FAQS

1. Shopping Online

2. Gift Cards

3. Delivery

4. International Delivery

5. Returns & Exchanges

6. Sizing

7. Other

8. Promotional T & C's

9. Faulty Candle Recall Information

1. Shopping Online

What forms of payment do you accept on Tigerlily Online?

We accept PayPal, American Express, Visa, and MasterCard Credit Cards, as well as AfterPay.

My order was confirmed but I have been contacted that an item is out of stock. Why is this?

On the rare occasions an item at our Fulfilment Centre may be damaged or missing and we will only find out when we go to pick your order. Although this does not happen often, we will contact you to arrange a refund or replacement item if this should happen.

How do I place a PayPal Order?

Simply browse the Tigerlily Online Store and add the items you want to your cart. When proceeding through the checkout process, select PayPal as your payment method. You will be redirected to PayPal to finalise your order. Once your order has been placed online you will receive two emails, one from PayPal to confirm your payment and one from Tigerlily Online to confirm the details of your order.

Why has my credit card has been charged an additional small amount?

All orders are subject to pre-authorisation checks to ensure sufficient funds are available and to confirm the validity of the payment method. The total amount of the order will be frozen on your account and this amount is taken when the order is despatched. Authorisations will appear as pending charges on your card, but you will only be charged once for a single order when it is despatched. Orders cancelled before shipment will still have this authorisation held. Some credit cards may be subject to a $1 authorisation check which will be released back to you. Some orders may be subject to small charge verification before they are approved for shipment. In these cases, a small amount between $0 and $1 will be held on your credit card and you will be asked to confirm this amount to validate your payment. This is not a charge, but an authorisation which will release back to you.

When is a size/product coming back into stock?

We understand it can be disappointing to find an item you love out of stock in your size. In order to keep our styles fresh, we generally don’t reorder sold out sizes or restock styles that have sold out. The best way to enquire about a particular style or size is to contact our customer service team and they may be able to locate your size in one of our stores. customerservice@tigerlily.com.au.

2. Gift Cards

Do you accept Gift Cards on Tigerlily Online?

No unfortunately. Currently we only offer Tigerlily Gift Cards instore. Gift Cards purchased instore may only be used instore.

3. Delivery

I’m trying to locate my order. How do I track my parcel?

You will receive a shipping confirmation email when your order is processed and this email will have a link to Track Your Order. Tracking data will not update until later that night, so don’t be worried if your tracking link doesn’t work right away.

Track your order by clicking the method your order was shipped:

AUSTRALIA: click here.

STANDARD INTERNATIONAL: click here.

EXPRESS INTERNATIONAL: click here.

If you have any further questions regarding shipping, please visit our shipping page or contact customer service by clicking here.

How much do you charge for delivery?

All displayed prices are in AUD

AUSTRALIA:
Australia Post Standard Delivery – Free
Australia Post Express Delivery – $14.99   

NZ & INTERNATIONAL:

Orders of $150 or more – Free (Standard Delivery)
DHL Standard Delivery - $15 Flat Rate
DHL Express Delivery - $30 Flat Rate

For more details on our shipping policy please visit our shipping page by clicking here.

How long will my order take to arrive?

***Please note, during weekend promotions and Mid Season Sale periods, we advice allowing an extra 1-2 business days for dispatch.

We offer Standard & Express Shipping Options for Australia, NZ & International.

Delivery times vary by destination & service. Please visit our Shipping Page for estimated delivery times by clicking here.

Do I need to do stay home to accept delivery?

Australia: All Tigerlily Online orders are shipped with a signature required. This means that if you are not there to sign for your order, or have instructed 'authority to leave' your order will be redirected to your nearest Post Office for collection. 

International: This varies by country and local customs and postal authorities. Please refer to DHL tracking or your local postal authority for standard shipping for further info regarding your order.

DHL STANDARD INTERNATIONAL: click here.

DHL EXPRESS INTERNATIONAL: click here.

Can I collect my order at a Tigerlily store?

No. Unfortunately at this stage all online orders must be sent to a nominated address or PO Box.

4. International Delivery

Do you ship internationally?

Yes, we are now shipping to selected international countries. For more details on our shipping policy and prices please visit our shipping page by clicking here.

How do I track my international order?

DHL STANDARD INTERNATIONAL: click here.

DHL EXPRESS INTERNATIONAL: click here.

If you have any further questions regarding shipping, please visit our shipping page or contact customer service by clicking here.

5. Returns & Exchanges

How do I return a product?

Your order confirmation email has instructions that explain the return process. If you are unsure of how the process works you can find more information at our Returns page or you can contact our customer service team for assistance.

If you're ready to return an item, start now at the Returns Portal.

How do I exchange a product?

Unfortunately at this time, our online store does not facilitate exchanging of products. We advise you to place an order for the correct item you would like and follow our returns process to return the unwanted item/s back to us.

I’ve sent some items back from my order. Have you received them?

If you return your items via Express Post they will normally arrive to our warehouse the next day and be processed within 48 hours for refund. You will receive an email from our returns department to notify you when the return has been processed. Please check your inbox to see if you have received this email from us. Returns sent via regular post can take 1-14 days in some cases, so please allow at least 7 days for us to receive your goods before contacting.

For the full Returns Process, please check our Returns page.

I'm returning some items from my order. Who pays for the returns shipping?

Unfortunately, we don't yet offer a free returns service.

For all change of mind returns, we recommend attending your local post office and selecting insured registered post as we are not liable for lost return parcels. If any of the items in your order were faulty, damaged or incorrect, please contact our customer service team to arrange a return postage label.

For further in depth information on warranties and faulty items, please contact our customer service team.
customerservice@tigerlily.com.au

6. Sizing

I need help with the sizing of a product. Where do I find this information?

All products on the site have a Size Chart link below the Add to Cart button on the product page. By clicking this link, you will be taken to the relevant sizing information for that product category.

Please note, these size charts are only a guide, but can give you a better idea of what size you might be. If you would like specific sizing information for a product you can email CustomerService@tigerlily.com.au and one of our friendly customer care team members can assist you.

7. Other

How do I apply for a position with Tigerlily?

Once you have found a position that is of interest to you, send a Cover Letter and your CV to careers@tigerlily.com.au Make sure to include the position title within your email subject line. Good luck!

For current vacancies, check out our careers page here.

Where are your store locations?

We have many stores and stockists around Australia plus our online store. For more details and to find your closest Tigerlily store, please visit our store locations page by clicking here.

Where can I learn more about Tigerlily?

Check us out on Facebook

Follow us on Instagram

View our latest pins on Pinterest

Or simply sign up to our newsletter and be the first to know about everything Tigerlily. Click here to sign up.

How can I contact you?

Our online store customer support is available 9am-5pm AEST Monday – Friday

Contact us by phone on 02 8362 1941 or send us an email 24/7 at customerservice@tigerlily.com.au.

Our head office postal address is:

Tigerlily
2/32 Ralph St,
Alexandria NSW 2015
AUSTRALIA

Note: No online orders will be accepted at this address.

    8. Promotional T & C's

    MIX & MATCH ANY 2 PIECES OF BIKINIS (AS MARKED) FOR $150

    Offer is available from 9.00pm Friday 5 April AEDT. Offer is available online and instore on bikini separates as marked. Price adjustments applied in shopping cart. While stock lasts, no rainchecks. AfterPay Available and Free Shipping Australia Wide.

    LAST CHANCE PRODUCTS

    All Sale & Last Chance Items are Final Sale and cannot be used in conjunction with any other offers. Sale & Last Chance items are not able to be refunded for change of mine. They can only be refunded where the item is faulty or incorrect item received.  

    $20 OFF YOUR FIRST ORDER - WELCOME CODE

    Your discount code is valid online only for 1 month and is subject to a minimum spend of $99. The code can only be used once per customer and cannot be used in conjunction with any other discount code. The offer is not available on prior purchases, gift cards, shipping & handling or taxes and can only be used online.

    9. Faulty Candle Recall Information

    A voluntary recall of our Glasshouse-manufactured candles occurred in 2014 for candles that did not have a batch code printed on the base. This recall was advertised in major newspapers in each state, signs put in our stores and an email sent to the Tigerlily email database. We further advertised the recall via a digital media campaign and eDM early in December 2015, and again in March of last year, in an attempt to broaden the exposure.

    The recall details can be seen on the ACCC website here. 

    If you require any additional information, our customer service team are available to answer any questions you may have. Contact us here.