Shipping policy

Shipping & Delivery Policy

Thank you for shopping with Lilycute! We want to get your order to you as quickly and safely as possible. Please read our shipping policy carefully so you know exactly what to expect regarding processing times, delivery estimates, and international shipping protocols.

1. Where Do We Ship From? To bring you our curated selection of products, our primary fulfillment warehouse is located in Hong Kong. All orders are securely picked, packed, and shipped directly from this location.

(Important Note on Returns: While our shipping warehouse is in Hong Kong, our business is headquartered in Australia. All approved returns must be sent to our Australian mailing address. Please never mail a return back to the Hong Kong address on your package. See our Return Policy for full instructions).

2. Order Processing Time Please note that "Processing Time" and "Shipping Time" are two different things.

 

  • Processing: After you place an order, it takes our team 0 to 2 business days to verify your payment, pack your items, and hand the package over to the shipping carrier.

  • Business Days: We process and ship orders Monday through Friday. We do not process or dispatch orders on weekends or public holidays.

3. Estimated Shipping & Delivery Times Once your order has been processed and leaves our Hong Kong warehouse, the transit time begins.

  • Standard Delivery: The estimated shipping time is 6 to 9 business days.

  • What is a "Business Day"? Business days strictly mean Monday through Friday. Saturdays, Sundays, and public holidays in either Hong Kong or your destination country do not count toward the 6 to 9-day delivery window.

  • Estimates Only: While we work closely with our shipping partners to ensure speedy delivery, these timeframes are estimates and are never legally guaranteed. We cannot control unexpected carrier delays, extreme weather, global logistical issues, or backlogs at postal hubs.

4. Shipping Couriers We partner with reliable international and domestic postal carriers to deliver your orders securely.

  • International Couriers: Orders leaving our Hong Kong warehouse are typically dispatched via major international carriers such as DHL, FedEx, UPS, or specialized e-commerce logistics providers.

  • Final Local Delivery: Once the package clears customs in your destination country, it is typically handed over to your national postal service (such as USPS in the US, Australia Post in Australia, Royal Mail in the UK, or Canada Post in Canada) for the final delivery to your doorstep.

5. Customs, Duties, and Import Taxes Because your order is being shipped internationally from Hong Kong, it may be subject to import duties, taxes, and customs clearance fees once it reaches your destination country.

  • Customer Responsibility: Lilycute is not responsible for any customs fees, import taxes, or duties applied to your order. All fees imposed during or after shipping are strictly the legal and financial responsibility of the customer.

  • Customs Delays: We have no control over international customs departments. Occasionally, customs agents may delay the delivery of a package to inspect it. We are not legally liable for delays caused by customs clearance.

     

  • Refused Packages: If you refuse to pay customs fees and your package is returned to us, abandoned, or destroyed by customs, you will not be eligible for a refund.

6. Order Tracking Once your order is packed and handed over to the shipping carrier, we will send you a Shipping Confirmation email. This email will contain your tracking number and a link to track your package.

  • Please allow 24 to 72 hours for the tracking information to initially update in the carrier's system. Because this is an international shipment, there may be periods of several days where the tracking does not update while the package is in transit overseas. This is completely normal.

7. Incorrect Shipping Addresses Customers are solely responsible for ensuring that the shipping address provided at checkout is completely accurate and formatted correctly.

  • If you realize you made a mistake (like a typo or a missing apartment number), please contact us immediately at admin@lilycute.com. We will do our best to fix it, but once an order has been processed or handed over to the carrier, the delivery address cannot be changed.

  • Liability: We are not legally or financially liable for packages delivered to the wrong address, lost, or delayed because you provided incorrect or incomplete shipping information. We will not issue refunds or free replacements in these instances.

8. Lost, Stolen, or Damaged Packages As outlined in our Terms of Service, the legal "risk of loss" for your items passes to you the exact moment we hand the package over to the shipping carrier.

  • Stolen Packages: If your tracking information states that your package was delivered, but you cannot find it, please check with neighbors, building managers, or your local post office. We are not responsible for packages that are stolen from your porch or mailbox after they have been marked as successfully delivered by the carrier.

9. Contact Us About Your Shipment If your order has significantly exceeded the estimated 6 to 9 business day transit time, or if you need help understanding your tracking updates, please reach out to us!

  • Email: admin@lilycute.com

Please include your Order Number in your email so we can locate your package details quickly.