FAQ

We suggest you cancel the original order and place a new one. If you had applied a discount code, you must inquire the customer service for a new one, as it cannot be reused.

If you placed a large order and is complicated to cancel it, our customer service center will edit the order for you. However, pleae keep in mind that we won’t be able to assist during the non-operating hours (02:00 - 18:00 PST), due to the time difference.

If you ordered with the wrong address, you must contact our customer service center (help@lilyeve.us) as soon as possible. Keep in mind that if your order has already been fulfilled, we won’t be able to help you further.

You may contact the customer service of the courier, DHL, but any extra charge upon this address change request is subject to the customer.

Our warehouse starts processing the orders every day at 11:59 a.m. (PST). And the packages will ship out from OO. A shipping confirmation email with the tracking number will be sent to you once the order is dispatched.

We use DHL for the courier services, and the delivery time varies by location. It usually takes about 5-6 business days on average, but duly note that there may be delays for unforeseen factors that occur during the shipment process.

For US residents, a flat rate of $10.11 will be charged for shipping. However, please be noted that it may vary depending on the region, such as Hawaii or Alaska. Free shipping is offered for any orders above $75.

International shipping apart from the US is unavailable at the moment. We will try our best to offer worldwide shipping ASAP!

If you have not received your package, please reach out to the customer service as soon as possible. To contact our customer service center, refer to the [Contact Us] page at the bottom of the website.

However, please keep in mind that the customer is responsible for the missing package if it was not delivered correctly due to the incorrect address provided.

You will receive a shipping confirmation email when the order ships out. Refer to the tracking number you received in the email, or you may also find it in your “My Account” page.

For your reference, we use UPS as our shipping courier service.

We truly apologize for the issue. In this case, please provide three pictures at help@lilyeve.us as guided below:

1) A picture of the exterior packaging, with the tracking number showing on the shipping label.

2) A picture of all the items inside the original packaging.

3) A picture of the actual item that was damaged.

Please note that compensation may not be offered if the aforementioned pictures are not provided. Make sure to take the pictures first, and then discard the packaging. We appreciate your cooperation on this matter.

Please contact our customer service and provide a picture of all the items that you received. Customer service contact information can be found at the bottom of the website at [Contact Us].

We will get back to you as soon as possible, after checking with the warehouse.

Duly note that there may be cases where we will have to retrieve the package. So please keep the items in their original condition without opening them.

Unfortunately, we are not offering exchanges at the moment.

Please contact the customer service to request a return, and place a new order.

In order to return any items, you must comply with the following.

• Return requests should be done within 14 days from the day of arrival.
• The items must be sealed, unused, and in the same condition that you received them.
• Any gifts that were given for free should be included as well.
• You must inform the customer service about the return in advance, and receive confirmation.

The return process is as follows:

1. Once you reach out to the customer service team regarding the return, you will receive a return label via e-mail. (Customer service email: help@lilyeve.us)
2. Please print out and bring the return label to the FedEx center, where you will submit the returning package. (You can print the return label at their center as well).
3. The refund will be processed once the package is returned and inspected by our warehouse, and they have confirmed that there are no issues found.
4. If the return is based on change of mind (ex. no longer need, not expected product), the customer is responsible for the round shipping fee.

▶ [Orders under $75] The value corresponding to the return label will be excluded from the refund, and so will the first standard shipping fee that you paid when placing the order.

▶ [Orders over $75] The value corresponding to the return label will be excluded from the refund, and so will the first standard shipping fee that you were not charged, for receiving free shipping.

▶ [Partial returns] The customer will be responsible for the return shipping fee of $7.11 (variable depending on the region).

Please read the regulations carefully and contact our customer service regarding the return.

We accept paypal and Shopify payment at the moment.

Please note that you do not have to be a member of paypal in order to use it. You may check out as a guest and still pay with your debit/credit card.

The refund process will depend on the payment gateway and the card company.

Even if we have processed a refund from our end, it may take longer for the 3rd party to approve it. In case you do not receive a refund for more than 2 weeks, please contact the card company.