FAQs

GIFT CARDS OR CREDIT NOTES

DO YOU ACCEPT GIFT CARDS ON TIGERLILY ONLINE?

Yes, however, gift vouchers purchased on tigerlilyswimwear.com can only be used on this website and not other Tigerlily websites.

HOW LONG DO I HAVE TO REDEEM MY GIFT VOUCHER OR CREDIT NOTE?

Gift vouchers & Credit notes are valid for 3 years from the issue date. 

Please note, gift vouchers and credit notes are non-refundable and are not redeemable for cash.  

CAN I EXTEND MY GIFT VOUCHER OR CREDIT NOTE? 

If you’re in need of extending your Gift Voucher or Credit note, please contact us so we can assist you further. 

 

ONLINE ORDERS

WILL THERE BE A DELAY IN RECEIVING MY ONLINE ORDER?

Orders outside of Australia will be shipped via Australia Post or DHL.

For delivery updates on your shipped order please visit auspost.com.au or DHL with your tracking ID. 

Customers should also keep an eye on updates to your national postal service regarding your local delivery. 

HOW DO I CONTACT TIGERLILY REGARDING MY ONLINE ORDER?

If you have any questions or require assistance relating to an online order, please contact us at hello@tigerlilyswimwear.com or +1 213-401-2197 for assistance.

 I HAVE AN ISSUE WITH A TIGERLILY PRODUCT PURCHASED FROM ANOTHER RETAILER. CAN YOU HELP ME?

Requests for returns, exchanges or refunds should be directed to the original place of purchase. We’re happy to provide any product advice you need.

WHAT FORMS OF PAYMENT DO YOU ACCEPT ON TIGERLILY ONLINE?

We accept PayPal, American Express, Visa, and MasterCard Credit Cards.

MY ORDER WAS CONFIRMED BUT I HAVE BEEN CONTACTED THAT AN ITEM IS OUT OF STOCK. WHY IS THIS?

On the rare occasions an item at our Fulfilment Centre may be damaged or missing and we will only find out when we go to pick your order. Although this does not happen often, we will contact you to arrange a store credit, refund or replacement item if this should happen.

HOW DO I PLACE A PAYPAL ORDER?

When proceeding through the checkout process, select PayPal as your payment method. You will be redirected to PayPal to finalise your order. Once your order has been placed online you will receive two emails, one from PayPal to confirm your payment and one from Tigerlily Online to confirm the details of your order.

WHEN WILL A SIZE/PRODUCT COMING BACK INTO STOCK?

We understand it can be disappointing to find an item you love out of stock in your size. In order to keep our styles fresh, we generally don’t reorder sold out sizes or restock styles that have sold out. The best way to inquire about a particular style or size is to contact our customer service team and they may be able to locate your size in one of our Australia stores.  

DELIVERY

I’M TRYING TO LOCATE MY ORDER. HOW DO I TRACK MY PARCEL?

You will receive a shipping confirmation email when your order is processed and this email will have a link to Track Your Order. Tracking information may not update until later that night, so please check again later if your tracking link doesn’t work right away,

You can track your order by clicking the button in your dispatch confirmation email.

Shipping rates:

All prices are displayed in USD.

USA, Canada & Mexico -
  • Express Shipping (1-3 Business days) $200 and over – FREE
  • Express Shipping (1-3 Business days) up to $199.00 - $10.00
 Rest of World –
  • Express Shipping (1-3 Business Days) - $25.00
  • We currently do not offer Standard Shipping outside of the US.

**Please note – Any orders over $800 will be subject to pay a Customs Duties fee in the US, Canada & Mexico also**

For more details on our shipping policy please visit our shipping page by clicking here.

 HOW LONG WILL MY ORDER TAKE TO ARRIVE?

*Please note, during weekend promotions and Sale periods, we advise allowing an extra 1-2 business days for dispatch.

We only offer Express Shipping Options for international locations.

Delivery times vary by destination & service. Please visit our Shipping Page for estimated delivery times by clicking here.

Shipping Insurance 

We are so excited to offer shipping insurance to ensure your beautiful Tigerlily pieces are arriving to you safely! Tigerlily shipping insurance is providing protection for your orders in case they are lost, damaged or stolen.
For $1.99 add Tigerlily Shipping Insurance to your order. 

In the very rare instance where your order might be lost, damaged or stolen please contact our customer service team where we can help you further, and ensure you get your much loved items as soon as possible.

Please note, Tigerlily is not liable for lost, missing or damaged orders that are not insured.

 

RETURNS AND EXCHANGES

Full Price Items

Full priced items are eligible for a full refund or store credit if the item/s meet our return conditions. 

Promotional Items

Promotional items are eligible for a full refund or store credit if the item/s meet our return conditions, such as “70% off Everything” where a promotional code is entered at the checkout and applies a discount to a full price item. 

RETURNS CONDITIONS

  • Items must be returned in their original condition, unworn, unaltered, unwashed and have all tags still attached.
  • Items must not have any dirty marks, make-up or fake tan marks.
  • Items must not smell of perfume, deodorant, cosmetics or washing power.
  • Swimwear can be returned if it is unworn, and in its original condition with all tags and protection stickers attached.
  • Underwear must be worn when trying on swimwear for hygiene reasons.
  • When trying on footwear we advise using a clean surface as shoes with marked or dirty soles may not be accepted for return. 
  • Customers are to cover the cost of the return postage, unless your items are deemed faulty by our team.
  • From the date of purchase, USA, Canda, Mexico & Rest of World customers have 30 days to return their item/s.
  • For security and peace of mind, we strongly suggest using insured registered post as we are not liable for lost return parcels.
  • Unless the item is deemed faulty by our team, we do not refund the cost of shipping.
  • Currently we do not offer exchanges.
  • If you qualified to receive a FREE GIFT with your order, it must also be returned in order for your return to be processed. Any orders returned without their FREE GIFT will unfortunately not be accepted.

Online purchases cannot be returned to a store or dropped off in person to any office or warehouse. Online purchases may only be returned by sending them to the returns address as per our returns process. If you have any questions, please contact customer service at hello@tigerlilyswimwear.com for assistance.

RETURNING YOUR ITEM/S

If for any reason you are not satisfied with your purchase, please follow these steps for an efficient and easy return:

  1. Head to our Returns Portal and follow the prompts.
  2. Once at the returns portal please enter your Email and Order number to be redirected to your allocated returns page.
  3. Pack all items you would like to return in their original wrapping with your invoice in a secure carton or satchel.
  4. Please ensure you are putting your order number (example TL-1234) on the outside of parcel and the sender details. 
  5. Attend your local Post Office and send your return package to the returns address from the confirmation page.
  6. Please allow up to 7-14 business days for us to receive your return.
  7. Once received in our warehouse, we will inspect and process the goods within 72 hours, and you should receive your refund within 2-10 business days from date of receipt.

We will email you confirmation of your refund back to your original payment method.

We currently do not offer a free returns service. We recommend insured registered post as we are not liable for lost return parcels. If any of the items in your order were faulty, damaged or incorrect, please contact our customer service team for assistance.

EXCHANGES

We are excited to now be offering Exchanges - Please head to the returns portal and enter your order number & email - select which item you’re wanting to exchange, then search our store for you new desired item! 

FAULTY OR INCORRECT ITEMS

We’re sorry if the item you received is not perfect. To resolve a faulty or incorrect item, please email us at hello@tigerlilyswimwear.com with your order number and a brief description of the fault or incorrect item. Images of the fault or incorrect item would be highly helpful and assist in resolving the matter efficiently.

Once assessed by our team, we will confirm next steps. Items deemed to have a major fault can be returned for a refund, credit note or an exchange for another item. Items deemed to have a minor fault may be able to be repaired for you. Please keep a copy of your return postage receipts as we will reimburse you for these costs if the item is deemed to be faulty.

SIZING

I NEED HELP WITH THE SIZING OF A PRODUCT. WHERE DO I FIND THIS INFORMATION?

All products on the site have a Size Chart link below the Add to Bag button on the product page. By clicking this link, you will be taken to the relevant sizing information for that product category.

Please note, these size charts are only a guide, but can give you a better idea of what size you might be. If you would like specific sizing information for a product you can email hello@tigerlilyswimwear.com and one of our friendly customer care team members can assist you.

OTHER

 

WHERE ARE YOUR STORES LOCATED?

We currently have 10 stores in beautiful Australia. Outside of Australia we are online only and ship Worldwide. However, stay tuned, you never know when we might open a store near you!

WHERE CAN I LEARN MORE ABOUT TIGERLILY?

Check us out on Facebook

Follow us on Instagram

View our latest pins on Pinterest

Or simply sign up to our newsletter and be the first to know about everything Tigerlily. Click here to sign up.

HOW CAN I CONTACT YOU?

Our online store customer support is available 4pm-12am PDT Monday – Friday

Contact us by email at hello@tigerlilyswimwear.com or phone us on +1 213-401-2197.