Last updated: August 4, 2026

This Shipping Policy explains how we process, dispatch and deliver every order placed on lily-wellington.com, so you know exactly what to expect from the moment you check out to the moment your parcel arrives.

How your order is prepared

Every Lily Wellington order is prepared, packed and quality-checked by hand before it leaves our fulfilment team. Items are inspected individually rather than pulled straight from a shelf and pushed out the door.

This way of working keeps unnecessary stock down and lets us control the quality of each order. It also means an order takes a little longer to leave us than it would from a fully automated warehouse. The estimates below reflect that.

Estimated processing time: 1 to 2 business days

Once your order is confirmed, it goes to picking, quality control and packing.

Processing normally takes 1 to 2 business days. This period comes in addition to the transit time. Business days are Monday to Friday and do not include public holidays.

Orders placed over a weekend or on a public holiday begin processing on the next business day.

In periods of high demand, around holidays, or where an item needs extra handling, processing can take slightly longer. If we expect a significant delay, we contact you by email.

If a product page states a different processing time, the time shown for that specific product applies.

Estimated transit time: 8 to 12 business days

Once your order has been packed, checked and dispatched, the estimated transit time is normally 8 to 12 business days, depending on your location.

Deliveries to main centres such as Auckland, Wellington and Christchurch usually arrive at the earlier end of that window, while rural and more remote addresses sit closer to the later end.

Parcels are carried by NZ Post.

Total estimated delivery time: 9 to 14 business days

The total delivery time is made up of:

• processing and packing: normally 1 to 2 business days; and
• transit after dispatch: normally 8 to 12 business days.

You should therefore normally allow around 9 to 14 business days from the moment your order is confirmed until the parcel is delivered.

All delivery times are estimates given in good faith and are not guaranteed. Once a parcel leaves our facility it passes into the hands of the carrier, and factors outside our control can extend the time it takes to arrive. Where we are unable to deliver within a reasonable time, your rights under the Consumer Guarantees Act 1993 continue to apply.

Tracking your order

Every order is sent with tracking. You receive a tracking number by email 2 to 3 days after your order is placed, sent to the address you gave at checkout, and you can follow its progress at any time using the link in that email.

Tracking information can take up to 24 hours to become active after it is issued. A tracking page that is quiet at first does not mean the parcel is lost.

If you have not received a tracking email within 5 business days of placing your order, please check your spam or promotions folder first, then contact us at support@lily-wellington.com and we will look into it for you.

Delays

Processing or delivery can take longer in some cases because of:

• high demand and peak seasonal volumes;
• manual handling of an individual item;
• public holidays;
• delays at the carrier;
• weather events;
• customs clearance; or
• an incomplete or incorrect delivery address.

If delivery is delayed, we inform you as soon as we have enough information to tell you something useful.

Changing or cancelling an order

Orders can be cancelled within 1 hour of being placed. Because our system sends orders through to fulfilment automatically and very quickly, we cannot guarantee a cancellation once that window has passed.

Email support@lily-wellington.com as soon as possible with your order number in the subject line so that we can act on it immediately.

If your order has already been dispatched it can no longer be cancelled, but you are still covered by the 30-day return period described in our Refund Policy once it arrives.

Delivery address

Please double-check your delivery address before completing your order. We dispatch to the address exactly as it is entered at checkout, and we are unable to redirect a parcel once it has been handed to the carrier.

If you notice a mistake, contact us straight away and we will do our best to correct it before dispatch.

Lily Wellington is not responsible for delays caused solely by incorrect or incomplete information provided by the customer. This does not limit your rights under the Consumer Guarantees Act 1993.

Shipping costs and currency

All prices on this store, including any shipping charges, are shown and charged in US dollars (USD). If your card or bank account is held in another currency, your bank converts the amount at its own rate and may apply a foreign transaction fee. Those bank charges are set by your bank, not by us.

We offer free standard tracked shipping on every order, with no minimum purchase required. There are no hidden handling charges and no surprise fees added at the final step.

Priority & Insured Shipping (optional upgrade)

If you would like added peace of mind, you can choose our optional Priority & Insured Shipping upgrade for USD 5.95 at checkout. It gives your order priority handling in our dispatch queue and insures the parcel while it is in transit. The upgrade is entirely optional and is charged as a one-off amount per order, not per item. It is not refunded if you return your order, because the service is provided at the time of dispatch.

Customs, GST and import charges

An order may be dispatched from a fulfilment centre outside New Zealand.

Because of this, you may be charged customs duties, GST, clearance fees or other official charges when the parcel enters the country. These charges are not included in the price shown at checkout.

Charges of this kind are set by the customs authority and the carrier, not by us. Lily Wellington does not control them, does not receive them and cannot calculate them in advance. We recommend checking the possible import costs that apply before you order.

A parcel that is refused or not collected is handled in line with this policy and with applicable consumer law. Where a refund applies, it is assessed once the parcel has been returned to us, and lawful documented costs may be deducted where there is a basis for doing so.

Lost, delayed or damaged parcels

If your tracking has not updated for an extended period, or your parcel arrives damaged, please get in touch. Items that arrive damaged or faulty should ideally be reported within 48 hours of delivery, with your order number and a clear photo, so that we can raise it with the carrier while their own claim window is open. That 48-hour window is not a condition of your rights — full details are in our Refund Policy.

Secure payment

The payment methods available at checkout include Apple Pay, Google Pay and Shop Pay, together with the card types shown at the payment step.

Payments are handled through the secure systems of our payment providers. The payment page uses an encrypted connection, and we never see or store your full card details.

Consumer rights

Nothing in this Shipping Policy limits or excludes your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. This policy is in addition to the guarantees and remedies available to you under New Zealand consumer law.

Contact

If you have questions about processing, delivery or tracking, contact us:

Email: support@lily-wellington.com
Monday to Friday: 09:00 – 17:00 (NZST)
Saturday and Sunday: 10:00 – 17:00 (NZST)

We normally reply within 24 hours on business days. Please include your order number so that we can find your order faster.

Seller: USEEMALL LTD, trading as Lily Wellington
Registered in England and Wales, company number 13324887
Registered office: Flat 4, 4 Conyngham Road, Manchester, M14 5SA, England