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Customer Service


About Us:

Lily Direct is a fragrance online store that specializes in customer service satisfaction. We provide the lowest price to ensure that our customers receive the best deal available for all of our fragrances. At Lily Direct, we use a direct pricing model, which offers the best possible price without the need for coupons, discount codes, or any other gimmick. We strive to provide the best customer service and we do everything in our power to resolve your concerns. We offer the lowest prices and our main objective is to make our customers happy and have you shop with us again. We are committed to making your shopping experience fun, easy, and convenient, so please let us know if there is something we can do to enhance your shopping experience.

If you have any questions, comments, or concerns, please feel free to email us at support@Lilydirect.com or call us at 1-888-553-2372.

Price Match Policy:

We strongly believe that we offer the best prices possible. However if you do find a lower online price we'll be gladly match that price. (The price must be the total of the item plus shipping).

Shipping:

DOMESTIC

Standard Shipping:
  • Transit Time: 4 to 10 business days for delivery
  • Cost: FREE SHIPPING on all U.S. orders over $100
  • All orders under $100 will be charged a $2.99 flat rate
Priority Shipping:
  • Transit Time: 2 to 5 business days for delivery
  • Cost: FREE SHIPPING on all U.S. orders over $100
  • All orders under $100 will be charged a $5.99 flat rate
Express Shipping:
  • Transit Time: 1 to 2 business days for delivery
  • Cost: $24.99 + $3.99 for each additional item
CANADA
  • Standard Shipping: $16.99 + $5.99 for each additional item.
  • Priority Shipping: $32.99 + $5.99 for each additional item.
  • Express Shipping: $42.99 + $5.99 for each additional item.
  • Please note that you may be subjected to customs duties and taxes. We are not responsible and have no control over these fees.
INTERNATIONAL
  • Standard Shipping: $23.99 + $7.99 for each additional item.
  • Priority Shipping: $44.99 + $7.99 for each additional item.
  • Express Shipping: $59.99 + $7.99 for each additional item.
  • Please note that you may be subjected to customs duties and taxes. We are not responsible and have no control over these fees.

Return Policy:

We want you to be happy with what you purchased; if you're not, then we want to give you plenty of time to return it! If you are not satisfied with your purchase, you can return it in its original condition within 365 days, no questions asked! All you have to do it contact us and request a return if you are not 100% satisfied. The customer will be responsible for the cost of shipping, unless there was a mistake that occurred from Lily Direct.

Once we receive the product in its original condition, we will give you a complete refund. Your refund will be processed and credited to you in the method that you used to pay for the original purchase. The only requirements that we ask of you is to return it within 365 days of purchase and that it be sent back in its original condition. If the item has been used or damaged, we will not be able to accept your return. We hope that with our hassle free return policy, you will feel more at ease when purchasing fragrances from our website. Happy Shopping!

* Please make sure that you have some form of package tracking or delivery confirmation on your package, as we will not be held responsible for packages that do not arrive.


Verification Of Orders:

Lily Direct will ask for additional verification of your orders for the following two reason:

1) Your billing address you provided us did not match the billing address on your credit card.
2) Your billing and shipping address doesnâ€â„¢t match.

Please note that all orders will be placed on hold until we finish the verification process. Any orders that cannot be verify will be cancel. Weâ€â„¢ll contact you for the following information:

1) A Copy of your credit card you use to purchase your order
2) A Copy of your ID

You can email us the photo to support@lilydirect.com.

Hours of Operation:

Monday - Friday 9:00 am to 6:00 pm Pacific Time.

Sales Tax:

Sales tax will apply on all purchases within the state of California. All orders shipped outside of California will be exempted from sales tax.

Payment:

We accept for the following payments: Mastercard, Visa, Discover, American Express, Amazon Checkout and Paypal.

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