A few simple answers
Do you provide phone support? What about Skype or Facetime?
We don’t offer telephone or video call support as of now. We can keep our support services available and cost effective by offering them solely online.
How quickly can you answer my email?
We answer emails in the order they are received and we try to respond as promptly as possible. We mostly reply within 24 hours of receiving an email, but if there is an increased volume of inquiries it may take us 2-3 business days to get back to you. To help us respond to you faster, please only send one email per inquiry.
How do I place an order?
After deciding the product(s), quantity and size(s), simply click the “Add to Cart” Button that can be found at each product description page, then proceed to Check Out. If you are buying multiple products, click the Cart icon at the upper right corner of your screen to proceed to Check Out.
Please make sure to provide the correct shipping address. Lillejen.com can not be held responsible for items shipped to incorrect addresses provided by the buyer. In such cases, the buyer will be responsible for any additional shipping fees incurred to ship to the correct address.
I have placed an order with multiple items recently, can I combine them into one package?
We don't have all the items in just one warehouse, so when you order multiple items at a time, each item will be shipped separately. So you'll probably receive one item before the next. Don't panic if you don't receive all of your items at once…they will get to you!
Can I edit my shipping address after my order has been placed?
Once an order is placed, our warehouse staffs can pack and ship out your order within 24 hours, so it's not always possible to process address change requests. If you notice an error, please email us ASAP with your name and order # so we can try to make correction(s) to your package before it departs.
There's no guarantee we can make it, especially once it leaves our warehouse, but we'll do everything we can!
NOTE: To all customers that provided a different shipping address than their permanent address, we will not be responsible for lost or undelivered parcels and/or if you moved out of the address you provided us.
Do note: Customs, Postal Services and our store are different entities hence we are not liable for any delays caused by customs or local post services.
Do I need to pay import taxes?
Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs will be prior to buying.
Am I covered with any Insurance?
Shipping to you is covered by insurance. Our shipping includes insurance and a full refund or replacement will be given if your item is lost or is damaged in any way.
Where are LilleJen's items shipped from?
Orders are shipped from our US and International warehouses. As our items are stored in several warehouses, your order may be shipped in separate packages.
Which days do you ship?
Our warehouse ships orders from Monday - Friday excluding weekends and holidays.
How long do I wait until my order is sent out?
Our handling time takes 3-5 business days. This means that your order(s) will generally be sent out within this period. Delays may occur due to Holidays and/or any unforeseen events such as flood or typhoon.
How do I know if my items have been shipped or not?
When your items have been dispatched, we will send a notification email to your registered email address. The tracking number is normally available within the next few days of dispatch.
When will I receive my items after I place an order?
Our standard shipping and handling typically takes 10 - 40 days depending on how fast your country customs processes the package. Delays may occur due to Holidays and/or any unforeseen events such as flood or typhoon. Please do note as well that custom inspections can be a factor during shipment.
Shipping Times (once order is processed):
USA: 10 - 25 business days
UK: 10 - 25 business days
Australia: 10 - 25 business days
Canada: 10 - 25 business days
Western Europe: 10 - 30 business days
Rest of world: 10 - 40 business days
How do I track my order?
Here is the link to enter the tracking number we sent you.
For further assistance, please contact our Customer Service.
I tracked down my order and the status says Return to Sender, what should I do?
In the event that the parcels were returned to us, please contact us immediately so we can arrange to send you a replacement.
The tracking site says Delivered but I haven’t received my order yet.
Please note that we provide a tracking number to each customer. It is customer’s responsibility to track down their orders. Kindly contact your local post office if the parcel arrived at your destination country. Please contact our Customer Service for further assistance. We are not responsible for any stolen packages.
Why have I not received any order confirmation details?
Most times this is because our customers have accidentally entered their email in wrong. Throughout the process we send 3-4 emails, including an order conformation, a fulfillment notice, and a shipping notice.
If you believe you may have entered your email wrong please contact us and we will fix it for you.
I ordered 2+ items, but only received one... where's my other item(s)?
We have a large assortment of products not stocked in house, when you order multiple items at a time, they may be shipped separately so they get to you faster. You may receive one item before the next. So, don't panic if you don't receive all of your items at once…they are on the way :)