FAQ

Not yet. A pending amount is a hold, not a payment. When you order, your bank sets the total aside for us. We take card payments when we send your order, and PayPal payments 14 days after it's delivered, as our terms explain. If we can't send something, we release the hold for it and you're never charged for it.

No. You're only charged for what we send. When your parcel leaves us, we take payment for the pieces in it and your postage, and release the hold on the rest. For a few days your bank may show the original pending amount next to the smaller payment. The pending amount then drops off on its own.

Almost certainly not. When we send your order, the hold turns into the payment, and some banks show both for a few days before the hold drops off. You're only charged once. If both are still showing after 10 business days, email info@lilyandminx.com.au with your order number and a screenshot, and we'll look into it.

We usually check a return within 2 business days of it arriving and refund your original payment method within 5. We'll email you when it's done. Most banks show a refund within 5 business days, and some take up to 10.

Paid with PayPal? We take PayPal payments 14 days after delivery. If your return reaches us before then, we only take payment for what you keep, so there may be nothing to refund.

Visa, Mastercard, American Express, UnionPay, Shop Pay, Apple Pay, Google Pay and PayPal, plus Lily & Minx gift cards we've already issued. There are no card surcharges. We don't offer Afterpay or Zip at the moment.

We've stopped selling gift cards. If you already have one, you can still use it at checkout.

Yes, until we send it. Email info@lilyandminx.com.au or use our contact form with your order number. Orders placed before 12pm on a business day usually leave the same afternoon, so please be quick. If you cancel before it's sent, we release the hold and you're never charged. Want to change something? Tell us as soon as you can and we'll try. Once it's been sent, our returns policy applies instead.

We cancel an order, or part of one, if a piece turns out to be out of stock, a price or description was wrong, we can't deliver to the address, or the order doesn't pass our fraud checks. We always email you when we do, and you're never charged for anything we don't send.

It can take a few minutes. Check your spam or promotions folder for an email from info@lilyandminx.com.au. Still nothing? Email us with your name and we'll check the email address on your order.

Order by 12pm Sydney time on a business day and it's sent the same day. Orders after 12pm, on weekends or on NSW public holidays are sent the next business day. We email you tracking when it leaves us.

From the day we send it, Australia Post Express usually takes 1 to 3 business days to metro areas, and Standard 2 to 6. Regional and remote areas take longer. If your event is close, choose Express and order before 12pm Sydney time. Cutting it fine? Message us before you order and we'll tell you honestly whether it's likely to make it.

Within Australia, Standard is $12 and Express is $18 per order, whatever the total. New Zealand and US postage depends on weight, and checkout shows it before you pay. All the rates are in our shipping policy.

Your shipping email has an Australia Post tracking link. If you have an account, your orders and tracking are there too. No shipping email by the end of the next business day? Check your spam folder, then email us with your order number.

Check around your home and with your neighbours first. If it's not there, tell us within 5 business days and we'll lodge a trace with Australia Post. You don't need to contact them yourself.

Yes, we ship to New Zealand and the United States with Australia Post. We don't ship anywhere else at the moment. US prices include import duties, so there's nothing more to pay on delivery. New Zealand import charges, if any, are yours to pay.

Tell us straight away. Before your order is sent, we'll try to change it. Once it's with Australia Post, we usually can't.

Start it in your account within 14 days of delivery: sign in with the email you ordered with and choose the pieces. Once we approve it, post it back within 14 days using a tracked service. Can't sign in? Use our contact form with your order number.

We don't swap pieces directly. To be sure you have the right size for your event, order the new size now, then return the first one for a refund.

Not for change of mind. Final Sale pieces, swimwear, intimates, earrings and studs can't be returned because you've changed your mind. If anything arrives faulty, it's always covered.

For a change-of-mind return, you pay the return postage. If a piece is faulty or we sent the wrong thing, we cover it.

We're sorry. Email info@lilyandminx.com.au with your order number and a photo of the problem, rather than starting a return in your account. The Australian Consumer Law covers every piece, sale and Final Sale included, and we'll repair, replace or refund it as the law requires.

Each label sizes a little differently, so open the size guide on the product page: it shows that label's own chart. Between sizes, or still unsure? Send us your measurements and the piece you're looking at, and we'll help you choose.

Sometimes. We stock pieces from other labels, so send us the piece and the size you need, and we'll check with the label.

There's no password. Enter your email and we'll send you a one-time code to sign in. Use the email you ordered with, and your past orders will be there, including any you placed as a guest.

No. You can check out as a guest. An account lets you see your orders and tracking, and start a return.

No, we don't price match.

We don't change the price of an order once it's placed.

No, we don't offer discount codes. When we reduce a price, the piece goes into the Sale.