FAQ & Shipping


CARE INSTRUCTIONS

Our fine quality scarves are a super soft blend of modal and cashmere.

What is modal?

This luxuriously soft fabric is a natural man-made fibre from the bark of the beech tree. Modal, the ‘super fiber’ is considered part of the rayon family.  It has amazing handle and drape, it does not pill, fade or shrink and its high strength fibres make it durable and easy to care for.  Blended with the finest Italian cashmere, it becomes a quality high fashion textile.

How do I care for my cashmere blend scarf?
Lolili’s cashmere blend scarves are digitally printed with fine art images using the finest quality Italian cashmere and modal fabric. Each scarf is as unique as the fabric it is printed on. No two scarves will be identical. Like any delicate fabric, it can be prone to snags and pulls. Take care when wearing with jewellery and zippers.  We recommend you dry clean your scarf if it needs to be cleaned. Or, hang it on a line, out of direct sunlight to refresh it and reduce creases.

ORDERING

How do I place an order?
Click on the ‘shop' tab, click on the item(s) you wish to purchase, and click 'add to cart or “pre-order” depending on the item. If you wish to continue shopping, click the back arrow or click again on shop to go back.  If you have finished shopping, click on ‘checkout' to complete your online order. You can view what is in your cart at any time by clicking on the cart icon in the top right-hand corner of the screen. To complete your order, you will need to enter your credit card details, your delivery address, and billing address.  Payment options will be shown. Discount codes are occasionally offered during specific promotions or gift card sales. If you do not have a code, please leave this section blank. Please note, we require accurate delivery details as we are unable to re-direct packages once your order has been sent. Your phone number and email address are important for delivery issues.

How will I know that my order has been processed?
You will receive an 'order confirmation' email with information about your purchase. If you do not receive an order confirmation email within 24 hours, please contact us.

Will I be able to change my order?
Yes, you can edit your shopping cart during your online shopping experience.  Once checkout has been completed, however, it is not possible for you to change or cancel your order. The order will be automatically sent to the delivery address.  Please refer to our ‘returns' policy in our ‘terms & conditions' if you require any further information. 

What can I do if an item I want is sold out online?
We, at Lolili, complete small production runs of each limited edition design, so some items do sell out quickly. To avoid missing out on a product that you really like you can also use the pre-order facility we have set up on soon to be released editions and secure your product even before we take delivery.  Simply do this in the same way you would purchase a product from our website. When it arrives in stock we will send it out to you asap. Remember, we offer free standard shipping worldwide.

How does pre-order work? 
The pre-order facility allows you to secure a limited edition Lolili product before it is available in-store. You simply go through the normal 'order' process on the Lolili website, pay the total amount due at time of pre-order. And we will notify you by email when the stock arrives and your purchase will be sent to immediately.

How long will pre-orders take?

A general indication of availability will be noted when the item is listed for pre-order.  Once we have taken delivery, we will notify you and send the product to you immediately.

What are my payment options?

We accept payment by Visa and Master Card. 

How secure is my credit card and personal information?
Your privacy and security, while shopping with Lolili, is extremely important to us! We take all reasonable measures to ensure that your credit card and personal details are kept safe. All pages requiring your personal information or payment details are secure.



SHIPPING 

What does shipping cost?

Currently, we include worldwide standard shipping with your order. We can’t wait for you to start wearing your beautiful Lolili product, so we will ship as soon as possible. If, however, you require express shipping, we do offer this at an additional cost. You will be given this option at checkout.

Can I ship my order to a PO box?
Sorry, all orders can only be shipped to a physical address.

Can I track my order?
Once your order has been processed and shipped, you will receive an email providing the tracking number.

How is my scarf packaged?
All orders come carefully wrapped in tissue paper inside a white cardboard envelope packaging. Included is an organza travel bag. Your order is protected inside a waterproof postage bag.

Can I request gift wrapping?
All orders are beautifully wrapped and presented when sent. A customized gift note can be included in your order, if you wish. Please let us know during checkout by writing your message in the ’special instructions’ box after entering your payment option.

Will I need to pay taxes and duties on my order?
Canadian taxes apply to Canadian customers. Customs policies vary from country to country and so you may be subject to overseas custom duties and/or other taxes. These are payable by the recipient. To avoid surprises, please be sure to check with your local customs office for further information before completing your purchase.

When will my order arrive?
For all domestic deliveries, you can expect to receive your order within 7-10 working days from time of order and depending on where you are located within Canada. International customers should receive orders within 10-14 days.

How long will it take to get a Christmas order? 

Although we will use free global shipping over the holiday season, please note our free shipping deadlines listed on the checkout page or website homepage.  Express shipping during the holiday season may require additional cost and delivery might not be guaranteed.  Please place your order early in December to avoid disappointment.

What if there is a problem with my order?

Please contact us immediately if there is a problem with your order. 


RETURNS & EXCHANGES


Can I exchange my purchase?

If you are unsatisfied with your decision, please notify us within 7 days of purchase. We will be more than happy to help you exchange your product providing it is in its original packaging with tags on.
 
How do I return goods for exchange?

Items can only be exchanged for an item of equal value within 10 days of purchase.. 
Please note all postage costs will be the responsibility of the customer. If the item you wish to exchange for is out of stock, we will refund you by crediting your account via your original method of payment, excluding delivery costs. Please contact us for instructions.

Can I get a refund?
We offer full refunds on any full-priced items within 10 days of receipt of the item. The must be returned in the original packaging, in perfect condition (unworn, unwashed, and undamaged with original tags still attached).. Proof of purchase is required for all returns. Shipping costs are covered by you the customer and are not refundable. We do not refund on sale items but can offer an exchange or a credit note.

How do I return goods for a refund?

Please contact us within 10 days of receipt of the item if you wish to make a return for a refund. All returns must be pre-authorised by email before sending your purchase back. In the email please forward / attach a copy of your purchase receipt and indicate the reason for your return. You will then receive a pre-authorisation email. You may then return the item to the address provided and your original method of payment will be credited, excluding delivery costs.

What if I receive a damaged or incorrect item?

We believe in happy customers and pride ourselves in our excellent products and service. If you received an incorrect or defective item, please contact us within 7 days of receipt.  Include a contact number within your email and explain the issue. We will take it from there.