FREQUENTLY ASKED QUESTIONS

 

POSTAGE

Delivery Times

Please view our comprehensive info on Processing + delivery times here.

I need an item for an event this weekend, will I receive in time if I order now?
We strongly recommend choosing our Rush My Order service. If you would like to receive by the weekend, the cut off order date is the MONDAY at 5pm beforehand. This will allow us to make + package your order on TUESDAY, posting WEDNESDAY.  Technically Australia Post have a next day delivery guarantee (if your postcode is in their network) and you will most likely receive Thursday. Allowing this extra day, will ensure your items arrive on time in case of an unexpected delay with Australia Post. It is still your responsibility to check with Australia Post here if your post code is in their next business day guarantee network (some rural postcodes will not be). It is your responsibility to provide a valid postal address. You MUST choose express postage. You MUST add ‘Rush My Order’ to cart. You MUST include a note that you need by [date] so we are aware of your deadline and we will do our absolute best to accommodate!

I can’t select my country at checkout, do you post outside of Australia?
Yes we post to any country in the world. Please email us your order list so we know the weight of your order. We will then provide a postage quote and invoice you manually through paypal for your order.

Can I pick up from you?
Currently, we do not offer local pick up.

I always have trouble receiving from Australia Post. Can I choose another courier?
Yes, please get in touch and ask us for another option such shipping via Sendle upon request.

ORDER COMMUNICATION

Why haven’t I received a confirmation email or a tracking email from you?
Once your order is complete, we will send a competed order notification email. Once your order has been posted, we will send an email containing a tracking number. Unfortunately it is common for hotmail/gmail account holders to find our emails in your junk mail folder – so please double check there if you have not heard from us.

COUPONS

Did you offer any discounts?
We absolutely love to reward our returning customers as well as meeting new customers. Please see our current promotions here.

STOCKISTS

Which stores stock your products?
We have several stores within Australia and Internationally that stock our products. However they only stock a selection of what you can see online, and may not stock our current range, as it is always changing.

I own a store and I want to enquire about wholesale prices.
If you own a fashion store or have an event requiring a large order of hair accessory items, wholesale prices are available. Please email us your order list (or screen shot from your cart). We can then confirm quantities in stock and provide a postage quote. To qualify for wholesale prices you will need to meet the minimum order requirement. Not all products are available for wholesale pricing. We also cater for events.

For more information on wholesale discounts, please see here.

RETURNS

Can I return a product?
Please view our comprehensive info on returns here.

Am I entitled to a refund if my item doesnt arrive in time or gets lost in transit?
No, we won’t be able to refund you for this. All delivery times are estimates. We guarantee processing times, but delivery times are not guaranteed because this is out of our hands, only estimates can be provided from Australia Post as they do not offer guarantees. Please choose carefully. If you would like to purchase insurance for your items (for orders over $100) or request signature on delivery, please ask us to provide a quote for you. We take no responsibility for incorrect postal addresses, not allowing enough time to receive or lost parcels.

CARE FOR FLOWER CROWNS 

How should I care for my items?
Since our products are made with silk, paper and plastic elements they will not deteriorate and can last for years if taken care of. Store in a box away from dust and keep out of reach of children as they may pull the flowers off.

CUSTOM ORDERS

I would like to order a custom made flower crown…

CUSTOM PROCESS

1. Please order via our Custom Page here, and select the appropriate template. Each template will give you further information about colours in stock/sizing/design layout available and price.

2. Please go through the checkout as normal. You can pay by Paypal, Afterpay or Direct Banking. Please remember to include in the checkout message box any specific information relating to your order. Eg colour preference, date you want to receive by, mention you will email some photos for ideas, etc. The more information we are given the higher the chance of us making to your exact request! Or email us at hello@lillyandlace.com.au

3. Expect a 1 week processing time for custom orders, provided that the colours you are choosing are in stock. You may choose to approve a flower selection before making, this is a drop down box when adding to cart.  This is your last chance to give any further information as once we have made your crown, theres no changing your mind, sorry!

4. Postage is an additional 1-2 days by Express, and approx. 1 week by Regular Post. Once posted you will receive a tracking number. Please note that by choosing Express this doesn’t mean your order will be rushed, there is still a 1 week turn around time as we receive many custom orders.

Delays will occur if ordering more than 5 crowns at a time, or ordering in specific flowers to use not currently in stock.

If ordering a bouquet, a pre-order item, or an item not on our Custom page, please contact us for a quote.

For more information on custom made flower crowns, please see here.