FAQ

Did my order go through?

Please check your email (and junkmail) 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.

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 gift voucher (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.

We are based in Tauranga so if you absolutely can’t decide which sizing will fit, or you want to try it on,  then we are happy for genuine customers to come and view our pieces in person. Please get in touch via email to organise a visit with Lilou.

 Can I change my order? 

Unfortunately, we are not able to change or cancel an order once placed. Please make sure you choose your items carefully and add the correct shipping before placing your order. 

If you have any urgent changes please contact our customer service on hello@lilou.co.nz. We pack and ship orders daily so cannot guarantee your requests can be made.

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