SHIPPING INFORMATION

DUTIES AND TAXES

All countries need to be mindful of duties and taxes charges. More information here. Taxes and duties differ by country please research the duty costs for your shipping destination for the most up to date information. Lilly & Lime is not responsible for extra duty or tax charges. 

DELIVERY RATES AND SERVICES

Shipping is always Free for using our easy to use FIND MY SIZE Size Check Calculator. Shipping may be Free at times, over certain purchase thresholds, as posted on the site.

We aim to process your order within 1 day of it being placed. Lilly & Lime only ships orders Monday to Friday, during office hours (9am – 5pm AEST), and does not operate on public holidays. 

Delivery methods available with estimated arrival time:

AUSTRALIA

NEW ZEALAND

Rest Of World (EST.)

COUNTRIES WE SHIP TO

Everywhere! If you're country isn't listed - we've messed up so email us and we will sort it out.

STANDARD SHIPPING

Once your order is ready to ship you will receive a tracking number via email. You can use this tracking number to see where your package is currently located. 
Items may be subject to Customs inspection and duty (if applicable).  Customs clearance is not included in delivery standard/transit time.
You can track your parcel using the tracking number supplied on your shipping confirmation.

EXPRESS SHIPPING

All orders received before 2pm between Monday and Friday (AEST) will be shipped out the same day. Once your order is ready to ship you will receive a tracking number via email. You can use this tracking number to see where your package is currently located. The courier will leave a notice card to the receiver if their first attempt to deliver fails which will advise on what you can do to arrange the receipt of your package. 

*Please note couriers cannot deliver to PO Boxes.

If you have any questions related to your delivery, please contact us.

TAXES AND DUTIES

All packages are dispatched from our warehouse in Sydney, Australia.  Customers may be liable for any customs and import duty, quotas, permits, product restrictions and other local requirements. These charges must be paid by the recipient of the parcel. Customs policies vary widely from country to country. Therefore we suggest that you check the requirements in your country before placing an order. We will not be liable for any custom or import duties. To help estimate any duties and taxes click try using this external Duty Calculator. 

Please note the UK laws on VAT charges have changed recently - see below:

Customs charges are applied to imports into the EU with a value over 15 pounds for VAT. For UK duty information and charges please do your research and click the link below:

LOSS, DAMAGE & DELIVERY DISPUTES

If your tracking does not show as delivered within the recommended timeframe, please contact us and we will launch an enquiry on your behalf with the Shipping Carrier.

If your parcel is damaged in transit, please contact us as a priority on and we will provide instructions on how to proceed with a resolution.

In the case where Authority to Leave (no signature on delivery) is selected and delivery shows as successful, Lilly & Lime and the Shipping Carrier are removed of all responsibility, as the buyer has opted for a non-secure delivery method.

In the case where Signature on Delivery is selected and the delivery shows as successful but the buyer is disputing the delivery, it is the buyer's responsibility to contact the Shipping Carrier and raise the dispute. If required, Lilly & Lime can assist the buyer with this process and provide any supporting documentation.

Return To Sender & Refused Customs/Import Fees

It is the sole responsibility of the customer to enter their true and correct address, as well as collecting their parcel from the collection point, if applicable. Lilly & Lime are not liable for any information entered incorrectly in the checkout, which is a secure environment.

If the parcel is unable to be delivered due to the customer's error and therefore returned to sender (RTS), Lilly & Lime will contact the customer with options for re-shipment.

If the parcel is not collected within the allocated timeframe and therefore returned to sender (RTS), Lilly & Lime will contact the customer with options for re-shipment.

If a customer refuses to pay the required Customs/Import Fees applicable to their country and the parcel becomes returned to sender (RTS), Lilly & Lime will contact the customer with options for re-shipment.

For all customers, a flat rate fee will be charged for re-shipment and it is the customers responsibility to make payment and provide the true and correct address, as well as collecting their parcel from the collection point, if applicable. If the customer has changed their mind on their purchase and does not want the order to be re-shipped, a store credit will be offered, less the aforementioned re-shipping fee (and less any original shipping costs, if applicable).

We will always contact the customer when a RTS parcel is received back into our warehouse. If we do not receive a response for resolution within five (5) business days, we will automatically assume that the customer does not want the parcel re-shipped and we will therefore issue a store credit, less the re-shipping fee (and less any original shipping costs, if applicable). 

RETURNS

Please see our RETURNS page.

If you have any further questions please email us.