FAQ
ORDERING
How do I place an order? You can easily place an order by adding your desired item to the cart and completing checkout through our secure payment environment.
Can I still change or cancel my order? You can cancel your order free of charge within 30 minutes of placing it, as long as it has not shipped yet. What counts is the time your email reaches us, not the moment we read it — so send it right away and we will sort it out.
After 30 minutes your order has entered processing and can no longer be cancelled, but you are welcome to return it once it arrives.
Email us as soon as possible at support@lilounewyork.com.
Can I change my delivery address? If your order has not been dispatched yet, we will do everything we can to correct it. Once it has shipped, the address can no longer be changed. Email us straight away at support@lilounewyork.com with your order number and the corrected address.
PAYMENT
Which payment methods do you accept? We currently accept:
- Visa
- Mastercard
- American Express
- Apple Pay
- Google Pay
Is online payment safe? Yes. Our checkout runs over an encrypted connection and is handled by PCI DSS compliant payment providers. Your card details go straight to the payment provider — we never see or store them.
Will I be charged sales tax? Sales tax is calculated at checkout based on your shipping address, where it applies. The total shown at checkout is the total you pay.
SHIPPING AND DELIVERY
What is the delivery time? Orders are prepared and dispatched within 1 to 2 business days, and transit takes a further 5 to 7 business days. In total, expect your order in 6 to 9 business days.
We would rather give you an honest timeline than a flattering one. If your order is running behind, we will contact you — you never have to chase us for that.
What are the shipping costs? All orders within the United States are shipped free of charge, with no minimum purchase.
Will I have to pay customs or import charges? No. Any customs duties or import charges are paid by us. You will never be asked to pay anything extra when your parcel is delivered.
Where do you ship from? We work with international fulfilment partners, so your order ships from overseas and is handed to a local carrier for final delivery in the United States. That is why our delivery times are longer than a domestic warehouse would be — and why we quote them honestly up front.
Can I track my order? Yes. Once your order has been shipped, you will receive an email with a track and trace link.
My tracking hasn't updated in a few days. Is something wrong? Usually not. Carriers do not scan a parcel at every stage, so tracking can go quiet for several days while your order is still moving. If nothing has updated for more than a week, email us and we will look into it for you.
My order arrived in more than one package. Where is the rest? If you ordered several items, they may ship separately and arrive on different days, each with its own tracking number. If part of your order has arrived and the rest has not, it is almost certainly still on its way — but contact us and we will confirm it.
My tracking says delivered but I have not received anything. Contact us at support@lilounewyork.com with your order number. Risk stays with us until your order actually reaches you, so we will investigate with the carrier and either send a replacement free of charge or refund you in full. You do not pay for a parcel that never arrived.
RETURNS AND EXCHANGES
Can I return an item? Yes. You have 30 days from delivery to return an item. Please see our Refund Policy for full details.
How do I return a product? Please register your return first by emailing support@lilounewyork.com with your order number. We will then send you the return address, the instructions and the next steps. Items sent back without contacting us first cannot be processed.
Are return costs at my expense? If you changed your mind or ordered the wrong size, yes — return shipping is at your own cost, and we will always tell you exactly what that costs before you send anything back.
If the item arrived damaged, faulty or incorrect, we cover it. You are never charged return shipping in that case.
Is there a restocking fee? No. There is no restocking fee, and nothing is deducted from your refund. You receive the full item price back.
Can I exchange an item? Yes. Please email us with your order number and the size or color you would like. We will check availability as quickly as possible.
When will I get my refund? Once your return arrives and has been checked, we process the refund within 3 to 5 business days to your original payment method, and you will receive a reference number by email. Card refunds typically take a further 5 to 10 business days to appear on your statement, depending on your bank.
PRODUCT INFORMATION
How do I know which size to choose? Each product page includes a size chart in US sizes with measurements in inches, and every product photo tells you the height and size of the model so you can compare. If you are unsure, email us — we would much rather help you get the size right the first time than process a return.
Are the colors the same as in the photos? We do our best to display colors as accurately as possible. Slight differences may occur due to screen settings and lighting.
BUSINESS INFORMATION
Lilou New York is operated by RvB Online FSMB, a registered company in the Netherlands.
Store name: Lilou New York Company name: RvB Online FSMB Company nr.: 81999720 Company address: Graaf Hendrik III laan 163 B, 4819 CE Breda, Netherlands
We work with international logistics partners to fulfill and deliver orders efficiently within the United States.
CONTACT
Email: support@lilounewyork.com
Phone number: +1 (516) 537-1421
Customer support hours: Monday to Friday: 9:00 a.m. – 6:00 p.m. ET Saturday: 12:00 p.m. – 5:00 p.m. ET Sunday and public holidays: Closed
We aim to respond within 24 hours.