FAQ

(1) My tracking shows delivered, but I can't find my package?

If you cannot locate your order, we suggest checking any secure locations, neighbors, or any household members who may have received your order on your behalf.

If your package is still missing, please contact our customer service team via the "Contact Us" channels. A team member will be happy to investigate this matter further for you.

(2) What payment methods do you accept?

We accept PayPal and Visa.

(3) Can I cancel/modify my order?

We allow customers to cancel an order or change the shipping address within 15 minutes from placing the order. This can be done via the order confirmation page, order confirmation email, or your logged-in account.

Please note that we cannot change items or the shipping method. However, if within the 15-minute window, you may cancel and place a new order.

Arrangements after the 15-minute period cannot be guaranteed, but you are welcome to reach out to us via our linked contact form.

(4) I received a defective item?

We're sorry to hear you received a faulty or damaged item. Please contact our customer service team via the "Contact Us" page and provide clear pictures showing the fault (including our logo), along with your order number. We will be happy to investigate this for you.

What is your policy on faulty products?

We have a 3-month defective goods policy. If a fault occurs after this period, we kindly request that you provide evidence that the issue existed upon delivery or was caused by a manufacturing defect. Without this, we regret that we cannot offer a refund.

To obtain this evidence, you may need to have the product assessed by an independent company that can provide a product report confirming the fault was caused by a manufacturing issue.

(5) An item is missing from my order?

If an item is missing from your order, please contact us within 7 days via our "Contact Us" page.

Please be sure to include:

• Your order number
• The item you did not receive
• A clear photo of the order packaging

We will then investigate and propose a solution for you.

(6) I received the wrong item?

If you received the wrong item, please contact us within 7 days of delivery via our "Contact Us" form.

Please include:

• Your order number
• The item you did not receive
• The incorrect item you received
• A clear photo including both the outer label and inner label

Once you have sent this information, our customer service team will be very happy to resolve this matter for you.

(7) My order was returned to sender?

If your order tracking shows "Returned to Sender," it is likely due to one of the following reasons:

• The package was refused.
• The courier was unable to deliver to the address after multiple attempts.
• The delivery address was incomplete.
• The package was damaged in transit.
• The order was not collected from the pickup point within the required time frame.

We are very sorry this has happened. Once the order is returned to us, we aim to process a refund within 5-10 business days.

(8) I need to change the email address on my order?

If you need to change your email address, please contact our customer service team via "Contact Us". A member of our team will be happy to investigate this for you.

Please provide the current email address on the order, as well as the email address you wish to change it to.

Please note that if the updated email is already associated with an existing account, your order will not appear under that account. However, we can still send order confirmation and tracking information to the new email address.

(9) It's past the 30-day return period. Can I still return?

Unfortunately, we are unable to accept returns past the 30-day return window. Our return policy is designed to ensure fairness and consistency for all customers.

If you are unsure of the return deadline for your purchase, please check the delivery date or refer to your order confirmation email.

If you are unable to find the above information or have further questions about return eligibility, you can contact our customer service team via our linked "Contact Us" page.

(1) Do you ship worldwide?

Yes! We ship worldwide. Please check our shipping information and costs.

Please allow up to 3 business days for standard orders to ship before contacting us. You will be notified by email when your order is handed over to the carrier, and delivery times are detailed on our Shipping page

(2) Do you offer free shipping?

We are happy to offer free standard shipping on all orders over $100 (USD).

Please allow up to 3 business days for standard orders to ship before contacting us. You will be notified by email with the latest updates when your order is handed over to the carrier, and delivery times are detailed on our Shipping page

You can find more information and specific shipping costs.

*Please note this offer cannot be combined with any other discount codes.

(1) What size should I order?

Our products are generally true to size, but depending on your fit preference, you may wish to size up or down. Please see our Size Guide which provides specific measurements to help you choose the best fit for you!

(2) How should I wash/care for my item?

Washing instructions are attached to all product listings.

We always recommend checking the specific instructions on the inner label of the product, but for our premium fabrics, we advise washing in cool water, at a temperature not exceeding 30°C. Do not tumble dry; allow the product to air dry naturally.

For our activewear, we recommend washing in cold water and drying in a gentle environment; after washing, lay flat to dry.

Due to the nature of the fabric and to reduce friction with other textiles, some items may require hand washing.

If you have additional questions about caring for an item, please contact our customer service team via info@lilazen.com or the "Contact Us" page.

(3) How can I find out when a specific item will be back in stock?

To find out when a specific product, size, and color will be back in stock, please go to the specific product listing page, select the variant, and then choose "Email me when available."

For general restock announcements, please follow our social media to be the first to know about any restocks and new releases.

If you cannot find an item on our website, please contact our customer service team via info@lilazen.com. A member of our team will be happy to provide more information.