Please allow up to 3-4 business days to process your order before shipment, for customized orders, it can take longer to 15~30 business days. Each wig at Lilyhair undergo several inspections before being shipped. Please enter your shipping information correctly, including the recipient’s full name, street address, e-mail address and phone number. Any incorrect shipping information provided by our customer that finally cause the lost of the package, Lilyhair would not take the responsibility. Once your package is in the possession of the shipping company, Lilyhair is not to be held accountable for any delays or issues with their service which are rare but can happen. We ship Monday through Saturday, excluding Sunday and holidays. We ship worldwide for free and use DHL to ship our products by default. Other shipping options like UPS, FedEx, EMS can also be arranged as raised.
Orders shipped to Hawaii, Alaska or any of the US Territories including Puerto Rico, Guam, Northern Mariana Island or APO and FPO military addresses will be shipped via USPS Regular Service only.
You will receive an e-mail once your order has been shipped, which will include your tracking number and a link to follow the journey of your package. If there is a problem with your tracking number or package delivery, please contact the courier or our customer service group for help. Tracking information may not be available for up to 48 hours after an item is shipped from our warehouse. In some rare case, the tracking information may not update but you will still receive your order. Please contact us after the estimated delivery time.
All orders MUST be shipped to the delivery address on your order. We cannot change the shipping address in your transaction to any other address after purchase. It is your responsibility to make sure your information is accurate when placing an order. If it’s the wrong address that doesn’t exist, the only thing we can do is wait to see if the package gets returned back to us. If it does get returned back to our warehouse, we can then ship it to the correct address or provide you with a full refund.
International customers (outside of the United States) are responsible to pay any applicable inbound duties, taxes, and any other fees which your local Customs authority deems appropriate. These fees are paid to your local carrier or government and are not collected by Lilyhair, and thus cannot be refunded.
We ship international packages DDU (duties and taxes unpaid), meaning that these fees are not included in the price of the goods you purchase from our website. All applicable fees must be paid by the recipient in order to receive the parcel. As we are unable to advise the amount of what these fees might be, we recommend to contact your country's customs office or tax agent for respective charges and rates on a package coming outside of your country.
Please note that DHL pays on your behalf for any duties and taxes that are due on the goods, as soon they enter the country. This simple process ensures that the courier can deliver your package in shortest possible transit time. The goods are released to you only upon the full repayment of any duties and taxes that were paid on your behalf. On some occasions, you may receive an invoice from DHL after the delivery of goods, for the charges they have paid on your behalf at destination, plus a small administration fee.
All of our shipments include tracking with delivery confirmation. If the tracking information confirms that the item has been delivered to your order address but you have not received your order, please contact couriers in order to investigate this issue. We cannot be held accountable for packages where tracking information states the package has been delivered to your order address. But if rare occasion like this happens, please feel free to contact us and we will give you the response once we get feedback from the courier.
Here at Lilyhair, we make the utmost effort to get orders delivered on time as promised. However, we cannot provide shipping refunds in the case of national crises, holidays, natural disasters, carrier delays or other circumstances where the delay is beyond our control.