FAQs
Frequently Asked Questions
At Lotilie, we’re committed to providing you with a smooth and satisfying shopping experience. Below are answers to some of the most common questions we receive.
1. What payment methods are accepted?
We accept a variety of secure and convenient payment options:
• Credit & Debit Cards: Visa, MasterCard, American Express
• Apple Pay and Google Pay
• Shop Pay
All transactions are processed in your local currency, with pricing automatically adjusted based on your location. For example, Australian customers will be charged in AUD, while New Zealand customers will be charged in NZD.
2. What is Lotilie's return policy?
We offer a 30-day return policy from the date of delivery. To be eligible, items must be unused, in original condition, and returned with all original packaging.
To start a return, email us at info@lotilie.com and our support team will guide you through the process
Please see our Return and Refund Policy for full details
3. How long will it take to receive my order?
• Handling time: 1–2 business days (Monday to Friday)
• Transit time: 5–9 business days (Monday to Friday)
• Order cut-off time: 4:00 PM (GMT+10)
• Estimated total delivery time: 6–11 business days
4. Can I exchange an item?
We do not offer direct exchanges. If you’d like a different item, simply return the original item for a refund and place a new order
If your item is damaged or incorrect, contact us at info@lotilie.com and we’ll make it right
5. How can I track my order?
You’ll receive a tracking link by email once your order is shipped
You can also visit the Track Your Order page on our website at any time
6. What should I do if my package is lost or delayed?
Please contact our support team at info@lotilie.com and we’ll help you resolve the issue quickly
7. How do I contact customer support?
You can email us at info@lotilie.com
Support hours: Monday to Friday, 9:00 AM – 5:00 PM (GMT+10)
We aim to reply within 24 hours on business days
8. Is shipping free?
Yes, we offer free shipping on all orders within Australia and New Zealand, with no minimum purchase required
9. What if I receive a damaged or incorrect item?
Please contact us immediately at info@lotilie.com with your order number and photos if possible
We’ll arrange a replacement or issue a refund promptly
10. Where is Lotilie located?
Our business is registered at:
V. Nagevičiaus g. 3, LT-08237, Vilnius, Lithuania
We ship to customers across Australia and New Zealand
11. How can I provide feedback or suggestions?
We love hearing from our customers. Feel free to send your ideas or feedback to info@lotilie.com
Contact Us
If you have more questions or need assistance, please reach out to our customer service team:
Email: info@lotilie.com
Phone: +370 623 49439
Address: V. Nagevičiaus g. 3, LT-08237, Vilnius, Lithuania
Customer Support Hours: Monday to Friday, 9:00 AM – 5:00 PM (GMT+10)
Thank you for shopping with Lotilie