we do not offer a relay point delivery service.
When you confirm your order, you can have it delivered to another address, for example to work or to a friend.
HOW LONG WILL IT TAKE TO PROCESS MY RETURN?
We aim to process your return and issue your refund as quickly as possible, but once an item has been returned to our warehouse, it may take up to 30 days for your refund to be processed. If you have not received your refund within 30 days of returning an item, please contact us by providing us with shipping information proving that the item has been returned to us so that we can find your return.