Frequently Asked Questions

FAQs

ONLINE OUTLET SALE

 

What is the shipping fee for items in the Online Outlet Sale?

Our Outlet is currently available in the App only.

A flat rate $10 express shipping charge applies to Online Outlet Sale only orders within Australia.

For International Online Outlet Sale only orders, a flat rate of $20 standard shipping will apply.

Free shipping policy still applies with required non-warehouse sale spend. Please see our Shipping & Delivery page for more information.

 

Are returns accepted for items in the Outlet?

Please note: All items purchased from our Outlet are FINAL SALE. No returns are accepted, with the exception of faulty items. If you believe your item is faulty, please contact hello@tigerlily.com.au so we may assist you.

  

Stores


Where have we reopened our stores?

We have reopened our stores in Erina Fair, Byron Bay, Harbour Town, Claremont, Noosa, Miranda, Warringah, Bondi, Carindale and Kotara.For more information on individual stores, please review our Store Locator Page. 

 

Payments & Gift Cards

 

Please note: All prices, gift cards and payments are listed in AUD.

How long do I have to redeem my Gift Voucher or Credit Note?

Gift Vouchers and Credit Notes are valid for 3 years from the issue date. If you purchase a Digital Gift Card online, it may be used in-store and online.

Please note, gift vouchers and credit notes are non-refundable and are not redeemable for cash.  

Can I extend my Gift Voucher or Credit Note?

Due to stores closing on 30 March 2020 and re-opening starting 1 June 2020 we are extending vouchers valid and expiring during this period by 90 days from expiry date.

What forms of online payment do you accept?

We accept 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 Fulfillment Centre may be damaged or missing, we will contact you to arrange a refund or replacement item.

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 dispatched. 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.

 

What's the difference between Credit Note, Gift Card and Gift Voucher?

A credit note, gift voucher and gift card are all the same thing. Gift Cards are now issued as a code that is redeemable as a payment method at check out.

Can I apply more than one Gift Card to my order?

Yes! You can apply multiple Gift Card codes at check out. Simply enter the code and hit apply until all Gift Cards have been applied.

Shipping


How long will it take for my package to get to me?

We estimate that orders will leave our warehouse around 5 days after they are ordered. This is due to ongoing Covid-19 restrictions affecting our warehouse. Your package will be picked up by Australia Post. From here, please refer to their website and/or your tracking number for an estimate on when your order will reach you.

 

How much does shipping cost?
Please refer to the Shipping & Delivery page for rates. 

Do you offer Click and Collect?

We currently do not offer Click and Collect, but this is something we hope to offer soon. Keep up to date with our news so you know when it drops!

If I've entered the wrong address, what do I do?

Address Confirmation is given on the Review & Buy page as you checkout, so please take a moment to review it's correct. We will attempt to update any incorrect order details however we cannot be held responsible for an incorrect address being entered on your order.

If your order is processed and on it's way to you we unfortunately cannot update your details. You will need to refer to our Returns and Exchanges page for more information.

 


Orders & Returns

Can I cancel or make changes to an order once it has been placed?

Unfortunately no, once an order is placed it is immediately is sent to our warehouse for processing, therefore any changes or cancelling of your order is not possible. If you would like to return your item once received, please follow the return instructions down below.

I would like a different size. How do I arrange this?

Our online store does not facilitate the exchange of products at this time. 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.

Why did I only receive part of my order?

Your order may be fulfilled from multiple locations and may be split into multiple deliveries.

All orders are subject to availability. Please note, placing an item in your cart does not reserve the quantity. Only the final checkout and payment confirms your item.

During busy periods we may experience some stock discrepancies. If we are unable to fulfill your order we will process a refund for the unavailable item/s.

How do I contact you regarding my online order?

If you have any questions or require assistance relating to an online order, please contact us at hello@tigerlily.com.au.

I have an issue with a Tigerlily product purchased from another retailer. Can you help me?

Requests for returns, exchanges or refunds should still be directed to the original place of purchase. We’re happy to provide any product advice you need, please email us at hello@tigerlily.com.au.

Can my order be returned? What conditions need to be met?

Yes, as long as your return meets our returns conditions, it will be able to be returned.

Full Price Items

Full priced items are eligible for a full refund or store credit if the item/s meet our return conditions.

Promotional Items

Promotional items are eligible for a full refund or store credit if the item/s meet our return conditions. An item is considered on promotion when a promotional code is entered at the checkout and applies a discount to a full price item.

Clearance Items

Clearance items are final sale and are not eligible for a refund unless the item is faulty and meets the criteria for a refund. These items have their RRP crossed out and clearance price listed in red. In the event a promotional code is applied to a clearance item the item is not eligible for a refund.

Outlet Items

Online Outlet items are final sale and are not eligible for a refund unless the item is faulty and meets the criteria for a refund. These items have a FINAL SALE badge on the product page. In the event a promotional code is applied to a clearance item the item is not eligible for a refund.

Can I return swimwear?

Swimwear can be returned if it is unworn, and in its original condition with all tags and hygiene protection stickers attached. Returns will not be accepted if the protective hygiene strip is removed or altered.

Returns Conditions

  • Items must be returned in their original condition, unworn, unaltered, unwashed and have all tags still attached.
  • Items must not have any dirty marks, make-up or fake tan marks.
  • Items must not smell of perfume, deodorant, cosmetics or washing power.
  • Swimwear can be returned if it is unworn, and in its original condition with all tags and hygiene stickers attached.
  • Underwear must be worn when trying on swimwear for hygiene reasons.
  • When trying on footwear we advise using a clean surface as shoes with marked or dirty soles may not be accepted for return.
  • Customers are to cover the cost of the return postage unless your items are deemed faulty by our team.
  • From the date of purchase, Australian customers have 14 days to return their item/s.
  • From the date of purchase, International customers have 14 days to return their item/s.

For security and peace of mind, we strongly suggest using insured registered post as we are not liable for lost return parcels. Unless the item is deemed faulty by our team, we do not refund the cost of shipping.

Currently we do not offer exchanges.

Online purchases cannot be returned to a store or dropped off in person to any office or warehouse. Online purchases may only be returned by sending them to the returns address as per our returns process. If you have any questions, please contact customer service at hello@tigerlily.com.au for assistance.

Can I return beauty products or jewellery?

All purchases on beauty products and earrings are final sale. We will not accept returns on these items due to hygiene reasons. Jewellery such as rings, necklaces, bracelets and bangles may be eligible for a return provided they meet our returns conditions.

How do I return my Items?

If for any reason you are not satisfied with your purchase, please follow these steps for an efficient and easy return

  1. Head to our Returns Portal and follow the prompts.
  2. Take note of the return address on the confirmation page and your return request number (eg.#9A56EE). An email will also be sent to you with this information.
  3. Pack all items you would like to return in their original wrapping with your invoice in a secure carton or satchel.
  4. Attend your local Post Office and send your return package to the returns address from the confirmation page.

Once received in our warehouse, we will inspect and process the goods within 72 hours, and you should receive your refund within 1-5 business days from date of receipt.

We will email you confirmation of your refund back to your original payment method.

We do not offer a free returns service. We recommend 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 at hello@tigerlily.com.au for assistance.

Do you accept exchanges?

Currently we do not offer exchanges. To avoid disappointment, we recommend placing a new order for the item/s you would like to purchase, and returning your existing item/s for a full refund to our online warehouse following the steps listed above under “returning your item/s”.

What do I do if I have recieved the wrong item in my order?

We’re sorry if the item you received is not perfect. To resolve a faulty or incorrect item, please email us at customercare@tigerlily.com.au with your order number and a brief description of the fault or incorrect item. Images of the fault or incorrect item would be highly helpful and assist in resolving the matter efficiently.

Once assessed by our team, we will confirm next steps. Items deemed to have a major fault can be returned for a refund, credit note or an exchange for another item. Items deemed to have a minor fault may be able to be repaired for you. Please keep a copy of your return postage receipts as we will reimburse you for these costs if the item is deemed to be faulty.

Can I return my online purchase to a store?

Online purchases made via our website can only be returned online. Any purchases made in a Tigerlily store can be returned to any store and are eligible for a full refund on all full price and promotional sales within 14 days. Markdown styles are a final sale and cannot be exchanged or refunded. Our in-store returns policy differs slightly from our online policy. We recommend contacting your local Tigerlily store for more information. You can find our store contact details via our store locator.

 

Size Guide


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 Afterpay information 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. The size guide can also be found at the top of the website's menu, under 'Customer Care'.

The size guide can also be accessed here.

If you would like sizing information for a specific product, you can email hello@tigerlily.com.au and one of our friendly customer care team members can assist you.

 

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.

Work With Us


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.

Contact Us

I have another question! Who do I talk to?

Please contact customer service at hello@tigerlily.com.au for assistance.

Where can I learn more about Tigerlily?

Keep up to date with everything Tigerlily by signing up to our Mailing List. Just enter your email address in the Sign Up feature to the bottom of this page.

You can also check us out on Facebook or follow us on Instagram.

How can I contact you?

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

Please contact us by email at hello@tigerlily.com.au