FAQS

Order Processing and Shipping

  1. How long does it take to get my order? It usually takes about 1-2 days for Metro Manila orders while provincial deliveries take about 3-5 business days.
  1. Do you do same day shipping within Metro Manila? Yes, we do! However, this depends on the availability of the courier’s riders. We will notify you via SMS on the status of your delivery.
  1. How much is shipping? We have a standard shipping within Metro Manila for only PHP 70, while provincial deliveries cost PHP 110. For orders over PHP 1000, shipping nationwide is free. For worldwide shipping, we only provide Express Shipping which takes about 5 business days. Rates vary per location however it ranges from USD 25-USD 35.
  1. I am an international customer. Are custom fees & taxes included in the shipping fee already? The shipping indicated in your invoice is exclusive of taxes and import duties. Moreover, Lily and Jones is not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers to the local carrier in your country or air and ground transportation strikes or delays once the package has exited the Philippines.
  1. How do I track my order? To request for your tracking number, kindly leave us a message info.lilyandjones@gmail.com, slide into our DMs, or send us a SMS (+63 917 583 2430) together with your name and we’ll get right back to ya!
  1. Can I cancel or change my order? We automatically reserve your items as soon as we get your order, thus, cancellations cannot be done. For changes, kindly send us a SMS within the first hour of your order so we can try and see what we can do.
  1. I wasn’t able to successfully order from your site. Is there any other way to order? Of course! You may order via SMS and we’ll process your order as soon as we’ve received payment confirmation.

 

Payment

  1. What form of payments do you accept? We accept credit card payments via PayPal, bank deposits and online transfers via BDO and BPI, and LBC/Palawan Express payments.
  1. Do you accept cash on delivery? Unfortunately, we do not accept cash on delivery as of the meantime. No credit card? No worries! You may always pay through our other payment options.
  1. How long do I have to submit my proof of payment if I choose other over the counter payment methods? We will hold your order for a maximum or 3 business days only. Once it goes over the time period, you must make a new order.
  1. Do I need to show my proof of payment? Where do I submit this? Great, you’re almost in the finish line! For bank deposits, online transfers and LBC/Palawan Express payments, please submit a photo of the transaction to our email – email add here.

 

Returns & Exchanges

  1. Can I return my order? For returns, we only accept factory defect items within 7 days from the delivery date. Only unused items that are still in their packaging will be accepted.
  1. Do you do refunds? Unfortunately, we can only exchange your items. Exchange of items are subject for approval.
  1. How can I return my order? Kindly send us an email together with details as to why you would like to return the item (including photos if received damaged).

 

Other Inquiries

  1. Want to sell Lily and Jones in your store? Why not! Big or small, we’d love to partner with you! To know more about our wholesale, please send us an email atinfo.lilyandjones@gmail.com.
  1. Who do I contact for press inquiries? For all press inquiries email info.lilyandjones@gmail.com.
  1. Wanna collaborate with us? For bloggers, social media influencers, press, etc., shoot us an email info.lilyandjones@gmail.com.