FAQs

WHEN WILL STORES RE-OPEN?

We have reopened our stores in Erina Fair, Byron Bay, Harbour Town, Claremont and Noosa, Miranda, Warringah, Bondi, Carindale and Kotara.

For more information on individual stores, please review our Store Locator Page

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. 

Online credit notes and gift vouchers can be used both online and in-store. 

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. 

WILL THERE BE A DELAY IN RECEIVING MY ONLINE ORDER?

Our shipping partner is Australia Post and they are fully operational. 

Due to new social distancing and health guidelines, Australia Post is 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. 

For delivery updates on your shipped order please visit auspost.com.au with your tracking ID. 

Customers outside of Australia should also keep an eye on updates to your national postal service regarding your local delivery. 

I WOULD LIKE A DIFFERENT SIZE. HOW DO I ARRANGE THIS?

Our online store does not facilitate exchanging 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 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 you ordered.

HOW DO I CONTACT TIGERLILY REGARDING MY ONLINE ORDER?

If you have any questions or require assistance relating to an online order, please contact us at customerservice@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 customerservice@tigerlily.com.au or call us on 03 9999 1248. 

 

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 Fulfillment 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 bag. 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 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.

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 inquire 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.

 

GIFT CARDS

 

DO YOU ACCEPT GIFT CARDS ON TIGERLILY ONLINE?

Currently we only offer Tigerlily Gift Cards in-store. Gift Cards purchased in-store may only be used in-store.



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.

How much do you charge for delivery?

All orders above $100 qualify for free shipping. 

STANDARD RATES: 
Australia Post Standard Delivery – $9.99
Courier Express Delivery  – $14.99   

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 Sale periods, we advise allowing an extra 1-2 business days for dispatch.

We offer Standard & Express Shipping Options for Australia.

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.  

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.



RETURNS AND EXCHANGES

 

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 customerservice@tigerlily.com.au.

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 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.

 

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.

If you qualified to receive a FREE GIFT with your order, it must also be returned in order for your return to be processed. Any orders returned without their FREE GIFT will unfortunately not be accepted.

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 customerservice@tigerlily.com.au for assistance.

 

RETURNING YOUR ITEM/S

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

Head to our Returns Portal and follow the prompts.

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.

Pack all items you would like to return in their original wrapping with your invoice in a secure carton or satchel.

Attend your local Post Office and send your return package to the returns address from the confirmation page.

Please allow up to 7 business days for us to receive your return.

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 customerservice@tigerlily.com.au for assistance.

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”.

FAULTY OR INCORRECT ITEMS

We’re sorry if the item you received is not perfect. To resolve a faulty or incorrect item, please email us at customerservice@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.

IN-STORE RETURNS

Online purchases made via our website can only be returned online. Any purchases made in a Tigerlily store must be returned to the store it was purchased from and are only eligible for a store credit. 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.

 

HAVE ANOTHER QUESTION?

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

 

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 Bag 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.

 

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 email at customerservice@tigerlily.com.auYou can also call us on  +61 3 9999 1248.

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

 

 

PROMOTIONAL T & C'S

END OF SEASON SALE - FINAL MARKDOWNS

 Prices as marked. Promotion runs in-store and online from the 25th of June 2020 until the 6th of July 2020. Cannot be used in conjunction with any other offer or promo code inclusive of welcome vouchers. Offer is available for a limited time only, while stock lasts.

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 mind. They can only be refunded where the item is faulty or incorrect item received.  

GWP GLASSHOUSE CANDLE PROMOTION

Free Glasshouse Candle with purchases over $250 is available online at tigerlily.com.au and in Tigerlily full price retail stores. $250 cart value must be on full price styles only, candle must also be added to cart prior to checking out for promotion to be redeemed. Glasshouse candle is valued at $45 RRP and cannot be added once order has been completed. Promotion is valid from 6am on Friday 25th October 2019 for limited time only and while stock lasts.

CLICK FRENZY PROMOTION

Click Frenzy Up To 80% off promotion is exclusively available online at tigerlily.com.au from 7pm Monday 11th November 2019 until Midnight Wednesday 13th November 2019. Discount is automatically applied to the products original retail price and is valid on selected styles only for a limited time. All purchases of Click Frenzy Up To 80% Off styles are final unless product is deemed faulty.

$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 for their first order 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.

SUMMER SWIM | 2 FOR $120

2 for $120 Bikini promotion is valid on Full Priced Bikini Tops and Bottoms from Monday 18th of November 2019 in Tigerlily full price retail stores, online at Tigerlily.com.au and Tigerlily.co.nz. Discount is automatically applied at the checkout, cannot be used in conjunction with any other offer or promo code inclusive of welcome vouchers. Offer is available for a limited time only, whole stock lasts.

20% OFF CO-ORDINATES PROMOTION

20% Of Co-Ordinates promotion applies to Tigerlily products featured in the following categories. Bikini Tops, Bikini Pants, Women's Pants, Women's Skirts, Women's Shorts, Women's Tops & Women's Jackets. Discount is applied when two items or more from these categories are added to cart. Offer cannot be used in conjunction with other promotions, coupon vouchers or welcome codes. Valid online from 6pm AESDT Tuesday November 5th until midnight Monday 11thNovember 2019. Discount is automatically applied at cart.

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.