FAQs

Order Delays Notice

 
Order Delays
As a result of the current Covid-19 restrictions affecting our Melbourne warehouse, orders may take up to 5 days from when they are placed, until they leave our warehouse.
Our shipping partner, Australia Post is also experiencing longer than usual delivery times with some shipments. Unfortunately, these delays are out of our control and we apologise for the longer wait times.
 
Please reach out to our customer service team should you have any urgent queries:
customercare@tigerlily.com.au
Monday to Friday 9:30am – 4:30pm AEST
 

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 Vouchers


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

Gift vouchers are valid for 3 years from the issue date. Credit notes are valid for 6 months 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.

I have another question! Who do I talk to?

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

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 my 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?
For all Australian orders over $100 shipping is free. For orders to other locations we offer free shipping over $250. Shipping is charged at $9.99 for orders under $100 delivered within Australia. For orders overseas, shipping is charged at $15AUD.

Can I upgrade to express deliver?

Due to Covid-19 restrictions, Australia Post cannot guarantee their Express Shipping timings. To make sure we give can give you the best experience possible, we have temporarily paused offering express shipping.

Do you offer Click and Collect?

Due to Covid-19 we have paused offering Click and Collect. We hope to offer this service soon!

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

Entered the wrong address? Give us a call immediately on +61 3 9999 1248 to edit it before your order is dispatched. We will do our best to amend this before your order is dispatched, but we can not guarantee this will always be possible.

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.

I have another question! Who do I talk to?

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

Orders & Returns

 

Due to the effects of COVID-19, it is possible there will be a slight delay in processing returns. If you have any concerns please contact customer service at customercare@tigerlily.com.au.

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 customercare@tigerlily.com.au or call us on
03 9999 1248.

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 customercare@tigerlily.com.au or call us on 03 9999 1248.

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, such as “70% off Everything” where a promotional code is entered at the checkout and applie 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.

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 protection 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 30 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 customercare@tigerlily.com.au for assistance.

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 customercare@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 30 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.

I have another question! Who do I talk to?

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

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.

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

I have another question! Who do I talk to?

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

Candle Recall Information


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.

I have another question! Who do I talk to?

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

Contact Us


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 9.30am - 4.30pm AEST Monday – Friday

Contact us by email at customercare@tigerlily.com.au. You can also call us on +61 3 9999 1248.

I have another question! Who do I talk to?

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

Order Delays Notice

 
Order Delays
As a result of the current Covid-19 restrictions affecting our Melbourne warehouse, orders may take up to 5 days from when they are placed, until they leave our warehouse.
Our shipping partner, Australia Post is also experiencing longer than usual delivery times with some shipments. Unfortunately, these delays are out of our control and we apologise for the longer wait times.
 
Please reach out to our customer service team should you have any urgent queries:
customercare@tigerlily.com.au
Monday to Friday 9:30am – 4:30pm AEST
 

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 Vouchers


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

Gift vouchers are valid for 3 years from the issue date. Credit notes are valid for 6 months 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.

I have another question! Who do I talk to?

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

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 my 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?
For all Australian orders over $100 shipping is free. For orders to other locations we offer free shipping over $250. Shipping is charged at $9.99 for orders under $100 delivered within Australia. For orders overseas, shipping is charged at $15AUD.

Can I upgrade to express deliver?

Due to Covid-19 restrictions, Australia Post cannot guarantee their Express Shipping timings. To make sure we give can give you the best experience possible, we have temporarily paused offering express shipping.

Do you offer Click and Collect?

Due to Covid-19 we have paused offering Click and Collect. We hope to offer this service soon!

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

Entered the wrong address? Give us a call immediately on +61 3 9999 1248 to edit it before your order is dispatched. We will do our best to amend this before your order is dispatched, but we can not guarantee this will always be possible.

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.

I have another question! Who do I talk to?

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

Orders & Returns

Due to the effects of COVID-19, it is possible there will be a slight delay in processing returns. If you have any concerns please contact customer service at customercare@tigerlily.com.au.

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 customercare@tigerlily.com.au or call us on
03 9999 1248.

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 customercare@tigerlily.com.au or call us on 03 9999 1248.

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, such as “70% off Everything” where a promotional code is entered at the checkout and applie 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.

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 protection 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 30 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 customercare@tigerlily.com.au for assistance.

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 customercare@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 30 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.

I have another question! Who do I talk to?

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

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.

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

I have another question! Who do I talk to?

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

Candle Recall Information


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.

I have another question! Who do I talk to?

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

Contact Us


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 9.30am - 4.30pm AEST Monday – Friday

Contact us by email at customercare@tigerlily.com.au. You can also call us on +61 3 9999 1248.

I have another question! Who do I talk to?

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