Shipping Policy

SHIPPING AND DELIVERY TIME

QUICK SUMMARY:

We offer free shipping worldwide on orders overHK$800 at this stage, with possible changes upon the company’s decision. for orders less than HK$800, a fixed rate of HK$50 is applicable for shipment in Hong Kong.
All orders are processed mostly within 48 hours and shipped Monday to Friday (Excluding weekends and holidays).
Delivery Time: Orders are typically delivered within 7-15 business days, (excluding weekends). However, we can't guarantee the delivery time.
Preorders are charged at the time of purchase. If your order contains the in-stock and pre-order, everything will ship together when available.
Please also note most local couriers for last-minute deliveries don't provide weekend service, hence the possible delay may happen during weekends.
Purchases are delivered in a beautiful box with the exception of certain items
All items are shipped from Hong Kong. Please go to the TRACK YOUR ORDER page to find out your order delivery status.
All orders shipping internationally are subject to additional shipping charges based on taxes, tariffs and duties put into place by that country. LILI LULU Jewellery shipping does not include any taxes and fees.
If you need to change or cancel your order, contact us service@floysun.com ASAP. You can reply directly to your order confirmation email. If the order hasn't been shipped, we're happy to accommodate you.

Shipping and Delivery

In More Details:

Once you place an order on our site, you will receive a “Purchase Order” email. After this point, please allow 1-5 business days to process your order. Products usually ship out within 3 business days, but due to the high volume of orders, it might take longer. When your purchase order is complete, you will receive another email that your package has been shipped out to you.

Orders placed on weekends and or holidays are processed the next business day. Customers will receive an email confirming their order shortly after the order is placed. If a customer does not receive this email confirmation, please double-check any spam folders.

We offer paid worldwide shipping on most of our orders, and we ship them as soon as possible! However, this may not always be the same day that the order is placed. We will keep you updated on your delivery status by email for further processing, shipping, and delivery notices.

We ship Monday through Friday with no interruption, excluding weekends and holidays.

Once the purchase order has been paid and processed, tracking numbers will be provided in a separate email.

Shipping Times

Our estimated Delivery time=Processing Time + Shipping Time. You can calculate delivery estimates by taking the processing time for your order and adding the delivery time based on the shipping method you've chosen.

As a gift, please order 5 days in advance + processing time + estimated delivery time to avoid package delays

We do not guarantee processing time, delivery or shipment dates. All dates are estimated. Orders can take approximately 6 days to 6 weeks to arrive from the delivery partner due to the high volume of orders and exceptional global and your destination status. Please note that these are only estimates and your shipment times could differ.

Tracking Orders: Please allow 1 – 4 days for the tracking information to show. Transit begins the first business day after an order is shipped. In some rare cases, the tracking information may not update but you will still receive your order.

Any oversea sales duty/import fees/customs charges must be paid by the recipient. If you refuse the shipment from us/choose the abandon the shipment, you agree that you will not be refunded. It is up to the recipient to see if their country has compulsory customs charges/fees.

Delayed Packages

Orders are shipped to the delivery address as entered by the customer when they place their order. We cannot guarantee delivery times, but provide estimates as provided by the postal carriers. As the postal carriers do not offer guaranteed arrival time, we can not take responsibility for any shipment delays by the carriers.

No refunds/exchanges for shipping costs will be given in these cases. Unfortunately, we cannot offer refunds for packages delayed due to adverse weather conditions.

If the item is not delivered in time, please contact the carrier for an update. If the tracking doesn’t update within 90 days, the package is considered missing at that point. If a package falls into this category, Lili Lulu reserves the right to send a replacement.

Incorrect Addresses

Customers are responsible for ensuring they have entered the correct delivery address. We are unable to redirect packages or process any refunds once your order is placed. Please make sure the “Shipping Address” is correct before placing your order.

We are NOT responsible for incorrect addresses given by the customer.

Refunds & Replacements (if applicable):

We only offer a refund or replacement on lost or undelivered items by the postal carrier.

Before placing your order, please make sure the order is correct. We do not offer cancellations or exchanges due to incorrect orders. This includes incorrect product items, quantities, shipping addresses, and names, etc. Unfortunately, we cannot reimburse you if your order does not make its way to you due to incorrect information. We are not responsible for lost orders due to incorrect address provided by the customer, (this includes the wrong floor, wrong street, etc.).

Lost or Stolen Items

If your tracking information states that your package(s) was “delivered” but you have not received it, first double-check the location where the carrier would have left it. Please check around your neighborhood in case another home received it by mistake. Speak with family, roommates, etc. in case they received it on your behalf. The package may also have been left with property managers.

If you are unable to locate your package when it says “Delivered” on the tracking information, take the following steps:

Verify the shipping address. Please reference your order confirmation to double-check that the mailing address that was provided to us at the time of your order has no discrepancies, typos, or insufficient address information.
Look for a notice of attempted delivery. You can verify this through your tracking history where you can view your delivery information, tracking history, and proof of delivery.
Look around the delivery location. Check around the entrances of your residence for the package: particularly on management office or other places that might protect your package from theft or weather. Note that delivery drivers may also use plastic bags to protect your package from the weather.
If you live in a building, please contact your rental office to see if they are holding your package there. Some packages won’t fit in your mailbox so carriers will often leave packages at the management office for safekeeping.
See if someone else accepted the delivery. Check with any family members, roommates, or neighbors who may have received the package for you without your knowing.
Still, no luck? Contact the postal carrier with your Tracking Number. If the tracking information confirms that the item has been delivered to your order address but you have not received your order, please contact the carrier who delivered your parcel according to your tracking link in order to investigate the issue and to ask if they can assist you further. Sometimes they have more information than what we can see online. They may even have your package on hold for you and if not, they can be very helpful in finding missing packages within the postal system due to theft/fraud/misdelivery.

Please noted:

If an item is ordered to an address that is accessible by other people such as a workplace or shared accommodation (e.g. shared apartments, university dorms) you are responsible for the collection of all items and Lili Lulu Jewellery will not cover any stolen or missing items in such scenario.

The customer accepts full responsibility to file any claim(s) with the carrier for damaged, stolen and/or lost shipments. If your order is 48 hours passed the expected delivery date, please contact your local mail carrier and post office to file a claim. We cannot be held accountable for packages where tracking information that states the package has been delivered to your order address. Please note that we are unable to provide refunds or replacements for missing packages where an incorrect shipping address was provided to us. We are not responsible for packages that are stolen from your doorstep that were delivered by the carrier. Lili Lulu cannot be held responsible or liable for lost or stolen packages that have delivery confirmation to the address that was provided.

Frequently Asked Questions About Shipping & Delivery:

1. Where is my order?

Please go to page TRACK YOUR ORDER, or click on the tracking number in the shipment notification email. You can easily find out where it is.

2. I cannot find my tracking order yet from the TRACK YOUR ORDER page, anything wrong?

The shipping tracking number is created by the delivery service automatically and prepared for your item before it arrives at your location. Therefore after you have received the shipment email from us, it is possible that you cannot immediately track the tracking order from SF delivery, for example.

Don't panic! It is on the way! Please give it a couple of days and check the TRACK YOUR ORDER page again!

3. I need it urgently, could you offer a faster delivery?

We are sorry about it, urgent requests and faster delivery are not available at the moment based on the current delivery situation.

We are striving to speed up the worldwide delivery time together with our delivery service partners, most with direct flights to worldwide shipment. Based on the current worldwide status and post COVID-19 impact, we can’t afford a faster delivery time yet. We totally reply on our delivery service partners in your region and trust they will do a good job as they can. Thanks for your patience with us.

4. What if my order is lost?

We rarely receive complaints of lost items from our customers. Your order may be delayed but finally, they will arrive. Our delivery partners have a guarantee of compensation for any item lost and confirmed as lost items in 90 days.

* The COVID-19 pandemic has disrupted many flight routes, and our couriers may be delayed in delivering your parcel -- we are sorry. Please note that we cannot guarantee shipping times.

Meanwhile, If you have not received your order in 15 business days nor any track from the TRACK YOUR ORDER page, we suggest getting in touch with us so that we can look into it.

5. Restrictions

We are not responsible for any failed delivery attempt caused by negligent behaviors of customers. Negligence includes, but is not limited to, incorrect information such as order address/contact number/consignee's name. In this case, we are unable to file a refund for you. If you find that your order information is wrong, please contact us at lililulugroup@gmail.com with your order number and correct information as soon as possible

6. Accidents

If any item or package is damaged or missing, or if you have any doubts about possible damage, you must do the following

Clearly state this on the receipt before signing for payment.
Arrange to contact us within two working days.
Save the damaged packing materials for inspection.
Take photos of the damaged items and packaging

Should you require information or help, please contact us by email , Facebook page, or live messages and we will be happy to assist you.