Shipping Policy

Shipping 

SHIPPING ADDRESS PROBLEMS

We only follow the shipping information based on what you have entered on the checkout page upon placing your order. We are not liable for lost, held, misdelivery errors, due to incorrect shipping addresses. Order confirmations are immediately sent to our customer's email addresses to confirm the purchases. Customers are required to verify the information they provided.

If your package gets returned to us due to the incorrect shipping address, you will be refunded for the product(s), not for shipping. 

LOST PACKAGES

While we are not responsible for any lost packages, we want to ensure you do receive the products you ordered. If you believe your package has been lost, please contact the postal carrier to see if you can track your package. Once you hear back from them please contact us at hello@rlylily.love with statement from the postal carrier. From there, we will work with the shipping carrier to determine whether the package is lost in transit or still en route.  

Shipping carriers typically request up to 21 days to find lost packages after the last update on the tracking was made. We ask our customers to wait 10 days after filing a claim to see if the package can be found by the shipper before we issue a code for reorder.

Packages returned will be processed according to the order it was received. Processing may take 2-3 weeks to complete. Lost packages will receive a code with free shipping once a file is claimed to reorder your items.

ADDITIONAL INTERNATIONAL SHIPPING FEES

The customer is responsible for any other shipping charges, duties and taxes not otherwise collected by Rlylily. Consult your country’s tax and duties requirements before purchase. Customers are responsible for paying International Customs Charge, when applicable, which is not included with purchase.

Defective / Incorrect Items

Defective or incorrect items must be reported to customer service (hello@rlylily.love) within 24-48 hours of delivery to ensure your exchange is properly processed. Please include a photo of the damaged item along with your order # in the email.