How can I contact you?
For wholesale or sales inquiries, please email firstname.lastname@example.org
For customer service inquiries, there are a few different ways you can reach us!
Our customer service team is available from 9:30am-5:30pm ET Monday-Friday, excluding holidays. We’ll do our best to get back to you within 2 business days! Please note that our team responds to messages as quickly as they can, but sending the same message via multiple channels may slow them down (more messages to read through) We appreciate your understanding!
Do you offer free shipping?
Yes, we offer free ground shipping to the 48 contiguous US states on orders of $150 or more. Shipping will automatically become free during checkout when your order subtotal (before tax and after discounts) reaches at least $150.
Do you offer international shipping?
Yes, we offer international shipping! At checkout you will be able to select your desired country. We are unable to offer free international shipping at this time - please note that the cost of international shipping varies depending on the destination. Any additional taxes or duties are the customer's responsibility and will not be reflected in the amount paid to Lilla P.
How fast is shipping?
Generally, orders placed before 1pm ET Monday-Friday are shipped out the same day. You will receive an email with tracking information as soon as the order ships. Shipping can take anywhere from 2-10 business days depending on the destination, though we cannot guarantee delivery times except for 2-Day or Overnight options.
Promo Codes & Price Adjustments:
Help! I forgot to enter a promo code
Oh no! We know mistakes happen, and we're happy to help. Just reach out to our team at email@example.com with your order number and the promo code you forgot to enter.
Can I use two promo codes?
No, promo codes cannot be combined.
Why isn’t my promo code working?
If a code isn’t working, we recommend typing it into the box instead of copying & pasting (sometimes this can pick up blank characters and cause errors). If this still doesn’t work, it’s possible the code is incorrect, expired, or it’s not applicable to the item you’re trying to purchase. If this happens, you can always reach out to us via email or live chat with the item you’re trying to purchase and the code and we will do our best to assist!
Do you offer price adjustments?
We do offer price adjustments for full-price orders (full-price items, with no promo code) within 7 days of purchase. Please note that price adjusted items become final sale and are not eligible for return or exchange. To request a price adjustment, please reach out to firstname.lastname@example.org
Item & Sizing:
Do you have a size chart?
Yes, you can view our size chart here.
I’m between sizes! Which size should I order?
We recommend reviewing our size chart, which can be found here. Please note that this is just a guide, as no two bodies are alike. If you’re between sizes, either size should fit, so it comes down to your personal fit preference!
Helpful hint: our product descriptions will often note if a style is oversized/relaxed or more fitted! Another thing to consider is that the items
The size/color I want of an item is sold out! Will you be getting more in?
There are only a few items that we restock every season, so often times if we are sold out of an item, we won't be receiving any additional inventory - especially when it's a limited edition color or print. If an item is on sale, we will definitely not be receiving more inventory. However, if an item is returned, it will be restocked and available for purchase, so we recommend checking back periodically to see if an item comes back into stock. You can always reach out to us to ask!
Can I sign up to be notified when an item becomes available?
Sorry, we don't have that feature right now.
Order Notifications & Cancellations:
I don’t see an email from you about my order!
Try checking your spam folder! If you still don’t see the email, please reach out to email@example.com with your first & last name, order number (if possible), or the email address you used to place the order, and we will do our best to assist!
Can I cancel my order or change my shipping address?
Our warehouse team works tirelessly to process all orders as quickly as possible! For that reason, we are unable to cancel or make changes to orders once they have been placed. Please reach out to us at firstname.lastname@example.org if you have any questions or concerns.
Returns & Exchanges:
Do you have an extended return policy for the holidays?
Yes - orders placed between 11/15/21-12/24/21 are eligible for returns through 1/31/22. Please note that the items must still meet the rest of our return policy guidelines listed below.
What’s your return policy?
We gladly accept returns within 30 days and in new condition subject to the following guidelines:
- Refunds will be issued within two business days of the inspection. It may take your bank longer to post the refund to your account.
- Final Sale items are nonrefundable and can not be exchanged.
- Shipping Charges are nonrefundable.
- After you request a return, we will email you a return authorization along with a prepaid shipping label, and $6.95 will be deducted from your refund if you choose to use this label.
- Returns are eligible for purchases from LillaP.com only.
- Please note that we are unable to provide a return label for international orders, so return shipping is the customer's responsibility. If you're returning an international order, please email email@example.com so we can assist you.
How do I return my order?
To make a return, visit https://lillap.com/a/returns and enter your order number and the email address used to place the order. From there, select the items you’d like to return and the reason for the return. Follow the prompts to the end until you hit “submit return.” You will then be given a return authorization number, and a UPS return label that can be printed directly from the portal. You will also receive the label via email. Please note that the prepaid return label is only valid on orders returned from the US.
How can I exchange my items for another size or color?
Please complete your return as detailed above. You may then place another order for the new items.
Upon requesting the return, you will receive an email with a promo code that can be used for free shipping on the new order (valid only for orders shipped within the US).
I want to make an exchange, but I used a promo code on my order. Will you honor the discount?
Of course! If you used a discount code on your original purchase, please email firstname.lastname@example.org with the original order number, and the new item(s) (please include size, color, etc.) that you would like to purchase. Someone from our team will email you an invoice to honor the original promotion. Please note that this is only applicable when the same item is repurchased in another size or color.
You may also email email@example.com and we can create the new order for you!
Do you offer free returns?
As a small business, shipping and return costs are one of our biggest expenses, so unfortunately we are not able to offer free returns at this time. If you choose to return using our prepaid UPS label, $6.95 will be deducted from your refund amount. If you decide to cover return shipping using your own label, please email firstname.lastname@example.org to let us know so we can waive the return shipping fee. Please note the prepaid return label is only valid for orders returned from the US.
How do I return my international order?
To return an international order, follow the instructions above to create a return authorization number. Once your return has been submitted, you will need to return the items using your own shipping method - our system cannot create international return labels. Please email email@example.com with your order and return authorization number so we can make sure the $6.95 return fee is waived.
Why does your return portal say my order cannot be found?
Make sure you’re entering your order number correctly, as well as that the email address you’re entering is actually the email you used to place the order! Sometimes people think they used one email address, when they actually used another. If it’s still not working, we recommend typing in your order number and email address manually rather than copying & pasting. Sometimes copy/paste can pick up blank characters that confuse our system. Also, if you are requesting a return past the 30 day return window, that can also cause an error!
How fast will I be refunded?
Once your return has been received at our warehouse, it should be processed and refunded in 1-2 business days. Please note it may take 3-5 business days for the refund to reflect back to your account, depending on your bank.
Are sale items returnable?
Yes, all items (including sale items) are returnable, as long as they are not marked as “final sale” or “last call.” These products will be noted as such under the product name and in the bullet points on the product page.
Does Lilla P have a store?
Unfortunately, we closed our NYC store location in 2020. At this time, there are no plans to open a new store location.
Where can I buy Lilla P in stores?
Visit our store locator page here to see a full list of stores that carry Lilla P!
Can you check if a store near me has inventory of a certain style?
Unfortunately, we don’t have visibility into our retail partners’ inventory. However, each store’s contact information is available on our store locator page, so feel free to reach out to any specific locations directly to see what they have!
How can I sign up for you email/text messaging list?
When you first come to our website, there will be a window that pops up prompting you to enter your information. If you do, you'll be added to our list and will receive 15% off your order.
How can I be removed from your email/text messaging list?
We’re sad to see you go! To unsubscribe from emails, scroll all the way to the bottom of the most recent Lilla P email you’ve received, and you’ll see text that says “unsubscribe.” When you click on that, you will be removed!
To unsubscribe from text messages, you can reply “stop” to any of our texts, and you will be automatically removed.
You can also reach out to our team and someone would be happy to assist! Please make sure to include your email address or phone number when submitting your request, otherwise, we won’t be able to remove you.
Please note: if you opt-out of our marketing emails, you will still receive emails regarding orders & returns.
Can I buy a physical gift card?
Sorry, we only offer virtual gift cards at this time. If you'd like to purchase one, instructions are below.
How can I purchase a virtual gift card?
To purchase a virtual gift card, please send an email to firstname.lastname@example.org with the following information:
- Your first & last name
- Your email address
- Recipient’s first & last name
- Recipient’s email address
- Gift card amount
- Payment information
- If you’d like the gift card to be sent directly to the recipient, or to you (the card will be in an email, so we can either send it directly to the recipient, or to you first and then you can send it to them)