AT YOUR SERVICE

Below are answers to our most frequently asked questions. Anything else, please email us anytime at Service@LillyPulitzer.com, or call 1-888-PB-LILLY 9-5 (Eastern) M-F and 10-4 on Saturday.

My Account
Order Information
Payment
Online Credit and Gift Card
Shipping
Returns & Exchanges
Product
Marketing and Events
Security
Customer Care

My Account

How do I change my login information?

You can update stored information in your account at any time! To view or change your existing account information or password, please sign in to “My Account” using your current e-mail address and password. Click on “Edit Email Address/Password” on the right side of the screen under “Account Details.” From this page, you can edit your saved account information. Please be sure to click "Continue" when you have finished.

Order Information

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 Shopping 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 "Shopping Tote" to confirm your items. After you have made any changes and updated the quantities as desired, click on "Go to Check Out" to finish. You will then be prompted to fill out shipping and billing information. Finish by clicking “Place Your 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-PB-LILLY.

When I put something in my shopping tote, does it guarantee I have the merchandise?

You are guaranteed that the correct availability is reported when you select the item you would like to place in your shopping tote. Unfortunately, if another customer buys the remainder stock of your item before you make your purchase, the item with 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 a Lilly Pulitzer Customer Care Associate at Service@LillyPulitzer.com or call 1-888-PB-LILLY to locate the item in one of our stores.

Can I see a record of my transactions?

All of your past purchases on LillyPulitzer.com are safely stored and can be easily accessed by registering with us in “My Account.” Here you can check your order history online in the Order History area of your account. All of the details regarding past purchases will be conveniently stored for you in an organized listing. You can also check the status of an order by visiting the “Order Status” section of LillyPulitzer.com, or by contacting Lilly Pulitzer Customer Care at Service@LillyPulitzer.com or 1-888-PB-LILLY.

When placing an order I get an error message stating that there has been 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.

Can I modify or cancel my order once it is submitted?

Unfortunately once an order has been placed, we cannot modify or cancel an order.

How can I send someone a gift?

Everyone loves the gift of Lilly! To send a gift, you will have the option to gift wrap your purchase at checkout. Should you choose this option, a gift invoice with no price information will be included with your package.

You may also include a personalized gift message on an adorable Lilly card! At Step 2 of the checkout process, you will have the option to enter a gift message before checkout.

Do you do backorders?

On LillyPulitzer.com, what you see is what you get. If an item flies out of stock, we are unable to fulfill any more orders for that item. However, we can search for the item in one of our stores!

To begin the hunt, please click on “Let Lilly Find it” from any product page. A Customer Care Associate will try to find it for you at one of our retail locations. Or you can contact Lilly Pulitzer Customer Care directly by e-mail: Service@LillyPulitzer.com or phone: 1-888-PB-LILLY.

Does LillyPulitzer.com take telephone orders?

Yes! Please give us a ring at 1-888-PB-LILLY!

Payment

What forms of payment are accepted online?

LillyPulitzer.com accepts the following forms of payment: American Express, Visa, and MasterCard. Your credit card will be charged the day the merchandise is shipped. LillyPulitzer.com currently does not accept checks, cash or money orders. We do not currently accept PayPal. If you think we should, please e-mail your suggestion to Service@LillyPulitzer.com.

Do you charge sales tax on any item?

Sales tax will be added for taxable items in deliveries to the following states: California, Connecticut, Florida, Georgia, Illinois, Nevada, New Jersey, New York, South Carolina, and Texas. The tax rate applied to your order will be the combined state and local rate for the address where your order is shipped. Shipments to any other state will not be charged tax.

Online Credit & Gift Card

What is Lilly Pulitzer online credit and how do I get it?

Online Credit is credit that may be used to purchase future orders only on LillyPulitzer.com. You may receive Online Credit two ways:

1) A return that is refunded as Online Credit because it did not meet our Return Policy guidelines, or was specified to “Receive Online Credit” on the Return Card included with your purchase.

2) You may also receive Online Credit if you do not use the total credit amount in an online gift card. To use your online gift card, enter in the code provided in the gift card e-mail sent you received. Any remaining credit will be stored under in your account as Online Credit.

To redeem your online credit, please sign in with the e-mail address you received your order confirmation or online gift card.

How do I obtain the balance of my online credit?

You can view your LillyPulitzer.com credit balance in “View Order History” in your “My Account” page. You may also obtain your balance of Online Credit by e-mailing Lilly Pulitzer Customer Care at Service@LillyPulitzer.com or call 1-888-PB-LILLY.

How do I redeem my online gift card?

After you have made your selection, proceed to the checkout. When prompted for billing information, enter the gift card code you received in the e-mail in the box labeled “Source Code”. Once you enter your gift card code information, click on “Place Your Order”. Your credit will appear in the total. If the gift card amount is less than the total price of your purchase, you will be prompted to enter credit card information to cover the remainder.

What’s the limit amount for a gift card?

The minimum amount of credit issued to a gift card is $25, maximum is $2,500.

Shipping

What are your shipping options and rates?

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.

Ground Shipping: $7 for orders under $200, and $10 for orders over $200.

2-Day Express Shipping: $20 for orders under $200, and $25 for orders over $200.

Overnight Shipping: $30 for orders under $200, and $35 for orders over $200.

A $10 surcharge 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.

Please note, UPS does not offer Saturday delivery. In order to receive your order in time for the weekend use the following guidelines:
Overnight Shipping: please order by Thursday at Noon Eastern Standard Time
2nd Day: please order by Wednesday at Noon Eastern Standard Time
If you need to arrange Saturday delivery, please call 1-888-PB-LILLY and we will do our best to accommodate your request.

Please note, all orders totaling over $1,000 in value will require signature upon delivery. Please contact us at 1-888-PB-LILLY to place an order over $1,000 without signature requirement.

When will my order be shipped?

Pending order verification and credit approval, orders placed prior to 10 pm Eastern Time will be processed and shipped out from our warehouse within two business days. (Saturday, Sunday and holidays are not considered business days.)

When will my order be delivered?

Orders that are successfully processed are shipped via UPS Ground unless an expedited UPS service is chosen. UPS doesn’t guarantee when your shipment will arrive, but generally you can expect your package to arrive according to the below timeline based on the service level you select (please note these are AFTER we ship it out):

Standard Ground: Within 7 business days

2-Day: Within 2 business days

Overnight: Next business day! (by end of day)

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.

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). 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?

We currently do not ship to PO Boxes or Military APO/FPO addresses. Please call 1-888-PB-LILLY or visit our online store locator to find the store nearest you.

Will I receive an e-mail confirmation/shipment tracking number?

After you complete your transaction on LillyPulitzer.com, an e-mail containing the order confirmation number will be sent to your specified e-mail address. Once your order has shipped, you will receive an e-mail with a UPS tracking code that will update you with the status of your shipment at any time once it ships, by clicking on Order Status within My Account.

How do I track my order?

After you complete your transaction on LillyPulitzer.com, an e-mail containing the order number will be sent to your specified e-mail address. To track your order, log in to “MY ACCOUNT” and click “Order Status.” The order number from your e-mail will be listed with its status. If your order has shipped, you’ll be able to find your tracking number in Order Status as well.

Can I ship to an address other than my own?

Yes, you can ship to another address besides your own. When prompted to fill out shipping information, specify the shipping address you wish to send your purchase. When prompted for the billing address, fill out your own address.

Returns & Exchanges

What is LillyPulitzer.com’s Return Policy?

JUBILEE SALE (November 12-15, 2009) RETURN POLICY: All accessories and shoes purchased through this online sale are FINAL SALE and returns will not be accepted. Clothing may be returned within 30 days of purchase for credit only to your online LillyPulitzer.com account.

Lilly Pulitzer will gladly accept merchandise returns for a full refund within thirty (30) days from the date of delivery with a copy of the original invoice.

We will only accept returns for items that have not been worn, altered or washed. Swimwear and footwear returns must be in the original condition. All tags must be attached.

For returns received more than 30 days after the order shipped to you, we will provide Online Credit for the purchase price if the item is accompanied by a copy of your original invoice.

If no copy of your original invoice is included with your return, we will provide Online Credit in the amount of the current selling price of the item.

Online Credit is ONLY REDEEMABLE AT LILLYPULITZER.COM. Online Credit may not be used at Lilly Pulitzer Retail Stores, Lilly Pulitzer Via Shops, Department Stores, or any other locations that sell Lilly Pulitzer merchandise.

Returns are accepted by mail; please note: shipping and handling charges for returns are non-refundable.

Items purchased at major department stores or at any other store selling Lilly Pulitzer merchandise may not be returned to LillyPulitzer.com.

We’re sorry, but we cannot provide a refund or store credit for items returned over 12 months after the original purchase date.

Upon receipt of returned goods, Lilly Pulitzer reserves the right to deny credit if the merchandise does not meet return policy requirements.

How do I return or exchange my order?

We want to make your refund or exchange experience a day at the beach. On the return form enclosed with your purchase, please note the reason for the return in the space indicated. Place the packing slip and the merchandise you wish to return in a secure package (we advise that you maintain a copy of your packing slip for your records). If you do not have your packing slip, please contact Lilly Pulitzer Customer Care by email at Service@LillyPulitzer.com or call 1-888-PB-LILLY and we will send you a new one.

Please attach the pre-paid, pre-printed label (included with your purchase) to the outside of your package. Please be sure to fill in your name, address and zip code in the space provided at the top of the return label and maintain the bottom portion of the label containing the tracking information for your records.

Take the package to any UPS Store, UPS Drop Box, UPS Customer Center or any UPS Authorized Service Outlet (ASO). You may also give the package to any UPS Driver. To locate the nearest UPS Drop Off Center please call UPS at 1-800-Pick-UPS (1-800-742-5877) or visit the UPS website at www.ups.com.

No additional postage is required. When using our return label we will deduct $7.00 from the amount of your refund. At this time we do not offer this service for returns sent from Alaska or Hawaii.

If you no longer have your return label, please return your package to us via a trackable, insured mail service to the address listed below. Lilly Pulitzer is not responsible for items damaged or lost in transit.

LillyPulitzer.com merchandise can only be returned to the below address and/or to Lilly Pulitzer retail stores. If you cannot return the package by mail, please use the Store Locator found at LillyPulitzer.com or by email at Service@LillyPulitzer.com to find a Lilly Pulitzer Retail Store near you. LillyPulitzer.com returns cannot be made at department and specialty store locations

LILLY PULITZER E-COMMERCE RETURNS

800 Third Avenue

King of Prussia, PA 19406

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 should I do if there is a shipping error?

Whoops! In the event that we processed an order incorrectly or sent an incorrect item, we will gladly replace or take back that item for a full refund at our expense. Please use the prepaid UPS shipping label included in your shipment and indicate that the wrong item was shipped on your return form.

What will it cost me to make a return or exchange?

If you use the prepaid shipping label included with your purchase, 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.

I gave a gift to someone; can they exchange it for something else?

If your gift recipient who would like to return an item, they may do so for Online Credit at LillyPulitzer.com. Online Credit is only redeemable at LillyPulitzer.com. 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.

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 use the prepaid UPS shipping label included in your shipment and 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.

Product

I saw an item on the website, and now it has disappeared. Why?

Lilly Lovers love to shop! Our quantities are limited and may sell out fast. If there is an item that you are interested in, but is no longer on the site or not available in your size, you can try to find it in a Lilly Pulitzer Retail Store by using our “Let Lilly Find it” feature.

Do you carry a specific style/print/size?

Click on the Search box and enter the criteria you wish to find on LillyPulitzer.com. You can search by style name, size, color, print, item type and more. If you want to search a style in our catalog, just enter the style # in the search box. Once entered, you will be taken to a page with a list of all items on our site that match your search criteria.

Do your styles run true to size?

All of Lilly Pulitzer's styles run true to size. If you are unsure about sizing please check your measurements against our Size Guide.

We offer three pant styles:

Palm Beach Fit - Sits 2” below natural waist.

Main Line Fit - Sits 1” below natural waist with a fitted curvy look at waist and hip.

Resort Fit - Sits 1” below natural waist with a relaxed, straighter look, at waist and hip.

Our Customer Care Associates are very familiar with our product and are happy to answer any fit questions you may have. Please reach out to them at 1-888-PB-LILLY or Service@LillyPulitzer.com.

What stores in my area carry Lilly Pulitzer?

Refer to “Stores” on LillyPulitzer.com for our full store listing. If you would like to find a specific item, “Let Lilly Find it” will search our stores for you. Just fill out the style, color, and size of the item you are looking for and a representative from one of our retail stores will contact you.

Marketing and Events

Do you offer a catalog?

Yes! Lilly Pulitzer offers at least one catalog per season. Please register to receive our catalog by clicking on “Request a Catalog,” or by contacting Lilly Pulitzer Customer Care at Service@LillyPulitzer.com

How do I join the Lilly Pulitzer mailing list to stay in the know?

To get a squeeze on all the latest juice, join our email list by entering your email address in the “Join Our Email List” box on the lower left corner of any page on the website, then click “Submit”. You will automatically have access to all of our email updates covering information about our products and services!

If you ever wish to unsubscribe from promotional emails, go to "My Account" and sign in with your current email address and passwrd. Click "Edit Communication Options" on the right side of the screen under "Account Details." Uncheck the box next to "Email" and you will no longer receive Lilly Pulitzer promotional updates. Unchecking the "Email" box will not prevent you from receiving Order Invoice and Shipping Update emails pertaining to your order.

Where can I find an in-store event happening near me?

This year we are celebrating our Jubilee, 50 years of colorful life! To join in our celebrations occurring across the country, enter the Jubilee section of the site and click on “Events”.

To find in-store events in your neck of the woods, enter “Stores” from the top bar. Click on store names in your area to access their homepage where they may list their upcoming in-store events.

Security

Is it secure to enter my credit card information online?

Yes, please see our Security & Privacy Policy.

What is your Privacy Policy?

Please follow the link to view our Security & Privacy 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 “My 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.

Customer Care

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-PB-LILLY (9:30-5 M-Thursday, and 9:30-noon Friday). We aim to respond to e-mails within 1 business day.

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.

Is gift packaging available?

Yes, for an additional charge ($7.00) per item, most items may be gift packaged in our signature gift packaging. If an item is unable to be gift wrapped, it will be noted in the product description. At this time we cannot wrap multiple items in one gift box – each item gets its own box.

Please note: Women’s and Girls’ merchandise arrives in a pink box; Men’s and Boys’ will arrive in a navy box.

I have a store - how do I carry the Lilly Pulitzer line?

Drop us a line at 1-888-PB-LILLY or Service@LillyPulitzer.com.

Will you provide extra buttons/trim?

Every season we feature numerous types of buttons and trim on our merchandise. Since the styles are always changing, we are unable to offer replacement stock of buttons and trim.

What is the difference between a Lilly Pulitzer Retail Store and Lilly Pulitzer Via Shop?

Lilly Pulitzer merchandise is available at major department stores, specialty shops, Lilly Pulitzer Retail Stores and Via Shops. Since both Lilly Pulitzer Retail Stores and Via Shops 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, Inc, whereas a Via Shop is independently owned by fun folks that love Lilly all across the country. You can recognize Via Shops by their cool, distinct names and features that are unique to each one. Shop with them, shop here, just have fun shopping with Lilly!

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