Customer Care

Ordering on Lily and Lionel

To make purchases on Lily and Lionel you do not need to register; however, we suggest you create an account to access exclusive areas and services dedicated to our customers.

Item search

To easily browse our catalog, select a category from the navigation menu or browse our selections on the homepage. To find something more specific, use our filters or the website search option.

Product information

On each product page, you will find all available sizes and colours, a description and the composition of the item. Click on the product image to zoom in and see all of the details.

How to order

  1. From the item page, select the desired colour and size of the product

  2. Add the product to your Shopping Bag

  3. Once you have finished shopping, click the "Checkout" button in your Shopping Bag

  4. Register, log in or continue as a guest

  5. Enter your shipping and billing addresses

  6. Select a shipping and a payment method

  7. Check that the information you entered is correct and click "Pay Now"

If you are paying with a credit card, before completing your purchase you may be asked for a secondary authentication in order for your payment to be authorised. In this case, you will need to insert a one-time password, an SMS code, or another authentication method, in accordance with the established procedures of the credit card provider. 

You will receive a confirmation email shortly after with the details of your order. From this moment on, our warehouse will take care of everything and as soon as the order ships, we will notify you with another confirmation email.

Order has shipped

As soon as the order is shipped from our warehouse, we will send you a confirmation email with the Tracking Number to track the delivery. Registered users can also find all information related to their orders in the 'My Account' area.

How do promotional codes work?

Promotional codes give you access to exclusive offers. To receive these before anyone else, subscribe to our newsletter.

To take advantage of a promotion, enter the code in the appropriate field at checkout and click "Apply". Only one Promotional Code can be used for each order.

If the code doesn't work please double check the dates of the promotion and which products and categories it can be applied to or contact customer service for further help.

Can I change or cancel my order?

Unfortunately not. Each order is processed automatically and once it has been confirmed, it is not possible to modify the details. To purchase additional items, you must place a new order. To return any items please refer to our Returns Policy.

Newsletter

Subscribe to our Newsletter and you can:

  • Be the first to discover the latest news from Lily and Lionel 

  • Access promotions reserved exclusively for our customers

  • Receive early access to our new collections 

You can subscribe in the footer of our Home Page, by entering your email address.