FAQ

Did my order go through?

Please check your email (and junk mail) as an order confirmation will be sent through to you with your order details. 

If you have not received your order confirmation, please contact hello@lilou.co.nz and we will provide further assistance with your order process.

 

Do you have Afterpay? 

Yes, we do! You should see this as a payment option at checkout.

 

I've received a faulty item, what do I do?

We apologise if an item you have received is not in perfect condition. 

Please email an image of the fault, along with your full name and order number for further review. 

We have a 3-week faulty claims period (please note: this excludes general wear and tear). 

When you have a major problem with a product, you have the right to ask for your choice of a replacement, store credit, or refund. 

 

What is your returns policy?

We want you to absolutely love your Lilou purchase. If for any reason your purchase isn’t quite right for you, you are welcome to return it to us within 10 days of receiving your order in exchange for a store credit. Please note, we do not offer refunds. Items returned outside of this period will not be accepted. You will need to cover the cost of return postage.

You can read our full Returns Policy at the bottom of the website.

 

Can I change my order? 

Please make sure you choose your items carefully and add the correct shipping before placing your order. As we pack & ship orders daily, we're unable to guarantee order changes can be made once an order is placed, however please reach out and we will do what we can to assist. 

If you have any urgent changes, please contact us via email at hello@lilou.co.nz. 

We are unable to cancel an order. Once a payment has been received and your order is completed, it is then subject to the returns policy.

 

How long do orders take to arrive?

Orders will be sent within 1-2 working days of you placing your order. Your order should arrive between 2-5 working days. 

 

What is Lilou sizing like?

Unless specified, our garments are true to size. A basic size guide is:

•    S = 8-10
•    M = 10-12
•    L = 12-14
•    XL = 14-16
•    XXL = 16-18

Feel free to send us an email or message requesting specific measurements, happy to help!

 

If you don't find an answer to your question, feel free to get in touch with us at hello@lilou.co.nz.

 

 

FAQs

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Use this text to share information about your brand with your customers. Describe a product, share announcements, or welcome customers to your store.