Lily and the lady

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1. How do I order?

Step 1: Browse through the collection and select the item you want to purchase. Next to the picture you can select the color and size. Click ‘Add to basket’.

Step 2: After you've made your choice you can review your basket by clicking the icon in the top right corner of the page. If you have a reduction code or gift voucher, this is when you get the chance to enter it. Click “next” to continue.

Step 3: Enter your data. If your delivery address is different from your billing address, please enter your delivery address on the bottom of the page.

Step 4: Confirm your order.

Step 5: You will be redirected to a secure webpage to complete your payment.

2. When can I expect my order?

In Belgium, you have to count on a delivery time of 5 working days. If you are living abroad, you should count on a delivery time of 10 working days.

If you require a special delivery, you can contact Lily and the Lady on sales@lilyandthelady.com.

3. Where we ship and what it costs?

Free shipping on orders of 75 EUR or more.

4. At which time of day can I expect my order to be delivered?

The partners with whom we collaborate will always deliver your order during the office hours. This means that you could receive your order any weekday between 9 a.m. and 5 p.m.

5. What do I do when an article is no longer available in my size?

When an article is sold out and you are interested, please contact us at sales@lilyandthelady.com and we will try our best to order the article for you. This does not guarantee that we will be able to get you this article, but if we can, we will contact you when the article is back in stock. This does not mean you have to buy the article. Do not forget to mention which size and which article it's about.

6. Can I have my order delivered at a different address?

Yes, you should enter a delivery address and a billing address when you order.

7. Can I use more than one coupon or code at the same time?

No, you can only use one coupon or reduction code at once.

8. How do I order with a coupon?

When you receive a coupon there is a code that you can enter while placing your order. The amount will be reduced automatically .

9. Which methods of payment are available?

You can pay with Bancontact/Mister Cash, VISA, MASTERCARD and MAESTRO. We are collaborating with the 3-D secure system and Ogone (www.ogone.be), which certifies a safe online payment.

10. How can I reach customer service?

You can reach us with questions and remarks at sales@LilyandtheLady.com and during office hours (central european time) on the number  +32 (0)495 51 36 74.

11.How do I know if my order is being processed?

Lily and the Lady  (BVBA Lirio De Agua) will send you an e-mail when your order and payment have been received. It is after this e-mail that you can start counting in how many days you will receive your order.

12. How can I return something?

When a piece of clothing does not fit, is different than what you expected or there is a fault, you can return the item. Which steps do you have to follow?

Step 1: Send and e-mail to our customer service (sales@LilyandtheLady.com). Please include the number of your delivery receipt, the article number and the reason why you want to send back the article. Within 48 hours you will receive an e-mail with a return number.

In some cases you can not return the article. The articles can not be worn or used. The security tag needs to stay adjusted to the article. For hygiene reasons, earrings, stockings and leggings can never be returned once the original package has been opened.

Step 2: Please return the articles to the following address:

Lily and the Lady Retours
Parijsstraat 33
3211 Binkom
Belgium

The return number must be mentioned on the package so it is possible to identify your order and the e-mail correspondence has to be printed and included in the box. If this is not the case, we can not handle your return and will not be able to refund your item.

Step 3: We will refund your money or send you a voucher. If you want a full refund, you will have to pay the shipping rates. When you choose to be refunded through a coupon, we will pay the shipping rate. Do not forget that the return number needs to be clearly indicated on all documents. When you have paid for your article with a coupon, you can only be refunded through a coupon. If an article has a fault, we will refund the shipping costs after we've received the proof of payment.

What do I do when an article has a fault?

Please send an e-mail to  sales@LilyandtheLady.com  within 30 days after you've received your order and mention clearly what the problem is with the article. You will get a return number that you should mention on the package and the e-mail correspondence should be included in the package.

After you have sent back the article there will be a quality check, and if your item does have a fault, we will refund the article and your shipping costs up to 12,50 euros.

What do I do when an item doesn't fit or it doesn't meet my expectations?

If you've received the item and it doesn't meet your expectations, you can return it. You can learn how to do this in the return procedure. The customer service (sales@LilyandtheLady.com) needs to be alerted of your return within seven days. You will receive a return number. Once you have this, you get 7 work days to send the item back. If it is sent later, Lily & The Lady will not be able to accept your return.

You can choose to receive a refund or a voucher. When you choose a voucher, Lily & The Lady pays for the shipment of the item to you (up to €12,50) and back to the head office. In this case, please do not forget to send us the receipt of payment for the shipping.

Lily & The Lady can not accept articles that are worn, used or damaged by the customer. Earrings, leggings and stockings can not be returned once the original packaging is opened, due to hygienic reasons.

What do I do when I change my mind and choose not to buy the item?

Please contact Lily & The Lady as soon as you can. If you reach us before we ship your order, you will not be charged. If the items have been sent, you will have to follow the return procedure. Within 48 hours of alerting us, you will receive an e-mail with the confirmation of your cancellation or a return number in case the shipment has been sent. After you receive your return number, you have seven days to return the item.

Do remember: once the package is opened, the case is no longer considered renunciation but a return.

Can I return an item that I bought on sale?

Unfortunately, we can not accept returns of sales items.

13.How do I know if an item will fit me?

Online shopping doesn't mean being in the dark about fit. We try to provide as much info as we can about the items on the website. If you have any additional questions you can always send us an e-mail.

Every dress, cardigan and top is measured in three different places. The chest, the waist and the hips. For trousers, we will measure the hips and the inseam of the leg. You can see everything clearly on these images below.

These sizes can be found for every article on the product page. Just click the “sizes” tab. The sizes are portrayed in centimeters and are measured when the item is flat on a table. To decide which size you have, it is best to select a similar item of clothing and measure it in the same way. Put the item flat on the table and measure the width on the front. This way, you do not have the difficulty of measuring on your body and there is in no way interference of the difference in fabric etc. Afterwards, just compare.