Help
Frequently asked questions
Orders & shipping
Where do you ship?
We ship to the United States and Canada.
Where do my items ship from, and how long does delivery take?
Delivery estimates include order processing and transit. Processing takes 1–2 calendar days, followed by 3–8 calendar days in transit. Total estimated delivery: 4–10 calendar days from placing your order.
Will I have to pay customs or import fees?
Any taxes or duties shown at checkout are displayed before you place your order. If a destination applies import charges separately, those charges are set by the relevant authority.
How do I track my order?
Tracked shipping is provided. Use Track Order on our website to check your order or tracking number once shipment details are available.
Can I change or cancel my order?
If your order has not been dispatched, email support@lilyashwood.com as soon as possible. We will check whether it can be changed or cancelled. Once dispatched, cancellation is not possible.
Returns & exchanges
What is your return window?
Returns may be requested within 30 calendar days of receiving your item.
What condition do items need to be in?
Change-of-mind returns must be unused and unworn, with original tags and packaging. These conditions do not limit your rights for faulty, damaged or incorrect goods.
Who pays for return shipping?
You pay the postage for a change-of-mind return. Lily Ashwood pays return shipping for faulty or incorrect goods. We do not charge a restocking fee.
How do I start a return or exchange?
Email support@lilyashwood.com with your order number and reason. Please contact us before sending anything back. We will provide return authorization and the exact return instructions. Our public business address is not an instruction to send a return there.
My order arrived damaged or incorrect, what now?
Email support@lilyashwood.com within 30 calendar days of delivery with your order number and clear photos of the issue. We will arrange an appropriate remedy at no cost to you. This does not limit your applicable statutory rights.
When will I get my refund?
Refunds for accepted returns are issued to your original payment method within 7 business days of receiving your returned item. The seven-business-day deadline is for us to issue an accepted refund. Your payment provider’s posting time can vary. Contact customer care if an issued refund has not appeared.
Sizing & fit
How do I find my size?
Check the actual size and option information shown for each item. If you need help choosing, contact customer care before ordering.
What if it doesn't fit?
Returns may be requested within 30 calendar days of receiving your item. For a different item or option, request a return and place a new order.
Payment & security
What payment methods do you accept?
Payments are processed through Shopify Payments. Available payment methods are shown at checkout before you place your order. PayPal is not currently available.
Is my information safe?
Card details are handled by our payment providers. See our Privacy Policy for how your data is handled.