How can I pay?

We gladly accept Paypal, VISA, MasterCard, and American Express.

Will I be taxed or charged extra fees?

We do not charge taxes for US orders. We only charge taxes for Canadian orders. There are no duty or customs fees.

Can I modify or cancel my order?

If you wish to modify or cancel your order, please email us at hello@lilyintimates.com within 12 hours after placing your order. If your order hasn't been processed yet, we will be able to make changes or cancel and refund your order. If you reach out after the 12 hour window, chances are we already started processing your order and we can no longer modify or cancel it. Our customer service will let you know if they are able to modify or cancel your order.

Where are you located and where do you ship from?

We are a Canadian based company, however all of our products are consolidated and shipped via our sorting facility in Asia. 

Most companies manufacture their products in Asia, then ship them to the United States and from there ship to their customers. This is more costly. We ship directly from our facility in Asia to save on Double-Shipping costs. We can therefore offer lower prices.

What currency is used?

Although we are a Canadian based company, we sell internationally (primarily in the United States) and therefore deal with US currency. Our prices are listed in US dollars. 

How long does my order usually take to ship?

On average, processing takes between 2 to 5 business days. 

How long should my order take to arrive?

On average, processing takes between 2 to 5 business days. Packages usually take between 10-20 business days from the day of shipment (for USA & Canada orders) and 15-25 business days (for UK orders). Packages can take a little more or less time depending on Customs and/or bad weather. 

I received an email saying my order was shipped, but my tracking is showing "Pre-Shipment"?

The package first has to clear through customs, which is the longest delay. The package is then handed over to USPS/Canada Post and it goes quickly from there. The tracking will therefore show as "pre-shipment" until the package is processed by USPS/Canada Post. That's completely normal.

Will I receive a tracking number?

Yes. When your order is shipped, you will receive a confirmation email with a link to your order page. On your order page, you will have access to your tracking information. We ship all of our packages with Federal Post (USPS, Canada Post & Royal Mail).

How do I know which size is right for me?

We have a size chart available on each product page. Although we propose a corresponding US pant size for each of our sizes, this is based on popular customer experience, and we can't guarantee that this will be exact for you. We therefore strongly recommend that you refer to our measurements shown in centimeters. 

How should I care for my Lily™ underwear?

We recommend hand washing your Lily™ underwear. When using the washing machine, remember to always place your panties in a mesh bag (or a knotted pillow case), with like colors, to ensure your knickers won't snag and tear. Always use gentle detergent in cool water on the delicate cycle If you machine-wash your panties. Hang dry.

For the best results, add your favourite fabric conditioner/softener to every other wash. Fabric conditioner makes the underwear fibres smoother, which makes them softer to touch. It also protects them from wear and tear, helping them to maintain their shape for longer.

What if I ordered the wrong size?

Please refer to our “Returns and Exchanges” page.

Hmm, I still have more questions...

No problem, if you still have any unanswered questions, feel free to email our Customer Service Team at hello@lilyintimates.com and we will be happy to help.