FAQ & Shipping Info

Our aim at Lily & Fox is to bring you the best choice at the best price. We have warehouses around the world to make sure that you get your order as quickly as possible!

Because we ship from warehouses around the world, your item may take 6-10 business days to arrive. Please do not panic if it does not show up immediately, please know that it's on its way :) If you have any questions or concerns, please feel free to reach out to our Help team at

How much is shipping?

Free! Yes, we ship for free to anywhere in the world!

When will my order arrive?

This depends on the product ordered.  Shipping times are 6-10 business days. If you're still not sure, just email us.  We're happy to help.

Can I have a tracking number?

Unfortunately, our free shipping option does not include a tracking number but we do offer a 100% satisfaction guarantee which means we will refund your money if you for any reason you are not satisfied with your order!

If you would like your order to have a tracking number, please choose one of our paid shipping options on checkout. This has the added benefit of you getting your order super fast!

I received one item... where's the rest of my order?

So that items can get to you as quickly as possible, sometimes items are shipped separately so they get to you faster. You may receive one item before the next. So don't panic if you don't receive all of your items at once…they are on the way :)

Why have I not received any order confirmation details?

Most of the time this is because our customers have accidentally entered their email incorrectly.  Throughout the process we send out multiple emails, including an order confirmation and a shipping notice.

If you believe you may have entered your email wrong please contact us at and we will fix it for you!

Where do you ship?

We ship globally!

Are the "FREE" items really free?

YES! Including shipping :)

What is your refund policy?

We offer a 100% Satisfaction Guarantee - which means we will refund your money if you are for any reason not satisfied with your order. We want to provide a risk-free shopping experience.

In the unlikely event that your order hasn't arrived after 10 business days (due to lost mail, etc.) please contact us and we will issue a full refund or resend your order. Refunds & returns will not be processed after 90 days. Thanks for understanding!

How do I set up a return or exchange?

Please send us an email at so we can get started on the return or exchange process. We’d love to hear your feedback too :)

What if my item is damaged?

If any product you receive is damaged or faulty through no fault of your own, it will be replaced or refunded at no cost to you.  Please let our Customer Service team know within 48 hours of delivery at so we can get started on the return or refund process.

How do I contact you?

If you have any questions that are not on this FAQ page, please email us at where we will promptly get back to you :) <3

Can you help me pick a product?

Finding the right thing for you can be tricky but our personal stylists are here to help every day, 9 a.m. - 5 p.m. AWST. Email

If social media is more your thing, post your pictures on Instagram or Facebook using #lilyandfoxfashion, and make sure your account isn't private - we'll be with you in a flash.

Press inquiries

Please email We'd love to help, and look forward to hearing from you.