SHIPPING INFORMATION

GIVE IT TO ME QUICK - WHAT'S THE MOST IMPORTANT THING I NEED TO KNOW?

- FREE SHIPPING WORLDWIDE

- FLAT RATE DHL EXPRESS $8 - $12 (AUSTRALIA ONLY)

- DELIVERY METHODS

SHIPPING SERVICE ESTIMATED DELIVERY TIME TRACKING
Standard Shipping (FREE for orders over $100) 7-14 business days Yes
Express Shipping 2-4 business days Yes

WHAT ELSE?

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

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:
SHIPPING SERVICE ESTIMATED DELIVERY TIME $$$
Standard Shipping (FREE for orders over $100) 7-14 business days $0
DHL Express (AUSTRALIA ONLY)  1-2 business days $8 - $12
Express Shipping (Rest of World) 2-4 business days $35
*Please note that these are estimated delivery times only, therefore Lilly & Lime is not guaranteeing delivery dates. All packages are dispatched from our warehouse in Hong Kong.

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.

*Hong Kong post will deliver to PO Boxes. A note will be placed in your box to collect from Post Office.

EXPRESS SHIPPING

Australia:

All parcels are shipped through DHL Express 1-2 business days. You will tracking and notifications throughout shipment process direct from DHL. Should you need to track your parcel please call DHL Customer Service on 131406. Opening hours are 6am to 10pm 7 days a week.

Rest of World:

For express shipping, orders received before 1500 hours 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. Your order will be delivered by TNT. They 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. Your signature will be required upon delivery.

*Please note TNT 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 Hong Kong.  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. All items valued over 135 pounds will attract import duty.

For UK duty information:

Type and value of goods Customs Duty
Anything under £135 No charge
Gifts worth £135-£630 2.5%, but rates are lower for some goods - call the helpline
Gifts above £630 and other goods above £135 The rate depends on the type of goods and where they came from - call the helpline

PRE-ORDER

Items available for pre-order will be dispatched as soon as possible after the expected delivery date. Orders will not be refunded due to any delays from suppliers outside of our control.
In the case that multiple items have been ordered along with the pre-order item, all items will be shipped together once the pre-order has been received into the warehouse. We are unable to split orders.

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.