Frequently Asked Questions
Ordering
Expand AllHow do I place an order?
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?
Can I see a record of my transactions?
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?
Can I cancel/modify my address on an order I've already placed?
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?
Why should I send a gift using GiftNow?
Find & Send the Perfect Present in a Flash with GiftNow
Here are some of the benefits of using GiftNow to send gifts:
For the Gift Sender:
- Easy to send products as personal gifts
- You don't have to guess size or color — the recipient gets to choose
- Don't know their shipping address? They fill it in when they accept your gift!
- Perfect solution for that last minute gift!
- It's a gift! The price remains hidden
For the Gift Recipient:
- Easily adjust to your favorite color and fill in your size
- Hassle free exchange — before the gift ships
- Convenient delivery — fill in your preferred shipped address
- Send a thank you note when accepting your gift
Does LillyPulitzer.com take orders over the phone?
My order was cancelled, what happened?
How do I place a large group or corporate order?
How do I host a Lilly Pulitzer Corporate Gifting Suite?
Returns
Expand AllHow do I return my order?
How to Complete a Return
Complete Your Return In A Few Quick Steps
Fill out the Returns Form online
Print your form & packing slip
Package your items
Ship your return through FedEx
Items eligible for return: Product must be in original condition (never worn, washed, or altered) and have the original tags attached. Swimwear returns MUST have all tags and hygienic liner intact. All returns must be accompanied by the original receipt or online order number.
When returning orders that included any promotional Gifts with Purchase: Promotional Gifts with Purchase must be returned to receive a full refund to your original form of payment. Otherwise, a merchandise credit will be issued in the form of an e-gift certificate.
You may keep the promotional Gifts with Purchase if your order spend level (excluding tax) would still qualify after your return is processed.
Please note: Return processing may take up to 10 business days from the date received in our warehouse.
Holiday Return Policy: Starting Nov 15th, purchases will be eligible for a full refund to the original payment method, with proof of purchase (or gift receipt) and returned no later than Jan 5, 2020. Otherwise, a store credit will be issued.
Can I return items bought during a sale?
How long does it take to receive a refund?
What will it cost me to make a return?
Can gifts be returned?
Can I return an item bought at a Lilly Pulitzer retail store?
What is the Lilly Pulitzer Retail Store Return Policy?
I have damaged merchandise, can I return it?
Payment
Expand AllWhat forms of payment are accepted on the website?
Is sales tax charged?
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 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?
$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?
What should I do if I suspect there is a pricing error?
What are the limits on gift card amounts?
Shipping & Delivery
Expand AllWhat are your offered shipping methods and rates?
METHOD | COST | *ONCE SHIPPED |
---|---|---|
Ground
(FedEx) |
FREE | 2-5 business days
Note: P.O. Box Addresses & Military APO/FPO/DPO, Puerto Rico: Economy Shipping ONLY |
2-Day Express
(FedEx) |
$20 for orders $49 or less
$25 for orders $50+ |
2 days if ordered by noon EST
No Saturday Delivery Not Available for P.O. Box Addresses, Puerto Rico & Military APO/FPO/DPO. |
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 P.O. Box Addresses, Puerto Rico & Military APO/FPO/DPO. |
For more information, see Shipping Methods
When will my order ship and how long will it take to be delivered?
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 East Coast & Mid-West, 5-10 business days West Coast, 10+ business days for Hawaii/Alaska/Puerto Rico, & Military APO/FPO/DPO
* Ground: 2-5 business days
* 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?
Where do you ship to?
How do I track my order?
1) Log into your account by clicking on the profile icon located in the header, then Login 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?
Account & Technical Help
Expand AllWho can I contact about accessibility issues I encountered on this site?
How do I change my login information?
What is your privacy policy?
How do I join the Lilly Pulitzer mailing list and email list?
Is it secure to enter in my credit card information online?
What are cookies? Do I need to enable cookies on my browser to shop at LillyPulitzer.com?
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?
Merchandise
Expand AllHow can I find a specific style/color/print/size?
Do your styles run true to size? Where can I find size guides?
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.