Orders & Tracking
When will my order ship?
Orders are typically processed within 2 days after they are placed. Once your order ships, you will receive a confirmation email with tracking information.
How can I track my order?
Once your order has shipped, we will email you a tracking number so you can follow your package. You can also log in to your account or use our tracking page to check your order status.
Can I cancel or change my order?
If you need to change or cancel your order, please contact support@lilystudio.com as soon as possible. We will do our best to assist, but we cannot guarantee changes once an order has been processed.
Shipping & Delivery
Do you offer free shipping?
Yes. We offer free standard shipping on orders over $99 USD after discounts are applied.
How long does delivery take?
Standard Shipping: Typically 7--12 days
Expedited Shipping: Typically 5--8 days
Delivery times are estimates and may vary depending on your location, customs processing, carrier delays, and other factors outside our control.
Do you ship internationally?
Yes. We ship to most international destinations. Shipping options and rates are shown at checkout. If your destination is currently unavailable, you will not be able to complete your order at checkout.
Will I need to pay duties or taxes?
In most cases, no additional duties, taxes, or import fees will apply upon delivery. However, customs policies vary by country, and local authorities or carriers may occasionally assess import-related charges. If this happens, please contact us at support@lilystudio.com with the relevant documentation. We may offer compensation of up to 15% of the order amount, where applicable.
What happens if I enter the wrong shipping address?
Please contact us as soon as possible if you notice an error in your shipping address. We are not responsible for orders shipped to an incorrect or incomplete address provided at checkout. If a package is returned to us due to an address issue, additional shipping or reshipment fees may apply.
Returns & Refunds
What is your return policy?
Eligible items may be returned within 30 days of delivery, provided they are unworn, unused, in original condition, and have all original tags attached.
How do I start a return?
You can begin your return through our self-service return portal:
https://lilystudio.com/a/service
Do you offer exchanges?
We do not offer direct exchanges at this time. To receive a different size, color, or style, please return the original item and place a new order.
Are final sale items returnable?
No. Final sale items are not eligible for return.
How will my refund be issued?
Approved refunds are issued to the original payment method. If a gift card was used, the refunded amount will first be applied back to the gift card.
What if I receive a damaged or incorrect item?
Please contact us at support@lilystudio.com as soon as possible with your order number and photos of the issue, and we will review the issue and help resolve it promptly.
How does Return Protection work?
If Return Protection is selected at checkout, eligible items may qualify for free return shipping, subject to the terms shown at checkout. If Return Protection is not selected, return shipping charges will apply.
Payments & Safety
Is my payment information secure?
Yes. We use secure payment processing providers that follow industry security standards for handling payment information.
What payment methods do you accept?
We accept major credit cards, including Visa, Mastercard, and American Express, as well as PayPal and other payment methods displayed at checkout. Available payment methods may vary depending on your location.
Products & Sizing
How do I choose the right size?
Please refer to the Size Guide available on each product page. If you need additional assistance, contact us at support@lilystudio.com.
What if I'm between sizes?
If you are between sizes or unsure which size to choose, please contact us at support@lilystudio.com before placing your order. We'll be happy to help you find the best fit.
Support
How can I contact customer service?
You can reach our customer support team at support@lilystudio.com. For additional contact options, please visit our Contact page.
How can I contact you for partnerships or collaborations?
For business, wholesale, media, or collaboration inquiries, please email collab@lilystudio.com.