FAQs

Shipping & Delivery

-Can I Track my Items?

At present Tiger Lyly does not have a tracking option, so should your delivery take longer than expected please feel free to contact us and we will do all we can to help.


-I haven’t received my purchase?

Tiger Lyly is at the mercy of the postal service, and we do our best to use the quickest and most efficient delivery service provider. The local hours of your postal service and your location can have an effect on the duration of deliveries, so should you have no sign of your items 21 days after purchase please get in touch with us sales@tigerlyly.com


-Who do Tiger Lyly us for deliveries?

At Tiger Lyly we have our own fulfillment center staffed by an experienced and knowledgeable team. From here, your items go via the postage service. See above should you be enduring a long wait.


-What time are deliveries usually made?

The local postal service will be able to advise you as to the hours in which they deliver. This is usually between 9am and 5pm but may vary by location.


-What happens if no one is at home when my delivery arrives?

If your purchase is small enough it will be left in your post box. If not, we endeavour to ensure that your items are returned to your local post office for collection. You can instruct your postal service to leave items in a designated safe place should you wish, yet Tiger Lyly does advise returning to the post office for collection as the safest option.

Not to worry, most of our items will be left in your post box if they are small enough and if the postman does not have access to your post box, it will usually be left at your local post office for you to pick up!


-Where does Tiger Lyly ship from?

We have a number of different places of origin for shipping, as this allows us to ensure you get your items as quickly as possible. Your purchase will ship from the warehouse most appropriate for your address.


-I gave you the wrong delivery address, what should I do?

Simply email the Tiger Lyly sales team at the address on the website and we’ll change it for you! Please do this right away and include your order number so we can get things sorted right now.


-What about my billing address?

There are regulations that prevent us from changing billing addresses due to possible fraudulent activity. Please take care when entering your billing address as we cannot change it.


-Change of address after receiving confirmation of shipping

Once an item has been shipped there is nothing Tiger Lyly can do. Please take care to provide us with accurate and correct details when you set up your account. We cannot take responsibility for incorrectly supplied addresses.


Returns, Exchanges & Refunds


-My item is not what I expected, am I able to return it?

We can only accept return items if they are returned within 30 days of receipt. Our returns policy covers the subject in more detail. We do expect returns to be in perfect condition and in the original packaging. The customer is also responsible for the cost of the return. Please email us proof of postage once you have posted the item to us.

Important: Promotional/sale items are not eligible for returns.


-Will you refund me the shipping costs?

Tiger Lyly asks that the customer pays the return postage fee. If you do have a question about this, please talk to our team and we will see if we can help.


-Can I return an item and exchange it for another?

Yes, we are able to enact exchanges, and only if the item is in perfect condition as per our returns policy. If you need to talk to us about this option, please email us right now and one of the team will help us arrive at an acceptable solution.

 

Order Changes


-I have changed my mind about my item, what do I do?

Should you place an order and then change your mind we need to know as soon as possible if we are to be able to rectify the situation. Once an order is placed it goes directly to processing, and as Tiger Lyly aims to meet all orders as quickly as possible you need to act right now if we are to catch the order before it leaves the warehouse. Once in transit there is nothing we can do.

 

Damaged Items


-What do I do if I have received a damaged item?

At Tiger Lyly we like to ensure that our customers are happy, so should you receive an item that had been damaged please let us know straight away by email and we will start the process of return and exchange for you. Please see our Returns Policy for more information or contact us with any questions.

Important: We are not responsible for any damages caused by wear and tear, submergence into water nor if the item does not fit due to sizing reasons.

 

Others

Subscriptions


-Do you subscribe me to any boxes?

All orders at Tiger Lyly are individual and you will never be charged for anything you have not purchased. We don’t like hidden charges as we know our customers don’t!


Emails & Notification


-Unreceived Confirmation Email

We endeavour to respond to very order with a confirmation email. If you do not receive one in a reasonable time – usually a few hours from the point of ordering – please use the email address to send us your full name and shipping address, and we will do all we can to rectify the problem. Please check your spam, junk, and other folders as sometimes emails end up where they should not be!


What color hardware is on your bags?

This varies but generally gold or silver finish is on every bag. If you browse our collection, you will get a better idea of the quality hardware that all our products are adorned with.

Should you have a question that is not answered above the Tiger Lyly team will be more than happy to help, so send us an email and we will get back to you as soon as we can.