FAQs

At Lotilie, we aim to provide a smooth and hassle-free shopping experience. Below, you’ll find answers to the most commonly asked questions.

What payment methods do you accept?
We offer secure and convenient payment options, including:

  • Visa
  • MasterCard
  • American Express
  • Apple Pay
  • Google Pay
  • Shop Pay
  • PayPal

All payments are processed securely, and we do not store or have access to your payment details.

How long will it take to receive my order?

  • Handling Time: Orders are processed within 1–2 business days (Monday to Friday).
  • Transit Time: Once shipped, orders are delivered within 5–9 business days (Monday to Friday) via Australia Post – Standard Shipping.
  • Order Cut-Off Time: Place your order before 4:00 PM (GMT+02:00, Vilnius Time) for same-day processing.
  • Total Estimated Delivery Time: 6–11 business days (Monday to Friday).

Is shipping free?
Yes! We offer free shipping on all orders within Australia.

How can I track my order?
Once your order has shipped, you will receive an email with tracking details. Tracking information typically becomes available within 24–48 hours.

What if my package is lost or delayed?
If your package is lost or delayed, please contact us at info@lotilie.com, and we will assist you in resolving the issue.

What is Lotilie’s return policy?
We accept returns within 14 days of delivery if your item meets the following criteria:

  • Items must be unused, unworn, and in their original condition with all tags attached.
  • Items must be returned in original packaging.
  • Return shipping costs are the responsibility of the customer.

To initiate a return, contact us at info@lotilie.com before sending your item back.

Can I exchange an item?
We do not offer exchanges. If you need a different item, please return your original purchase for a refund and place a new order.

What if I receive a damaged or incorrect item?
If you receive a damaged, defective, or incorrect item, please contact us at info@lotilie.com with:

  • Your order number
  • Photos of the item and packaging
  • A brief description of the issue

We will arrange a replacement or refund if the issue is verified.

Contact Information

Customer service replies within 48 hours during working days (Monday to Friday), GMT+02:00 (Vilnius, Lithuania Time).

Customer Support Hours:
9:00 AM – 5:00 PM

Address:
V. Nagevičiaus g. 3, LT-08237, Vilnius, Lithuania

Phone:
+370 623 49439

Email:
info@lotilie.com