Shipping & Returns

SHIPPING POLICY​​

Thank you for visiting and shopping with www.shoplillou.com Following are the Terms and Conditions that constitute our Shipping Policy:

PRE-ORDERS

Kindly note that the pre-order shipping timeframe is subject to change based on the continuous shift and changes of government regulations and international transportation availability. Please keep in mind the timeframe for shipping on pre-order items are contingent to the availability of international customs and transportation. We will ensure all pre-orders will be fulfilled at the soonest possible time. Our Concierge team will give updated time frames should any delay occur.​

Lillou Concierge will be available Monday through Friday from 9:00 a.m. to 5:00 p.m. PST for any enqueries about your order.  

INTERNATIONAL SHIPPING 

Currently we provide shipping only to:

  • USA
  • UK
  • France
  • Italy
  • Canada
  • Australia
  • Qatar

Customs, Duties and Taxes

  • Lillou is not responsible for any customs and taxes applied to your order.
  • All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.)
  • An added Handling fee has been included at checkout for any international customers. 
  • We are unable to falsify the prices of our items on customs forms or mark international purchases as gifts. 
  • Delivery delays can occasionally occur.
  • Lillou is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim.
  • Please save all packaging materials and damaged goods before filing a claim.

​DOMESTIC SHIPPING 

Shipment processing time for all orders are processed within 2 - 3 business days. Orders are not shipped or delivered on weekends or holidays. If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, our concierge will contact you via email or telephone.

​DELIVERY ESTIMATES FOR DOMESTIC SHIPPING

Shipping charges for your order will be calculated and displayed at checkout.

  • Standard Shipping: 3 - 7 business days 
  • Expedited Shipping: 2 - 3 business days
  • Overnight: We do not offer overnight shipping at this time
  • Delivery delays can occasionally occur.
  • Lillou ships to addresses within the U.S., U.S. Territories, APO/FPO/DPO as well as P.O. Boxes.

SHIPMENT CONFIRMATION & TRACKING

  • You will receive a Shipment Confirmation email once your order has shipped.
  • The tracking number will be active within 24 - 48 hours.

​DAMAGES

  • Lillou is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim.
  • Please save all packaging materials and damaged goods before filing a claim.

 

RETURN POLICY​

Thank you for your order. We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, you may return for store credit only. Please see below for more information on our return policy:

DOMESTIC  RETURNS

All returns must be postmarked within ten (10) days of the purchase date. All returned items must be in new and unused condition with all original tags and labels attached.

Return Process

To return an item, please email customer care at customercare@shoplillou.com to obtain a Return Merchandise Authorization (RMA) number. After receiving a RMA number, place the item securely in its original packaging with tag attached and mail your return to the following address:

LILLOU
Attn: Returns
RMA #
3012 Ridge Rd Suite Suite 100 Rockwall, Texas 75032

​Please note, you will be responsible for all return shipping charges; We strongly recommend that you use a trackable method to mail your return.

​Return

After receiving your return and inspecting the condition of your item, we will process your return. Please allow at least five (5) business days from the receipt of your item to process your return. We will notify you by email when your return has been processed.

Exceptions

For defective or damaged products, please contact us at the contact details below to arrange a refund or exchange.

Sales

Sale items are FINAL SALE and cannot be returned.

​​INTERNATIONAL RETURNS

All returns must be postmarked within thirty (30) days of the purchase date. All returned items must be in new and unused condition with all original tags and labels attached.

Customer pays for and arranges all international return shipping. We cannot refund any duties and taxes paid, you may pursue a refund of duties with your local tax agencies.

​We are not responsible for return shipments that are lost in transit, so please ensure that you obtain tracking information for your records. 

Return Process

To return an item, please email customer care at customercare@shoplillou.com to obtain a Return Merchandise Authorization (RMA) number. After receiving a RMA number, place the item securely in its original packaging with tag attached and mail your return to the following address:

LILLOU
Attn: Returns
RMA #
3012 Ridge Rd Suite Suite 100 Rockwall, Texas 75032​

QUESTIONS

If you have any questions concerning our return policy, please contact our Concierge at: customercare@shoplillou.com