Returns & Exchanges
How do I return a product?
Your order confirmation email has instructions that explain the return process. If you are unsure of how the process works you can find more information at our Returns page or you can contact our customer service team for assistance.
If you're ready to return an item, start now at the Returns Portal.
How do I exchange a product?
Unfortunately our online store does not facilitate exchanging of products. 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.
What's your instore returns policy?
Please note that Tigerlily Online cannot accept returns from instore purchases. We suggest heading to your closest Tigerlily Boutique to create your return.
Refunds and exchanges are accepted within 30 days of purchase on full price, unworn, unused items with the original tags attached upon presentation of receipt. No returns are permitted on earrings or sale items unless faulty or as required by Australian Consumer Law.
I’ve sent some items back from my order. Have you received them?
If you return your items via Express Post they will normally arrive to our warehouse the next day and be processed within 48 hours for refund. You will receive an email from our returns department to notify you when the return has been processed. Please check your inbox to see if you have received this email from us. Returns sent via regular post can take 1-14 days in some cases, so please allow at least 7 days for us to receive your goods before contacting.
For the full Returns Process, please check our Returns page.
I'm returning some items from my order. Who pays for the returns shipping?
Unfortunately, we don't yet offer a free returns service.
For all change of mind returns, we recommend attending your local post office and selecting 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 to arrange a return postage label.
For further in depth information on warranties and faulty items, please contact our customer service team.
If you receive something that you are unhappy with for any reason, simply return it to us within 30 days from date of purchase, in original condition and we will happily refund you the cost of the product/s*. We’re currently unable to process exchanges through our online store. To avoid disappointment, we recommend placing a new order for the item you would like to purchase and returning your existing item/s for a full refund to our returns address using our online returns portal.
We want you to be completely satisfied with your online purchase, therefore if you change your mind for any reason, we’ll gladly accept a return of any full priced item subject to the following conditions:
- the item must be returned within 21 days of purchase;
- items must be returned in original condition, unworn, unaltered, unwashed and with their tags attached;
- must not be marked as a SALE item on our website. Sale items can only be returned in cases where the product is faulty or the incorrect item is received.
- must not have any dirty marks, make-up or fake tan marks
- 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.
- 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 GIFT will unfortunately not be accepted.
Note: 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 this process. If you have any questions, please contact the customer service team for assistance.
Please follow the simple steps below:
- Head to https://tigerlily.com.au/a/returns and follow the prompts via the returns portal.
- 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.
- For security and peace of mind, we strongly suggest using insured registered post as we are not liable for lost return parcels. 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 currently 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.
Oh no! We are sorry if your purchase is not perfect. At Tigerlily we pride ourselves on sourcing the best quality fabrics for our beautiful garments and we are more than happy to repair, replace or refund your faulty item. If you have a faulty item please contact our customer care team via email at firstname.lastname@example.org for assistance. Please provide your order number and a brief description of the fault and we can help resolve this for you.