Frequently Asked Questions
WILL THERE BE A DELAY IN RECEIVING MY ONLINE ORDER?
As a result of the current Covid-19 restrictions affecting our Melbourne warehouse and a higher than usual volume of orders, there will be longer than standard delivery times over the coming weeks.
Once we receive an update on your order, we will forward this information to you.
We sincerely apologise for the inconvenience this may cause you.
Please reach out to our customer service team should you have any urgent queries - firstname.lastname@example.org, Monday to Friday 9:30am – 4:30pm AEST.
Our shipping partner is Australia Post. 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.
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.
WHEN WILL STORES RE-OPEN?
We have reopened our stores in Erina Fair, Byron Bay, Harbour Town, Claremont, Noosa, Miranda, Warringah, Bondi, Carindale and Kotara.
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.
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 TIGERLILY REGARDING MY ONLINE ORDER?
If you have any questions or require assistance relating to an online order, please contact us at email@example.com 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 firstname.lastname@example.org or call us on 03 9999 1248.
WHAT FORMS OF PAYMENT DO YOU ACCEPT ON TIGERLILY ONLINE?
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.
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. Send an email to email@example.com.
I’M TRYING TO LOCATE MY ORDER. HOW DO I TRACK MY PARCEL?
You will receive a shipping confirmation email when your order has been 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.
Australia Post Standard Delivery – $9.99
Due to the effects of Covid-19 on delivery times, we have paused offering Express Shipping.
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.
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?
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?
All online orders are sent out from our Melbourne warehouse to a nominated address or P.O Box and cannot be collected from one of our Tigerlily stores.
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 firstname.lastname@example.org.
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 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 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.
- 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 email@example.com 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 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 firstname.lastname@example.org for assistance.
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 email@example.com 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.
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.
HAVE ANOTHER QUESTION?
Please contact customer service at firstname.lastname@example.org for assistance.
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 email@example.com and one of our friendly customer care team members can assist you.
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 firstname.lastname@example.org 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?
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.
HOW CAN I CONTACT YOU?
Our online store customer support is available 9.30am - 4.30pm AEST Monday – Friday
Contact us by email at email@example.com. You can also call us on +61 3 9999 1248.
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.