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FAQs



Ordering

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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 us at 1.888.725.4559.

When I put something in my Shopping Tote, does it guarantee I have the merchandise?

You must complete "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 bottom of our website or by contacting the Customer Care team at 1.888.725.4559 or Service@LillyPulitzer.com.

Can I modify my order once placed?

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.

Can I cancel/modify my address on an order I've already placed?

If your order has yet to ship we will do our best to accommodate any address change requests if you contact our Customer Care team within 1 hour of placing your order. Please call us at 1.888.725.4559. Any changes made to your address after an hour may require an additional fee.

Once your order has shipped there is little we can do to modify it. However, FedEx Delivery Manager offers a free program for customizing your delivery options. Sign up for free at FedEx.com to change delivery address.

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, we will remove the price information from the gift invoice included in the package and we will add in a personalized message on an adorable Lilly Card!

Does LillyPulitzer.com take orders over the phone?

Yes! Please give us a ring at 1.888.725.4559.

My order was cancelled, what happened?

Orders may be cancelled for a variety of reasons including lack of inventory or system error. Lilly Pulitzer reserves the right to cancel any order due to unauthorized, altered, or ineligible use of promotional codes or merchandise. Any questions should be directed to customer service.

How does "Wait List" ordering work?

If you purchase an item on the website that is marked as a wait list item, then if it becomes available within 30 days of ordering, we'll charge your credit card and ship it. That's why we need your billing and shipping information. If your item does not become available by the Wait List expiration date (over 30 days), we will cancel your request.


Returns & Exchanges

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SALE RETURN POLICY:
ITEMS MARKED DOWN FOR THE AFTER PARTY SALE ARE NOT ELIGIBLE FOR RETURN/EXCHANGE
Lilly Pulitzer stores are unable to accept online sale returns. Item availability cannot be guaranteed until an order is placed and shipped.

**Due to high volume, orders could take up to 3 weeks to ship.

How do I return or exchange my order?

How to Complete a Return or Exchange

Step 1:

Form Icon

Fill out & Print:
Return Form OR Exchange Form

Step 2:

Box Icon

Securely pack up your
items with the return or
exchange form included.

Reminder:
Any free promotional gifts
must be sent back

When returning orders that include a Gift with Purchase, the Gift with Purchase MUST be returned to receive a full refund to your original form of payment. When exchanging an item of equal or lesser value, the Gift with Purchase may be kept.

Step 3:

Truck Icon

Click Here to Print a
Prepaid, Pre-addressed
Shipping Label >
OR SEND TO: Lilly Pulitzer
Attn: E-Commerce Returns,
Order #___________,
800 Third Avenue
King of Prussia, PA, 19406

Items eligible for return must have not been worn, altered, or washed, and have the original tags attached and accompanied by the original receipt or online confirmation order number.

We can only accept items purchased from our corporately owned retail stores or our website www.lillypulitzer.com.

We are unable to accept returns or exchanges for items purchased at Major department stores, Specialty Shops or Signature Stores.

Please note returns/exchanges may take up to 14 days to be processed.



For more information, take a look at our full Return & Exchange Policy.

Can I return items bought during a sale?

ALL SALE ITEMS ARE FINAL SALE AND ARE NOT ELIGIBLE FOR RETURN OR EXCHANGE.

How long does it take to receive an 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!

Can gifts be exchanged?

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 chosen on the Return and Exchange forms located on our site.

Can I return an item bought at a Lilly Pulitzer Retail Store?

Currently, items bought in Lilly Pulitzer Retail Stores can not be returned by mail. 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 have receive defective merchandise from LillyPulitzer.com, we will gladly replace or take back that item for a full refund at our expense. Please view instructions on how to return and be sure to indicate “Other” as your reason for return with a comment that your item was received defected on the return form. Please keep in mind that if the item has been worn and damaged, we will be unable to accept the item for a return.


Payment

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What forms of payment are accepted on the website?

We accept the below forms of payment. For more information, read about Payment Methods & Inquiries

Is sales tax charged?

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.

Why was my credit card charged before my order shipped?

When an order is placed, a temporary authorization hold will be placed on your credit card. 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.

When entering in your credit card number for the first time, your bank may authorize and instantaneously reverse in the amount of $1. On occasion, you may see this $1 authorization, but rest assured this will fall off of your account within a few days. We do not charge your credit card until the order actually ships out. You are only charged for the merchandise that has shipped.

What's the difference between a credit card authorization and a 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 should I do if I suspect there is a pricing error?

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. 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.

What are the limits on gift card amounts?

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


Shipping & Delivery

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After Party Sale Shipping

Items purchased during the After Party Sale will ship using the ground shipping method only.
Due to high volume, orders could take up to 3 weeks to ship.

What are your offered shipping methods and rates?

Method Cost Delivery *once shipped
Economy
(USPS)
FREE 3-6 business days
10+ Days for Hawaii/Alaska/Puerto Rico
25+ Days for APO/FPO/DPO
Ground
(FedEx)
$5 2-5 business days
7+ Days for Hawaii/Alaska
2-Day Express
(FedEx)
$20 for orders $49 or less
$25 for orders $50+
2 days if ordered by noon EST
No Saturday Delivery
Next Day Express
(FedEx)
$30 for orders $49 or less
$35 for orders $50+
Next Day if ordered by noon EST
No Saturday Delivery
Not Available for Hawaii/Alaska


For more information, see Shipping Methods

When will my order ship and how long will it take to be delivered?

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.

Delivery schedules are estimated and may vary depending on shipping locations. Please allow time for credit approval, address verification and order processing. Orders that are successfully processed will ship via FedEx or FedEx SmartPost. 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:

  * Economy: 3-6 business days, 10+ Days for Hawaii/Alaska/Puerto Rico
  * 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


For more information see Shipping Methods

How will I know if my order has been shipped?

After you complete a transaction on our site, you will receive an order confirmation. Once the order has shipped, you will receive a shipping confirmation email that includes a FedEx tracking number.

Where do you ship to?

Currently, we only ship 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!

How do I track my order?

There are three ways to track your order.
1) Log into your account by clicking Sign In located in the header and select "Order History” once you in your account.
2) If you do not have an account, you can check you order using our Order Status tool.
3) Open your Shipping Confirmation email and click on the "Track It" link.

What should I do if I suspect 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 Form or the Exchange Form located on our site and indicate "wrong item” as your reason for return. You can use our pre-paid, pre-addressed return UPS label to guarantee delivery to our warehouse.


Account & Technical Help

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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” in your account and 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 email list?

To get a squeeze on all the latest juice, join our email list by entering your email address in the email sign up section in the footer of the website.

Is it secure to enter in 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 still having problems with the website, what should I do?

Please email us at Service@LillyPulitzer.com, and we'll see if we can fix the problem as soon as possible.


Merchandise

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How can I find a specific style/color/print/size?

Click on the Search link at the top of the website and enter the criteria you wish to locate. If you want to search a style from our catalog, please enter the style # in the search bar.

Do your styles run true to size? Where can I find size guides?

Almost all of our styles run true to size. However, we have some great tools on the website to help you choose a size that will fit.

The truefit tool, found near the size selections on all of our product pages, can recommend the best size for you based on the 60 second truefit survey. Size guides providing more detailed measurements can also be found on any of our product pages, or you can view them here.

If you are still unsure of which size will fit you the best please contact our customer service team at 1.888.725.4559 or email at Service@LillyPulitzer.com. They are very familiar with our products and are happy to answer any fit questions you may have.

Do you offer coupons? Where can I learn more about promotions?

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


Stores

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Where can I find a Lilly Pulitzer Store near me?

Use our store locator to find a store near you!

What is the difference between a Lilly Pulitzer Retail store and other stores I see that sell Lilly Pulitzer Product?

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!

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

Drop us a line at Service@LillyPulitzer.com

CONTACT US

Call us at 1.888.725.45591.888.725.4559

Monday - Friday:
8AM - 7PM,
Saturday: 9AM - 5PM

Service@LillyPulitzer.com