Most FAQ
Q:Can I return or cancel the dress if I change my mind?
A:Each dress is made to order in LilyBridal, including standard size dresses. The custom nature of our dresses means our cancellation and Return Policy is stricter than other items, so it's important to order carefully.
Q: How long can I receive my item?
A: Compare your unique measurements with LilyBridal's size chart and measuring guide. By selecting "Custom Size", your dress will be personally tailored for your exact fit.
Q: How can I make sure I order the correct size and fit?
A: Compare your unique measurements with LilyBridal's size chart and measuring guide. By selecting "Custom Size", your dress will be personally tailored for your exact fit.
Q:Can I order this dress in a different style/fabric/length?
A: Please understand that each dress is carefully tailored to match exactly what you see in the photos, so, unfortunately, we are unable to modify the fabric/length in any way. Currently, the two acceptable changes are removing the trains and adding spaghetti straps, only for dresses with simple designs.
Q:What payment methods do you currently accept?
A:We currently accept payment via PayPal, Credit Card online or Western Union, Wire Transfer offline. We also take security very seriously indeed, so your details will be safe with us.
Q:How can I check my order status?
A: Compare your unique measurements with LilyBridal's size chart and measuring guide. By selecting "Custom Size", your dress will be personally tailored for your exact fit.
Q:Are there any additional fees involved in shipping?
A:In some cases, your destination country may charge customs duties or other taxes. We have no control over these charges as customs policies vary widely from country to country. Please check with your local customs office for further information. We will mark the package in low value, but we can't promise no sales tax.
Q:Where can you ship to?
A:We ship worldwide. There may be particular locations that we might require additional information to ship to, However, if such a rare event were to occur, we will get in touch with you ASAP.
Q:What kind of warranty or guarantee do you offer on your products?
A:We sell products that we believe to be of high quality and reliability. Before shipping each dress to our customers, our Q&C personnel will do detailed check to ensure the high quality and Never on purpose send out damaged or faulty goods.
Q:What is your Return Policy?
A:Customers need to contact our Customer Service to initiate the return process within 7 days upon receiving your items. If your product arrives in a defective manner, mis-shipped or color error, you are qualified to get a full refund. However, if the item is not faulty or it is made accordance with the size you ordered but does not fit, please note that we will Not accept your returned item.
Q:How much will the shipping cost?
A:We have two shipping methods including express shipping and standard shipping. The express shipping cost is £25 and the standard shipping cost is £20 per order. Currently, we cooperate with DHL, UPS, TNT, FedEx etc. to ship our orders.
Order FAQ
How do I check my order status?
Lilybridal makes it easy for everyone to keep track of his/her account.
1.Sign into "My Account" and click on "My Orders" located at the top left of the initial page.
2.In "My Orders", you will be able to view all your orders and current status of each ordered item.
What do the different status mean in 'My orders' within 'My account'?
Pending:Your order is currently incomplete, awaiting payment;
Payment Accepted:We've received your payment and are beginning verification to ensure payment security.
Waiting for Confirmation:Our customer service has sent an email to confirm your dress color, style, size, or delivery date. Please check your email and make the confirmation.
Processing:We are making your dress accrodding the option which you choose on your order confirm page!
Shipping:Everything in your order has been packaged and sent to the shipping address you provided.
Received:Receipt confirmed.
Returned:The item(s) has/have been returned.
Canceled:This order has been cancelled
How can I cancel my order?
We understand that every piece means a lot to you and our cancellation policy was formulated bearing this in mind. As there are different kinds of items, there are different policies. Lear more at "Return Policy". (﹡Unpaid orders will be cancelled automatically after 5 days.)
If your order status is "Pending", you can easily delete your order by yourself. If your order status is "Processing", you can click "cancel" to cancel your order and please contact our Customer Service. Unfortunately, once an order has been shipped, it can no longer be cancelled.
Can I make changes to my order?
If you would like to make changes to your order, we recommend cancelling your order; then, proceed to place a new order. Please note that while most of our products can be cancelled up until they are shipped, certain products cannot be cancelled for restocking/processing fees may apply. Please read more information on cancelling an order.
When will I receive my order?
All of our items can be estimated receiving time. Receiving time varies based on the tailoring time you chose at checkout . See the information in "Shipping Guide" page for our different tailoring time options. You can go to My Orders and click on the order you need help with to check the current status of your order and view the estimated shipping date.
Once your items have shipped, we’ll send you an email confirming shipment and include all relevant tracking information we can provide.
I ordered a standard sized dress, not a custom size, why is it taking so long?
All of our dresses are made-to-order, whether you ordered a standard or custom size, require tailoring time. Tailoring Time is displayed on each dress's product page. If you add this time to the shipping time, you’ll have an idea of when to expect your item.
How do I contact Customer Service about my order?
My Orders is lilybridal's convenient process for communicating with you about each order placed with us.
Once you’re logged in, the Order Details page is your platform for contacting Customer Service via the help links found throughout the page.
What if I have a question before placing an order?
If you need information before you buy, you will be directed to an online form to submit an ticket and we will respond within 24 hours. Once you submit an ticket, you can track its progress and submit updates in "My Tickets".
Account FAQ
Why should I create an account?
I forgot my password
If you’ve forgotten your password, click on "Forgot your password". We’ll ask you to enter your email account and then immediately send you a new password. After logging in using the new password, please go to "My Account" and "Change Password" to change the password.
How do I update my shipping address?
How do I change my account information?
Please log in "my account" with your registered email address and password. You will be directed to your account overview and you can update/edit your account information by clicking "Account Settings" button. Please remember to click "Save" button after that.
Any change you make to your account will not affect the orders you’ve already placed.
It's worth checking your account regularly just to make sure we have the right details for you.
How to use My Favorites?
My Favorites allows you to easily save products that you are interested in so that you can easily find them when you come back to shop at a later time. Click the Add to Favorite button on a product page to favorite an item and then click on the heart at the top of the page to view your favorited items.
How to write a review?
Writing a review is easy. It helps other customers know more about our products, and you could win great prizes when you do so.
You can go directly to the product page to write your review – Click Write a Review Button on the product page,
Or sign into your account and click on My Orders - Click the order number that you want to write a review for.
Remember it's best to be detailed and specific. What did you want to know before you purchase the product? Aim for clear and concise language.
What should I do if I can’t receive emails/newsletters from you?
After signing up and placing an order, you should receive a variety of emails from us, which including lilybridal newsletters, Order or Return Confirmation emails and any other responses from our Customer Service. There may be a number of reasons you're not getting these from us.
- Your email software may be mark our emails as junk mail. To stop this from happening, please add sales@lilybridal.co.nz to your email address book.
- Make sure you typed in the correct email address when you signed up with us. Just sign in to your account (if you can remember which email address you used) to check this.
- If you still have this problem after finishing above steps, contact our Customer Service, giving as many details as you can about the issue and we will try our best to help.
What would you do with my personal information?
Your privacy is very important to us at lilybridal, and we are committed to protecting your security. We promise not to share any of your personal information with any outside company for marketing purposes without your permission. We are fully compliant with all the relevant consumer and Data Protection legislation, and will always treat your personal information with total respect and confidentiality. For more information, please read our full Privacy Policy.
Payment FAQ
Which payment methods do you accept?
We accept a variety of payment methods.
2.PayPal
1.Credit Card (VISA & MasterCard)
3.Western Union (10% off)
4.Wire Transfer (10% off)
please note: if you want to know how to pay with these payment methods, please click here.
How can I change payment methods?
If you have a pending order and want to use a different payment method, it’s easy:
1.Sign into "My Account" and click "My Orders" located on the upper right corner.
2.Click on the "Details" of pending order you want to complete payment.
Why my payment has been declined?
Please check the followings:
- Check the card details on your lilybridal account to make sure the information such as the expiry date and billing address is correct.
- Make sure you enter the security code correctly – that’s the last three digits of your card.
- Your card issuer may have declined your payment without telling the reason. It’s best for you to contact them.
If you’ve checked all of the above, try paying with another card.
If you've tried all these and still have the problem, contact our customer service with as many details as you know about the issue, including error messages. We will try our best to resolve it as quickly as we can.
How to use coupon?
When you’ve chosen your items and are ready to checkout, you’ll first go to the Shopping Cart page.
Before clicking Proceed to Checkout, enter your coupon code under the product and click Apply Coupon. Please contact customer service if you encounter any problem when using your coupon.
I get an error message when entering my shipping & billing addresses. What’s going on?
If you received an error message, there may be a problem with your credit card information, billing or shipping address. The billing address should match exactly what your bank has on file. Please review all the information carefully to check if there are typos. Also, try re-formatting the names and addresses in your billing information (this often solves the problem)
How to contact if I have questions relating to my order after a purchase?
Click the "My Account" at the right top of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, you can submit a ticket anytime in "my account".
When will I be charged for my items?
You will be charged for your order when your payment status is changed to "payment received". We will then confirm your payment and begin processing your order right away. In some cases, credit/debit card payments may take up to 24 hours to confirm.
How to know how much my order will cost?
Just add items to your Shopping Bag and click Checkout. During checkout your total costs will calculate and guarantee the lowest possible order total in your preferred currency, including all shipping costs to your selected international destination. while duties, taxes, and VAT are determined by the destination customs authority. Exchange rates are checked and adjusted twice a month, so if you leave your Shopping Bag and return later to complete your transaction, the order total may change if the rate of exchange has changed.
How can I see price in my currency?
The default currency display on Lilybridal is NZD. Click the currency drop-down menu on the right top of every page, and you can easily set it to any of the following currencies:
GBP (£)/Euro (€)/US Dollar ($)/Canadian Dollar (CAD$)/Australian Dollar (AU$)/New Zealand Dollar (NZD$)
If you do everything right, you may need to have a look into this. Please contact us and let us know the name of the promo code you're trying to use. We'll look into it and respond to you as soon as we can.
How do you calculate currency rates?
As an international internet retailer, lilybridal does its best to accommodate a wide range of global currencies. We update our exchange rates twice monthly based on the global currency markets.
Shipping FAQ
How to track order?
Shipping information – tracking number, shipping method, etc. will be listed in "My Orders". Please simply log in your lilybridal account and check "My Orders".
If you have the tracking or delivery confirmation number, you can track your package via the carrier’s website.
Please note that for each shipment notification email you receive, tracking may not be available for the first 24-48 hours. If 48 hours have passed and you are still unable to track your order, please contact us.
How to get my item faster?
Select Urgent Order
Shorten the time to make your dress by selecting the urgent order. The costs may differ according to the tailoring time. Please choose the receiving time on your order confirmation page if you plan to buy urgent order.
My order has not arrived yet, what happened?
If your order has not arrived by the estimated receiving time, we're here to help.
There’s an estimated receiving time on your order confirmation email, has this date passed?
Are there any additional fees involved in international shipping?
In some cases, there will be VAT (Value Added Tax), other taxes, customs duties and/or fees levied by your destination country. These additional charges for taxes or customs clearance charges are the responsibility of the recipient. Unfortunately, we cannot estimate what the charges may be since customs and taxation policies vary widely from country to country. For further details, please contact your destination local customs office or visit their official website. In some cases, customs clearance procedures are required; under these circumstances, delays may occur, which will affect our original delivery estimation time.
We will mark the package in low value, but we can't promise any sales tax.
Do you ship to PO Boxes or APO/FPO military addresses?
We apologize that P.O. Boxes and military addresses (APO, FPO) cannot be delivered. For the US territories, please leave a comment when you place the order. For example, if you were in Guam, Puerto Rico, you could state Guam, Puerto Rico in the country section.
Attention: Customers from Brazil should leave a message to provide us with your 11-digit CPF as your custom needs it.
What happens if I'm not in when my order arrives?
If you are not in when your parcel arrives, the carrier will leave a card or call you, telling you where it is. It might be left in a safe place or there will be details on how to pick up your order or rearrange delivery on the card.
I have received an incorrect item in my order, what shall I do?
We want to sort out any issues with incorrect items straightaway.
Please contact our customer service with the order number, the incorrect item's name and its number.
We'll get back to you as soon as possible and try to resolve it for you.
Return FAQ
How do I return something to you?
Submit a return request at Contact Us to Customer Service within 7 days upon receiving your order. Please include an explanation and photographs stating the reason for your return.
Once our Customer Service has approved your request, we will provide you with a return address as well as a Product Return Form that must be filled in and included with your return. Please send the item(s) through your local post office within 3-5 business days upon receiving the return form. Please DO NOT use an expedited courier like UPS, DHL or FedEx; the normal economic Post Office service would be just fine. Please keep the tracking number safe.
I've returned my item; how soon will I receive my refund?
All the return item(s) will go through inspections. We will process the refund when we confirm that the product has the problems you mentioned. In most cases, we will refund your money within 24 hours.
Once the refund has been processed by us. The time it takes to receive your refund will differ based on the payment method you used.
Credit/Debit Card: It will take 10-15 days to your credit card company to process the refund and credit your account.
Paypal: It will take 1 days to process the refund your PayPal account.
All PayPal payment can only be refunded via PayPal.All Credit Card payment will only be refunded to the original Credit Card.
Please note: We reserve the right not to accept the returns without prior approval of our customer service.
