Frequently asked questions

What if my package is lost,stolen, or damaged?

Please make sure to look around the outside of your home, and check in with your neighbors, roommates, doorman, or mailroom/front desk in the case the package was picked up by someone else.

If after 2 day of being marked delivered your order has not been delivered or located, please let us know and we will be happy to file a claim with the carrier on your behalf. We unfortunately are not able to otherwise assist with lost or stolen orders.
What is the return policy?

Domestic returns are eligible for a refund if postmarked within 14 days of delivery. Items returned after 14 days will not be accepted.

Full-priced items, unless marked Final Sale, may be returned for refund to the original method of payment or for store credit in the case of a gift return. Merchandise must be returned in its original condition, unwashed, unworn, with tags in place. Select collaborations and items purchased on sale are Final Sale and not eligible for return or exchange.
When will my order ship?

We strive to process all orders within 1-2 business days. However, during high volume periods, such as holidays or popular collaboration drops, please allow up to 5 business days for your order to ship.

All orders ship Monday through Friday, excluding holidays. Orders placed Monday through Friday after 12pm EST, including 2nd Day and Next Day, will be processed the following business day. Orders placed Saturday or Sunday will be processed on Monday.
How should I choose the best size for me?

You can reference our size conversion chart and size guide by product category here. Due to the nature of our product, each product silhouette will have unique measurements - many of our product pages include this information in the Product Fit section.
How do I track my order?

You can track your order on our tracking page here.

Once your order is authorized, you will receive a confirmation email. When your order is dispatched, you will receive shipping confirmation and tracking details.

Delivery times are estimates and are not guaranteed by Lilysmile in the event of forces of nature or other uncontrollable events.
What does it mean if an item is marked pre-order?

All items marked pre-order will be shipped on or near the expected delivery date as it is marked on the product page. You will receive an email as soon as your order ships. Payments for all pre-orders will be collected at checkout.
What if I receive a damaged item?

We hope this does not happen, and we apologize if you receive a damaged item. Please contact customer service within 48 hours of delivery so we can help resolve this!