HELP CENTER
FAQs
Order Management
What is your cancellation policy?
Once your order is placed, it may be cancelled within 24 hours, provided it has not yet been processed or shipped. The cancellation process is quick and easy—email us at info@audreyandlily.com within this time frame.
After the 24-hour cancellation period or once the order has been processed, cancellations are no longer possible, as our system begins preparing the order for shipment.
If you decide you no longer wish to keep your order after it has been delivered, please refer to our Return Policy for detailed instructions on how to proceed.
Shipping and Delivery
What if my package gets lost or arrives damaged?
Lost Packages
At Audrey, we strive to ensure that every order reaches you in perfect condition. In the event that your order is lost in transit, please contact our customer support team at info@audreyandlily.com, providing your order number and all relevant details.
Damaged Packages
We understand the disappointment of receiving a damaged package. In such cases, please contact our customer support team at info@audreyandlily.com within 5 days of receiving your order and include photos of the damaged items or package.
We will review the documentation provided and, if appropriate, ship a replacement or issue a refund.
How do I track my order?
Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will contain a tracking number and a link to our tracking page.
Click the tracking number link or enter the tracking number on our tracking page.
Tracking information may not be available immediately after you place your order. It may take up to 48 hours for the number to become active in our system. If you don't see an update immediately, please be patient and check back later.
How long does delivery take?
Our standard delivery time within the USA is 10-14 business days.
All applicable shipping costs will be calculated and displayed at checkout. Please note that delivery times may vary depending on location and time of year.
We do not currently offer international shipping, but we are working on adding this service in the future.
If you have any further questions about our shipping policies, please contact info@audreyandlily.com.
Refunds and Exchanges
How do I make a return?
Contact our customer support team at info@audreyandlily.com to initiate the return process with your order number and details of the item you wish to return.
Note: We do not provide return labels or return slips. Customers are responsible for return shipping costs according to our Return Policy.
Refund Process
Upon receipt of the returned item, we will verify that it meets the criteria of our Return Policy. If the return is approved, a refund will be issued via the original payment method.
Excluded Items
Certain items cannot be returned for hygiene reasons, due to final sale, or other reasons. These items are clearly marked on the product page.
Do you offer refunds or exchanges?
Yes, we offer refunds and exchanges within 30 days of delivery. To be eligible for a refund or exchange, items must be returned in their original condition, with all tags and packaging intact. Please note that sale items and refurbished products are not eligible.
For returns or exchanges, please contact our customer support at info@audreyandlily.com. Refunds will be processed within 7 days of receiving the returned item via the original payment method.
Get Support
Contact us: info@audreyandlily.com