Due to the effects of COVID-19, it is possible there will be a slight delay in processing returns. If you have any concerns please contact customer service at hello@tigerlily.com.au
Can I cancel or make changes to an order once it has been placed?
Unfortunately no, once an order is placed it is immediately is sent to our warehouse for processing, therefore any changes or cancelling of your order is not possible. If you would like to return your item once received, please follow the return instructions down below.
I would like a different size. How do I arrange this?
Our online store does not facilitate the exchange of products at this time. We advise you to place an order for the correct item you would like and follow our returns process to return the unwanted item/s back to us.
Why did I only receive part of my order?
Your order may be fulfilled from multiple locations and may be split into multiple deliveries.
All orders are subject to availability. Please note, placing an item in your cart does not reserve the quantity. Only the final checkout and payment confirms your item.
During busy periods we may experience some stock discrepancies. If we are unable to fulfill your order we will process a refund for the unavailable item/s.
How do I contact you regarding my online order?
If you have any questions or require assistance relating to an online order, please contact us at hello@tigerlily.com.au.
I have an issue with a Tigerlily product purchased from another retailer. Can you help me?
Requests for returns, exchanges or refunds should still be directed to the original place of purchase. We’re happy to provide any product advice you need, please email us at hello@tigerlily.com.au.
Can my order be returned? What conditions need to be met?
Yes, as long as your return meets our returns conditions, it will be able to be returned.
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. An item is considered on promotion when a promotional code is entered at the checkout and applies a discount to a full price item.
Clearance Items
Clearance items are final sale and are not eligible for a refund unless the item is faulty and meets the criteria for a refund. These items have their RRP crossed out and clearance price listed in red. In the event a promotional code is applied to a clearance item the item is not eligible for a refund.
Online Warehouse Sale Items
Online Warehouse Sale items are final sale and are not eligible for a refund unless the item is faulty and meets the criteria for a refund. These items have a FINAL SALE badge on the product page. In the event a promotional code is applied to a clearance item the item is not eligible for a refund.
Can I return swimwear?
Swimwear can be returned if it is unworn, and in its original condition with all tags and hygiene protection stickers attached. Returns will not be accepted if the protective hygiene strip is removed or altered.
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 hygiene 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, Australian customers have 14 days to return their item/s.
- From the date of purchase, International customers have 14 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.
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@tigerlily.com.au for assistance.
Can I return beauty products or jewellery?
All purchases on beauty products and earrings are final sale. We will not accept returns on these items due to hygiene reasons. Jewellery such as rings, necklaces, bracelets and bangles may be eligible for a return provided they meet our returns conditions.
How do I return my Items?
If for any reason you are not satisfied with your purchase, please follow these steps for an efficient and easy return
- Head to our Returns Portal and follow the prompts.
- Take note of the return address on the confirmation page and your return request number (eg.#9A56EE). An email will also be sent to you with this information.
- Pack all items you would like to return in their original wrapping with your invoice in a secure carton or satchel.
- Attend your local Post Office and send your return package to the returns address from the confirmation page.
Once received in our warehouse, we will inspect and process the goods within 72 hours, and you should receive your refund within 1-5 business days from date of receipt.
We will email you confirmation of your refund back to your original payment method.
We 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 at customercare@tigerlily.com.au for assistance.
Do you accept exchanges?
Currently we do not offer exchanges. To avoid disappointment, we recommend placing a new order for the item/s you would like to purchase, and returning your existing item/s for a full refund to our online warehouse following the steps listed above under “returning your item/s”.
What do I do if I have recieved the wrong item in my order?
We’re sorry if the item you received is not perfect. To resolve a faulty or incorrect item, please email us at customercare@tigerlily.com.au 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.
Can I return my online purchase to a store?
Online purchases made via our website can only be returned online. Any purchases made in a Tigerlily store can be returned to any store and are eligible for a full refund on all full price and promotional sales within 14 days. Markdown styles are a final sale and cannot be exchanged or refunded. Our in-store returns policy differs slightly from our online policy. We recommend contacting your local Tigerlily store for more information. You can find our store contact details via our store locator.
I have another question! Who do I talk to?
Please contact customer service at hello@tigerlily.com.au for assistance.
