Frequently Asked Questions
Items that are available for Pre-Order are typically our best-selling items that we have brought back due to high demand. These items often sell out very quickly, therefore we are excited to give you the opportunity to secure your size before it sells out again!
The process to Pre-Order an item is the same as normal products, however you will not be receiving your order within the normal shipping timeframe.
But not to worry! When the product is available to be shipped, you will be notified of the dispatch via email and will be sent a tracking number - there is no need for you to do anything further on your end! We will ensure your order is sent to you securely and safely.
We want to ensure you receive your Pre-Order items safely and securely when they arrive. Therefore, we charge a $10 Shipping & Handling Fee to cover the cost of the Express Shipping and logistical processes of your Pre-Order items.
Yes, you can! If you wish to cancel your Pre-Order item/s before they are dispatched, please email firstname.lastname@example.org as soon as possible.
Please note, if your order has been packed and is processed for dispatch, it cannot be cancelled. However, you are welcome to submit a return of the item/s should you wish to do so. All returns must follow our returns criteria as displayed on this page.
All Pre-Order items follow the same Returns Policy as outlined in this page.
Items that are available on Pre-Order will display a badge on the collection pages, product pages and is also displayed in the product name. Eg. "PREORDER Kaleho Lorena Shirt Dress - Popsicle Stripe". If an item is out of stock, and is something you would like to see in the future, please notify us by clicking the "REQUEST RESTOCK" button on the product page.
We cannot guarantee an item will come back in stock, however we always appreciate you knowing how much you love the item and are wanting to secure it in the future should it come back!
Payments & Gift cards
We accept American Express, Visa, and MasterCard Credit Cards, as well as AfterPay.
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 dIspatched.
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 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 a temporary authorisation charge which will release back to you.
Yes! You can apply multiple codes at check out. Simply enter the credit note, gift card and/or voucher code and hit apply until all have been applied.
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.
Shipping & Delivery
Your order will be dispatched from our Melbourne warehouse within 1 business day once placed unless otherwise noted.
Once fulfilled, you will receive an email with tracking information.
- Standard Shipping (2-7 Business Days)
- Orders > $150 | FREE SHIPPING*
- Orders < $150 | $7.95
- Express Shipping
- Orders > $250 | $11.95
- Orders < 250 | FREE EXPRESS
- Standard Post (5-15 Business Days)
- Orders > $300 | FREE SHIPPING*
- Orders < $300 | $12
Rest of World:
Please immediately call our customer care team at +61 3 9000 0524
They will not always be able to amend the order once placed but will do their absolute best to support you in altering the address.
products & sizing
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 get in contact with us so we can assist you further.
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'.
If you would like sizing information for a specific product, please contact us and one of our friendly customer care team members can assist you.
All products will have care information listed inside the garment or printed on a card in your order.
Please refer to this information carefully as any improper care may result in damages to the product that is not eligible for any returns or exchanges.
orders & returns
Unfortunately, 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.
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. 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.
- Please ensure you are labelling your return parcel with your original order number (Example: AU-123456) and sender details.
- 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 for assistance.
Our order may be fulfilled from multiple locations and may be split into more than one delivery.
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.
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.
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 locations page here.
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.
- Item/s must be returned in their original condition, unworn, unaltered, unwashed and have all tags still attached.
- Item/s must not have any dirty marks, make-up or fake tan marks.
- Item/s 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 delivery, Australian customers have 30 days to return their item/s.
- From the date of delivery, International customers have 30 days to return their item/s.
easy 30 day returns
Lodge your returns within 30 days of delivery for a full refund.*
On all orders over $150 within Australia and $300 within New Zealand.
have more questions?
Send us a message at firstname.lastname@example.org