Shipping policy
Shipping Policy
At Lilou New York, we are proud to serve customers across the United States. Please read below for everything you need to know about how we ship your order.
1. General Shipping Information
- We currently ship throughout the United States.
- Shipping is handled by our fulfilment partners and delivered by a local carrier.
- Shipping options, costs, and delivery times may vary depending on your location and the size or weight of your order.
2. Order Processing
- Orders are prepared and dispatched within 1 to 2 business days, Monday to Friday, excluding weekends and public holidays.
- Order cutoff time: 6:00 PM ET.
- During peak seasons or promotional events, processing may take longer. If your order is taking longer than expected, we will contact you — you never have to chase us for that.
3. Shipping Rates
- Free shipping on all orders, with no minimum purchase.
- Applicable sales tax, where it applies, is calculated and shown at checkout before you pay.
4. Estimated Delivery Times
Here is what to expect once you place your order:
| Stage | Timeframe |
|---|---|
| Order processing | 1 to 2 business days |
| Transit | 5 to 7 business days |
| Total delivery time | 6 to 9 business days |
Order cutoff time: 6:00 PM ET.
Please note: delivery times are estimates, not guarantees, and may be affected by carrier delays, customs processing, peak periods, or extreme weather.
If we are unable to ship your order within 30 days of purchase, we will contact you and you may cancel for a full refund. This applies regardless of any other cancellation window in our Refund Policy.
5. Tracking Your Order
As soon as your order is dispatched, you will receive a tracking number by email automatically. Please allow a few days after you receive it before the tracking starts updating — carriers do not always scan a parcel at every stage, and a quiet tracking page does not mean your order has stopped moving.
If your tracking has not updated for more than a week, email us at and we will look into it for you.
6. Orders Shipped in More Than One Parcel
If you order several items, they may be sent in separate parcels and arrive on different days. Each parcel gets 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 for you.
7. Customs, Duties and Import Charges
Any customs duties or import charges that apply to your order are paid by us. You will never be asked to pay additional charges when your parcel is delivered. The price you see at checkout is the full price you pay.
8. Shipping Restrictions
- We do not ship to PO Box addresses, military addresses (APO, FPO, DPO), or restricted areas.
- Certain items may be subject to shipping restrictions depending on US regulations or carrier limitations.
If you place an order to an address we cannot ship to, we will contact you to arrange an alternative or refund you in full.
9. Address Accuracy and Changes
Please double-check your delivery address before you complete your order. Once an order has been dispatched, we can no longer change the delivery address.
If you spot a mistake, email us at straight away with your order number and the corrected address. If the order has not yet been dispatched, we will do everything we can to correct it.
10. Failed Delivery or Returned Packages
If delivery fails because of an incorrect or incomplete address you provided, or because the parcel went unclaimed after multiple delivery attempts, the package may be returned to us. We will contact you to arrange a new shipment. In that case a reshipping cost may apply, and we will always tell you what it is before we send anything — never afterwards. You can also choose a refund of the item price instead.
If delivery failed for a reason on our side or the carrier's, we reship at no cost to you.
11. Lost, Stolen or Damaged Packages
Risk of loss and damage stays with us until your order is delivered to you.
If your package arrives damaged, or your tracking shows it as delivered but you have not received it, or it has clearly stopped moving in transit, contact us at with your order number and, where relevant, a photo. We will investigate with the carrier and, in line with our Refund Policy, send you a replacement free of charge or refund you in full. You do not pay for a parcel that never reached you.
12. Delays
We are not able to guarantee delivery dates, and we are not responsible for delays caused by carriers, customs processing, or other events outside our reasonable control. What we will do is keep you informed: if your order is running behind, we would rather tell you than let you wonder.
You can reach us at at any point and we will reply within 24 hours on business days.
13. Updates to This Policy
We may update this Shipping Policy from time to time as our service and our shipping options change. The latest version will always be available on this page.
14. Contact Information
Company Details
Store name: Lilou New York Company name: RvB Online FSMB Registration number: 81999720 Address: Graaf Hendrik III laan 163 B, 4819 CE Breda, Netherlands Mail: Phone number: +1 (516) 537-1421
Customer Support Hours
Monday – Friday: 9:00 AM – 6:00 PM ET Saturday: 12:00 PM – 5:00 PM ET Sunday & public holidays: Closed