0

0

FAQs

Do I need to set up an account to place an order? +

You can shop at lily rain without making an account.

However, when you register, you will be able to do the following:

  • Proceed through checkout faster
  • Check the status of orders
  • View past orders
  • Make changes to your account information
  • Store alternative addresses (for shipping to multiple family members and friends!) 

Is my personal information kept private? +

Please be assured that your personal information is kept private and confidential, and at no point will we share it with a third party.

I signed up for an account, when do I receive an email with my account details? +

Once you have created your lily rain account you will receive an email in your inbox of the email address you used to sign up for the account. The email will outline the details of your account including you username and password.

Does lily rain ship to multiple addresses? +

We are only able to deliver to one address per order. If you would like to send your purchases to multiple addresses, we suggest that you place a separate order for each destination.

Can I change my shipping address after my order has been mailed? +

Once your order has been shipped, we are unable to redirect your delivery to another address. To avoid any delays in receiving your order, we suggest that you provide a suitable shipping address for the specified delivery times.

What payment methods does lily rain accept? +

We accept all credit cards, debit cards and paypal.

How can I track my order? +

Once your order has been shipped, you will receive an email containing your shipping information to track your package. If you have a lily rain account, you can also follow the progress of your delivery by signing into your account and selecting view order.

Which countries does lily rain ship to? +

Currently we only ship to the United States. Unfortunately at this time we do not sell internationally, we are working to have this soon!

How do I return an item? +

Making a return is easy! You have 30 days from when your purchase was shipped to you to decide whether to keep your item/s (that's the date and time you received your shipping/tracking notification). The item/s must be in original condition with all the tags and packaging. Returns are processed within 3-5 business days after arriving back at our fulfillment center. Refunds can only be issued to your original payment method. We are unable to switch refunds to a new or different payment method other than what was originally used on your order.

 

There are four options on how to exchange the item/s. You are welcome to use the shipping method of your choice

Option 1: Along with your order you will be provided a Smartpost Returns label that enables easier and faster return shipping. In the event your order does not come with a return label please see option number three. When using this method, your credit card will be charged the return shipping cost. In the event you request an exchange, you will be charged for your return along with the shipping cost associated with sending you your exchange merchandise.

 

Option 2: Self sent, please address all returns to: lily rain Returns Department 8201 Kempwood Drive Houston, TX 77055. When using this method you will not be charged for the return shipping. In the event of an exchange you will however be charged for the shipping cost associated with sending you your exchange merchandise.

 

Option 3: In the event you do not receive a Smartpost Returns label along with your order please Email weborders@lilyrain.com to request a return label. You will receive a return-shipping label by email to the email address you have noted on your lily rain account. When using this method, your credit card will be charged the return shipping cost along with the shipping cost associated with sending you your exchange merchandise.

 

Option 4: You may now return web orders to your local Lily Rain store and will not incur return shipping fees, please provide your invoice and ID at checkout for return items.

 

Vintage items CANNOT be returned.

Where is my return? +

Returns are usually processed within 3-5 business days once we have received your package. We will email you a notification once we have opened your package. You can also keep track of your package with the tracking number listed on your return shipping label.

I've forgotten my password, what should I do? +

To reset your password, click on "sign in" at the top left corner of the website, you will be directed to the log in page. Once the log in page has opened, click on "forgot your password" and you will be prompted to enter your email address. Once you have entered your email address, you will receive an email. Click on the link provided in the body of the email and you will be prompted to change your password. Please note, for security reasons we are unable to send your old password via email.

Can I apply a promotion code to an order I already placed? +

Unfortunately, we cannot retroactively apply promotion codes to any orders.

How do I exchange an item for the same item? +

We only offer exchanges for the same item in a different size or color. We are unable to accommodate exchanges for different items at this time. You have 30 days from when your purchase was shipped to you to decide whether to exchange your item/s (that's the date and time you received your shipping/tracking notification). The item/s must be in original condition with all the tags and packaging. Exchanges are processed within 3-5 business days after arriving back at our fulfillment center.

 

There are four options on how to exchange the item/s. You are welcome to use the shipping method of your choice.

Option 1: Use the provided Smartpost returns label. When using this method, your credit card will be charged the return shipping cost along with the shipping cost associated with sending you your exchange merchandise.

 

Option 2: Self sent, please address all returns to: lily rain Returns Department 8201 Kempwood Drive Houston, TX 77055. When using this method your credit card will be charged the shipping cost associated with sending you your exchange merchandise.

 

Option 3: Email returns@lilyrain.com to request a return label. You will receive a return-shipping label by email to the email address you have noted on your lily rain account. When using this method, your credit card will be charged the return shipping cost along with the shipping cost associated with sending you your exchange merchandise.

Option 4: Exchange at your local Lily Rain store.

 

We are NOT responsible for lost return packages and recommend you insure and track your package.

Can I exchange the item I just received for a different item? +

At this time, we cannot process exchanges for a different item. You will need to send us your item/s in original condition with all the tags and packaging for a refund. Returns are processed within 3-5 business days after arriving back at our fulfillment center. Refunds can only be issued to your original payment method. We are unable to switch refunds to a new or different payment method other than what was originally used on your order. In the meantime you are able to purchase the wanted item by placing a new order.

What if I cannot find my original invoice? +

Please print out the order confirmation email or the order information in your lily rain account. Without this information, we will be unable to process your return.

What does final sale mean? +

If an item is marked Final Sale or labeled VINTAGE, this means that it cannot be returned or exchanged. Credit or a refund will not be issued for any returned Final Sale or Vintage items.

Can I use more than one coupon on my order? +

No, sorry! Our system only accepts one coupon code. Coupon codes cannot be combined.

My order status says, pending. What does that mean? +

Pending just means that our system successfully received your order! Once the order leaves our fulfillment center, we will email you a tracking number and your order status will change to Shipped.

Can I return or exchange my free gift? +

Sorry, but our free gifts cannot be returned or exchanged for other items.

What items cannot be refunded or exchanged? +

The following items are non-refundable and cannot be exchanged:

  • Returns or exchanges received after 30 days of the original order shipment date (that's the date and time you received your shipping/tracking notification)
  • Returns or exchanges received in damaged or worn condition
  • Free gifts cannot be returned of exchanged
  • Any item labeled Vintage cannot be returned or exchanged
  • Any items marked Final Sale cannot be returned or exchanged