FAQs
How can I contact Lilly?
You can reach us anytime at Info@lilyinnovations.com, and our friendly customer service team will be happy to assist you with any questions or concerns.
Do you ship worldwide?
Yes, we ship to customers all over the world!
Where do you ship from?
We ship directly from our warehouse in Hong Kong to ensure timely and efficient delivery.
Can I change or cancel my order?
We process orders as quickly as possible to get them to you faster! To request changes or cancellations, please contact us within 12 hours of placing your order. Unfortunately, requests made after this time cannot be accommodated, but you can still return the item for a full refund once you receive it.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal for secure and convenient payment.
When will my order be processed?
Orders are processed and shipped from our warehouse between Monday and Friday (excluding holidays).
- Processing time: 1-3 business days
- Shipping starts the next business day after processing is complete.
Please allow extra time for processing during holidays or sales periods.
How long will it take to receive my order?
Due to high demand, please allow between 2-4 weeks for your order to arrive.
What if I don't receive my order?
If you haven’t received your order within 30 days after shipping, you are eligible for a full refund. Please contact us at Info@lilyinnovations.com, and we’ll assist you promptly.
Will I be charged customs or taxes?
The prices displayed on our site are tax-free in USD. However, import taxes, duties, and customs fees may be charged once your order reaches its destination, based on your local customs office.
- These charges are your responsibility and are not covered by Lilly.
- For more details, contact your local customs office.
How do I return an item?
To initiate a return, please contact us at Info@lilyinnovations.com with your order details.
What if the item I received is defective, incorrect, or damaged?
We’re sorry for the inconvenience! If you receive defective, incorrect, or damaged items, please email us at Info@lilyinnovations.com with:
- Your order number
- Photos of the item(s)
- A brief description of the issue
We’ll resolve your case as soon as possible!
When will I receive my refund?
Refunds will be issued to your original payment method:
- Credit/Debit Cards: Refunds are processed within 7-10 business days after we receive the returned item or process the cancellation.
- If you don’t see the refund in your account, please contact your bank or credit card provider for more details.
If you have any additional questions, don’t hesitate to reach out to us at Info@lilyinnovations.com!