Shopping Tote

Frequently Asked Questions

Account Information

+ How do I change my login information?
You can update stored information in your account at any time! Please click on the "Sign In" link at the top of the page. Click on "Change my Email Address or Password." From this page you can edit any of your saved information.

+ What is your Privacy Policy?
Please follow the link to view our Privacy & Security Policy.

+ How do I join the Lilly Pulitzer® mailing list and e-mail list?
To join our mailing list to receive catalogs, click on "Request a Catalog" at the bottom of the website under the "Shopping" section.
To get a squeeze on all the latest juice, join our email list by entering your email address in the "Let's Stay in Touch" box at the bottom of the website.

Merchandise

+ Do you carry a specific style/color/print/size?
Click on the "Search" box at the top of the website and enter the criteria you wish to locate on our website. If you want to search a style in our catalog, please enter the style # in the search box.

+ Do your styles run true to size?
Almost all of our styles run true to size, but check out the size guide for the most accurate details as well as our customer reviews! If you still have questions please call our Customer Care team at 1-888-725-4559 or email at service@lillypulitzer.com as they are very familiar with our product and are happy to answer any fit questions you may have.

+ Is gift packaging available?
Yes, for an additional charge of $2.00 per item. Most items may be gift wrapped, however if an item is unable to be wrapped it will be noted in the product description. At this time we are unable to wrap multiple items in one gift box - each item gets its own box.

+ Do you offer coupons?
No, we do not offer coupons. You can learn more about our coupons, sales, discounts & promo codes here.

Ordering

+ How do I place an order?
When you see an item you love, please specify the quantity, size, and color options you prefer then click on "Add to Tote." After you add an item you may continue shopping until you are ready to complete your purchase. At any time you can click on "My Tote" to confirm your items. After you have made any changes and updated the quantities as desired, click on "Checkout" to finish. You will then be prompted to fill out shipping and billing information. Finish by clicking "Place Order." Be sure to look out for a confirmation email in your inbox soon after. You may also place an order over the phone by calling 1-888-725-4559.

+ When I put something in my Shopping Bag, does it guarantee I have the merchandise?
You must "Checkout" to guarantee you have the merchandise. Unfortunately, if another customer buys the remaining stock of your item before you place your order, the item will be reported as unavailable when you go to checkout. But don't lose hope! If you still wish to purchase the item, you may contact Customer Care at service@lillypulitzer.com or call 1-888-725-4559 to locate the item in one of our stores.

+ Can I see a record of my transactions?
Yes, if you have registered an account with us. All of your past purchases on LillyPulitzer.com are safely stored and can be easily accessed by signing in to your account. Here you can check your order history and see all of the details regarding past purchases.
If you do not have an account, not to worry! You can still check the status of an order by clicking on "Order Status" at the top of our website or by contacting the Customer Care team at 1-888-725-4559 or service@lillypulitzer.com.

+ When placing an order I get an error message stating that there was an authorization failure. What does this mean?
An authorization failure could mean several things. First, please be sure that all billing information is correct. Second, be sure to check your expiration date on your card. Also, please be aware that we only accept Visa, MasterCard, and American Express for credit card payment. If you still have problems checking out, please call our Customer Care team at 1-888-725-4559 for assistance.

+ Can I modify my order?
In effort to ship your order as quickly as possible, the ability to make edits to your order is not always available. Please contact Customer Care at 1-888-725-4559 or at service@lillypulitzer.com immediately to see if it is possible to make a change to your order.

+ How can I send someone a gift?
Everyone loves the gift of Lilly! To send a gift, you will have the option to "Add Gift Wrap and Gift Message" to your purchase at checkout. Should you choose this option: a gift invoice with no price information will be included with the package as well as your personalized message on an adorable Lilly Card!

+ Does LillyPulitzer.com take telephone orders?
Yes! Please give us a ring at 1-888-725-4559

Payment

+ What forms of payment are accepted online?
We accept American Express, Visa, and MasterCard; Lilly Pulitzer® gift cards and e-gift certificates are also accepted. LillyPulitzer.com does not accept Discover, cash, checks, or money orders. Your credit card will be charged the day the merchandise is shipped.

+ Do you charge sales tax?
We are required by law to charge and collect taxes on products that we sell. Taxes are charged based on the tax laws applicable to the location to which the order is being shipped or delivered. During checkout, an estimated applicable tax will be added to your order. This may vary slightly from the actual amount of tax as a result of different tax rates that apply to the items and destination of your orders. The actual tax amount will be included with your shipping confirmation email.

We do not charge sales tax on the purchase of gift card or e-gift certificates; however items paid for with gift cards or e-gift certificates will be charged applicable sales tax.

+ What is the difference between a credit card authorization and settlement?
Authorizations: At the time your order is placed, a temporary authorization hold will be placed on your credit card. Please note, this is NOT an actual charge and this authorization hold will be removed within 1-3 business days of your order being shipped. This can vary based on your credit card or banking institution.

$1 Authorization: When you enter your credit card number online, it transmits immediately to your bank for verification. This verification will authorize and reverse for $1, which is instantaneous. On occasion, you may see this $1 authorization, but rest assured this will fall off of your account within a few days. When you submit your complete order, your bank authorizes your card for the entire order amount. We do not charge your credit card until the order actually ships out. You are only charged for the merchandise that has shipped.

Settlements: As soon as your order ships, your credit card will be charged only for the items shipped, including any applicable taxes. Please note, on occasion the authorization may still appear for a day or two after the items ship depending on your credit card or banking institution; however be assured you will only be charged once.

+ How am I charged if there is a partial shipment?
Partial Shipment Authorizations & Settlements: If your order does not ship complete at the same time, the remaining items that have not shipped will be re-authorized. On occasion the original authorization may still appear for a day or two, as well as the new authorization for the remaining items left to ship. As a result of multiple shipments against one order, you will see multiple settlements for the specific items shipped in each package. Please be assured those settlements will equal the total amount of your order.

+ What's the limit amount on a gift card?
The minimum amount of credit issued to a gift card is $25, maximum is $2,500.

+ What should I do if there is a pricing error?
All orders are subject to our approval. We reserve the right to limit quantities. We reserve the right to cancel any order. We are not responsible for typographical errors. Prices and availability are subject to change prior to shipment. Should this occur, you will be notified by email or phone, and given the option to accept these changes or cancel the order. We can't confirm the price of an item until you order; however, we do NOT charge your credit card until after your order has entered the shipping process. Despite our best efforts, a small number of the items on our site may be mis-priced. If an item's correct price is higher than our stated price, we will, at our discretion, either contact you for instructions before shipping or cancel your order and notify you of such cancellation.

Shipping

+ What are your shipping options and rates?
We ship to: Street addresses, P.O. Boxes, and Military APO/FPO addresses; All 50 states including the District of Columbia; U.S. Territory: Puerto Rico only; International Shipping is not available at this time.

Shipping rates are calculated according to the purchase value of your order. Each address you instruct us to ship to, including gift-recipient addresses, is considered a separate order and is subject to applicable shipping charges.

Shipping Methods Delivery Cost
Standard 2-5 business days
6-7+ days for Hawaii/Alaska
FREE for all orders
Two Business Days 2 days if by noon EST, excludes Saturday $20 for orders under $50
$25 for orders over $50
Next Business Day Next day if by noon EST, excludes Saturday $30 for orders under $50
$35 for orders over $50


A surcharge of $10 applies to all orders shipping to Alaska, Hawaii, and Puerto Rico. At this time we do not offer expedited shipping options on deliveries outside the continental US.

Saturday delivery is NOT available for Overnight and 2-Day expedited shipping. In order to receive your order in time for the weekend use the following guidelines:
  • *Next Business Day shipping: Please order by Thursday, no later than 12:00pm, EST
  • *Two Business Day shipping: Please order by Wednesday, no later than 12:00pm, EST
If you need to arrange Saturday delivery, please call 1-888-PB-LILLY and we will do our best to accommodate your request.

+ When will my order be shipped?
Pending order verification and credit approval, orders placed prior to 12pm, EST will be processed and shipped out from our warehouse within 2 business days.

+ When will my order be delivered?
Delivery schedules are estimated. Actual delivery times may vary depending on shipping locations. When estimating package delivery time, please allow time for credit approval, address verification and order processing. Orders that are successfully processed will ship via FedEx. FedEx does not guarantee when your shipment will arrive, but generally you can expect your package to arrive according to the below timeline based on the shipping method you select:
  • * Standard: 2-5 business days, 6-7+ days for Hawaii/Alaska
  • * Two Business Days: 2 days if ordered by noon EST, excludes Saturday
  • * Next Business Day: Next day if ordered by noon EST, excludes Saturday

+ Do you ship to addresses outside the United States?
Currently, we ship solely to the United States, including Alaska and Hawaii (shipments to Alaska or Hawaii will incur an extra $10 delivery charge) and Puerto Rico. If you are a Lilly Lover living abroad, please email us and tell us from where you'd LOVE to be able to buy!

+ Do you ship to PO boxes or Military APO/FPO addresses?
Yes, we can ship to both PO Boxes and Military APO/FPO addresses using FedEx SmartPost.

+ Will I receive an e-mail confirmation when my order is placed/shipped?
Yes. After you complete your transaction on LillyPulitzer.com, you will receive an order confirmation. Once the order has shipped, you will receive a shipping confirmation email that includes a FedEx tracking number.

+ How do I track my order?
There are three ways to track your order. 1) Log into your account by clicking on "Sign In" and select "Order Status". 2) If you do not have an account, you can visit our website www.lillypulitzer.com and at the top or bottom of the page, click on "Order Status" and follow the prompts and 3) Open your "Shipping Confirmation" email and click on the "Track It" link.

+ What should I do if there is a shipping error?
Whoops! In the event that we processed an order incorrectly, we will gladly replace or take back that item for a full refund at our expense. Please complete the Return/Exchange paperwork included in your shipment and indicate that the wrong item was shipped on your return form. You can also use our pre-paid, pre-addressed return UPS label to guarantee delivery to our warehouse.

Returns & Exchanges

+ What is LillyPulitzer.com's Return Policy?
CLICK HERE to view our entire Return Policy.

+ What is your sale return policy?
ALL SALE ITEMS ARE FINAL SALE AND ARE NOT ELIGIBLE FOR RETURN OR EXCHANGE.

+ How do I return or exchange my order?
CLICK HERE to view instructions on how to return or exchange an order.

+ How long does it take to get my exchange or refund?
We want you to receive your exchange or refund ASAP! You can expect your refund/exchange to process within approximately 14 days of us receiving your merchandise. Your banking institution may require additional days to process and post this transaction to your account once they have received the refund information from Lilly Pulitzer. Please allow 1-2 billing cycles from the day you return your package for your account to be credited.

+ What will it cost me to make a return or exchange?
If you use the prepaid shipping label obtained from LillyPulitzer.com, we will deduct $7.00 from the amount of your refund. If you pay the return postage yourself, you will not be charged a fee. Please note: shipping and handling charges for returns are non-refundable. Exchanges are free!

+ I gave a gift to someone; can they exchange it for something else?
Yes. If your gift recipient would like to return an item, they may do so for store credit only. Lilly Pulitzer® store credit is only redeemable at LillyPulitzer.com and Lilly Pulitzer® corporately owned retail stores. Alternatively, the gift recipient may elect to credit back the original form of payment submitted by the person who placed the gift order. Their preference must be advised on the Return and Exchange form included with the shipment.

If your gift recipient would like to exchange an item, please have them fill out the Return & Exchange paperwork and follow the instructions to return the item for a replacement or different item.

+ I would like to return an item I bought at a Lilly Pulitzer® Retail store. What do I do?
Please contact the store where you made your purchase for returns or exchanges.

+ Oh Shift! I have damaged merchandise, can I return it?
In the unlikely event that you will receive defective merchandise from LillyPulitzer.com, we will gladly replace or take back that item for a full refund at our expense. Please CLICK HERE to view instructions on how to return and be sure to indicate that the item was defective on your return form. However, if the item has been worn and damaged, we will be unable to accept the item for a return.

Stores

+ Where can I find a store that sells Lilly Pulitzer® by me?
Lilly Pulitzer® merchandise is available at Lilly Pulitzer® retail stores, Major Department stores, Specialty shops and Signature Stores. Use our store locator feature at the bottom of our website to find a store near you!

+ What is the difference between a Lilly Pulitzer® Retail Store and Lilly Pulitzer® Signature Store?
Since both Lilly Pulitzer® retail stores and Signature stores carry tons of Lilly, they seem like they are the same, but in fact they are two different types of Lilly Pulitzer® stores. A Lilly Pulitzer® Retail store is owned by the corporation behind the Lilly Pulitzer® brand, Sugartown Worldwide, LLC and Oxford Industries, Inc. A Signature Store is independently owned by fun folks that love Lilly all across the country. You can recognize Signature Stores by their cool, distinct names and features that are unique to each one. Shop with them, shop here, just have fun shopping with Lilly!

Technical

+ Is it secure to enter my credit card information online?
Yes, please see our Privacy & Security Policy.

+ What are cookies? Do I need to enable cookies on my browser to shop at LillyPulitzer.com?
Cookies are more than a dessert! A cookie is a small data file stored on your hard drive by websites that you visit in order to aid your interaction with the website and the website's performance. The cookie may contain information (such as a unique user ID) to track information on the pages of the sites you've visited. LillyPulitzer.com uses the information cookies capture to preserve the contents of your shopping bag between your visits. LillyPulitzer.com also uses cookies to measure activity on our site. This information allows us to make improvements and updates to enhance your LillyPulitzer.com experience. Parts of the site, such as the "Account" area, will not function if you have cookies disabled. You can set your browser to refuse cookies, or to alert you when cookies are being sent. If you turn off cookies or refuse them you will not be able to make a purchase from the site, nor will we be able to recognize you as a registered user to allow you access to your account information.

To enable or disable cookies on your browser, please consult your browser documentation or contact your software provider.

+ I'm having problems with the website, what do I do?
Please email us at Service@LillyPulitzer.com, and we'll see if we can fix the problem as soon as possible.

Contact Lilly

+ What if I have a question?
You mean we didn't answer everything here?? We will do our best to answer any questions that you may have. You may e-mail us at Service@LillyPulitzer.com or call us at 1-888-725-4559. We aim to respond to e-mails within 1 business day.

+ I have a store - how do I carry the Lilly Pulitzer® line?
Drop us a line at Service@LillyPulitzer.com.