Orders

What is the minimum purchase requirement?
We don’t apply a minimum purchase requirement for orders from our online store. We offer free shipping on all Benelux and German orders above 75 euros.

How do I know whether I successfully placed an order?
You will receive an e-mail confirming your order.

What should I do if I didn’t receive an e-mail confirmation?
Check your spam/junk mail folder. If you can’t find the order confirmation in your spam/junk folder, then send us an e-mail at webshop@lilybalou.be.

Can I change my order?
You can’t change your order once you’ve submitted it. This means you can’t add an item, cancel an item or change the size/colour of an item.

Can I cancel my order?
You can’t cancel your order once you’ve submitted it.

I'm hesitating between different sizes. Can you help?
We have created a Size Guide with the measurements of our clothes. You can use it to check which size to order for you or your children.

 

Payment

My discount code doesn’t work.
You can enter your discount code on the checkout page in the “enter discount code” box. Discount code not working? Send us an e-mail at webshop@lilybalou.be.

I can’t redeem my gift card.

You can enter your gift card code on the checkout page in the “redeem gift card” box. Discount code not working? Send us an e-mail at webshop@lilybalou.be.

Can I pay after I received my order?

You cannot pay after you received your order.

Shipping

Do you accept international orders?

Yes, we ship almost everywhere in the world. We offer free shipping on all Benelux and German orders above 75 euros. Shipping charges on orders under 75 euros or for countries other then Benelux and Germany will be applied after selecting the destination country.

Can I change the delivery address after submitting my order?

No, unfortunately you can’t. You cannot change your order once you’ve submitted it.

What happens if I’m not at home for the delivery?

If you’re not home, our courier will deliver your parcel to the nearest parcel shop. You will receive a message in that case.

How do I track my order once it has shipped?

You will receive an e-mail once your order has shipped. Use the tracking information in the mail to track your parcel.

How long does delivery take after shipping?

We usually ship orders within two business days after receipt of your payment. During busy periods, e.g. the sales, orders may occasionally take longer to ship.

 

Returns & complaints

What do I do if an item doesn’t fit?

You can return an item if it doesn’t fit. You can download our Return Document and return the item to us. We will send you a credit note and will refund your money. Place a new order to receive the item in a different size.

What do I do if I received the wrong size/colour?

If you received the wrong size/colour, send us an e-mail at webshop@lilybalou.be. We will send you a return label and have the item collected. We will send you the right item as soon as possible.

What do I do if part of my order is missing?

If part of your order is missing, send us an e-mail at webshop@lilybalou.be. We will send you the item as soon as possible if it is still available. We will refund you if the item is no longer available.

What do I do if I receive a damaged item?

If you received a damaged item, send us an e-mail at webshop@lilybalou.be. We will send you a return label and have the damaged item collected. We will also send you a new item as soon as possible.

I want to return an item. Can I return it in person?

You can return items in person to our warehouse: TSG Logistics - Allée de Salmonsart 1, 7090 Braine-le-Comte. We will send you a credit note and will refund your money.

Have you received my returned item?

You will receive an e-mail confirmation from us as soon as we have received and processed your return. The e-mail states the amount that will be refunded. Processing returns can take up to 5 business days. During busy periods, e.g., the sales, returns may occasionally take longer to process.

Do I have to pay for shipping when I return an item?

Yes and no. The transportation of our apparel has a significant environmental impact. We encourage our customers to avoid unnecessary transport, which is why we advise them to make conscious choices, to shop smart and to not make unnecessary returns. That is why we do not offer free returns, except in instances where we made an error. If you received the wrong item or a damaged item, we will obviously refund the shipping cost.

Can I exchange an ordered item?

Unfortunately we are unable to exchange items. Please return the item and place a new order.

How long does it take to process a return?

As soon as we have received your return, we will set to work. Returns takes about five days to process. During busy periods, e.g., the sales, returns may occasionally take longer to process.

How and when will you refund my returned item?

After we received your return, we will send you a credit note and will refund the amount to the bank account number that you provided on your return form.