Last updated: August 6, 2026

The questions we field most often. Every number here is the same number that appears in the policy it comes from.

How long will delivery take?

Nine to fourteen business days in total — one to two for us to pick, check and pack, then eight to twelve in transit with NZ Post. Auckland, Wellington and Christchurch usually land at the earlier end; rural addresses at the later end. The cut-off is 18:00 (NZST) New Zealand Standard Time – Auckland. See the Shipping Policy.

Is shipping free?

Yes, on every order and with no minimum spend. Standard delivery is tracked. Priority & Insured Shipping is an optional upgrade at USD 5.95 if you want your order prioritised and insured while it travels.

Which currency am I charged in?

US dollars (USD), including any shipping upgrade. If your account is in New Zealand dollars, your bank converts at its own rate and may add a foreign transaction fee, which is set by them and not by us.

Who operates Lily Wellington, and where do parcels ship from?

Lily Wellington is a brand operated by USEEMALL LTD, a company registered in the United Kingdom under company number 13324887, serving customers in New Zealand. Orders may be dispatched from a fulfilment centre outside the country.

Where do you deliver?

New Zealand only, for now.

My item arrived damaged or faulty

Email us the order number with a clear photograph of the item, and one of the outer box if that was damaged too. You choose between a replacement and a full refund, and we pay the return postage. Reporting within 48 hours helps us claim against the carrier, but a later report is handled just the same — your rights under the Consumer Guarantees Act are not on a 48-hour clock.

Can I cancel an order?

Yes, free of charge within 24 hours, provided it has not been dispatched. Put the order number in the subject line. After dispatch we cannot recall it, but the 30-day return window opens when it arrives.

What is the return policy?

Thirty days from delivery for change-of-mind returns, with items coming back unworn, tagged and in their original packaging. Full conditions are in the Returns & Refund Policy.

Who pays the return postage?

You do, on a change of mind. We do, where the item was defective, damaged, or not what you ordered.

Is there a restocking fee?

No. It is USD 0 on every return.

How quickly do refunds arrive?

Processed within 7 days of approval, to the original payment method. Your bank then adds its own time. If 15 business days pass with nothing showing, check with the bank and then come back to us.

Is there a warranty?

We give a 30-day commercial warranty against manufacturing defects. Separately — and this matters more — the Consumer Guarantees Act 1993 guarantees that goods are of acceptable quality, match their description and are fit for purpose, for a period reasonable to the type of goods. That guarantee cannot be excluded and is not limited to 30 days.

How do I contact you?

Email support@lily-wellington.com or use the form on our contact page. We read messages Monday to Friday 09:00–17:00 (NZST) and Saturday to Sunday 10:00–17:00 (NZST), and aim to reply within 24 hours.

Do you have a physical store?

No. Lily Wellington operates online only.

Do you take bulk orders?

Yes. Email us the items and quantities and we will send a quote.

How do I track my parcel?

A tracking number is emailed at dispatch, and you can follow it on our order tracking page. Allow up to 48 hours for the first scan to appear.

Contact

Lily Wellington
USEEMALL LTD — Company No. 13324887
Company address: Flat 4, 4 Conyngham Road, Manchester, M14 5SA, England
Returns address: sent to you by email once your return is approved
Email: support@lily-wellington.com
Customer service hours: Monday to Friday 09:00–17:00 (NZST) · Saturday and Sunday 10:00–17:00 (NZST)
We aim to reply within 24 hours.