FAQ's
Here you will find answers to the most frequently asked questions. If you cannot find the answer you are looking for, please contact our support team at support@lilytoronto.com.
Orders
How can I track my order?
Once your order has shipped, you will receive a shipping confirmation email containing your tracking number and a link to track your package. Please allow up to 24 hours for tracking information to become active.
Can I change or cancel my order?
Orders are processed within 1–2 business days. If you need to cancel or make changes, please contact us as soon as possible. Once an order has been processed or shipped, it cannot be cancelled. You may return the item once it arrives in accordance with our Return Policy.
I didn’t receive an order confirmation. What should I do?
Please check your spam or junk folder. If you do not see your confirmation email within 24 hours of placing your order, contact our support team and we will verify your order status.
Shipping
How much does shipping cost?
We offer Free Standard Shipping on all orders.
How long will it take to receive my order?
Total delivery time is typically 4–12 business days, which includes 1–2 business days for processing and 3–10 business days for transit. Orders ship Monday through Friday, excluding weekends and public holidays.
What if my package is delayed, lost, or marked as delivered but not received?
Delivery times are estimates and delays can occur due to carrier issues or external factors. If your package appears lost or marked as delivered but not received, please contact our support team so we can assist.
Returns & Refunds
What is your return policy?
We offer a 30-day return policy from the date your order is delivered. Items must be unworn, unused, in original packaging, and with all tags attached.
How do I start a return?
To initiate a return, email support@lilytoronto.com with your order number. Our support team will provide return instructions. Please do not send items back without contacting us first.
Who pays for return shipping?
If the item is defective or incorrect, we cover return shipping. For change-of-mind returns, customers are responsible for return shipping costs.
When will I receive my refund?
Once your return is received and inspected, approved refunds are issued to the original payment method within 7 days. Processing times may vary depending on your bank or payment provider.
Payments
Is my payment information secure?
Yes. All transactions are processed using industry-standard SSL encryption. We do not store your full credit card details on our servers.
What currency are prices listed in?
All prices on our website are listed in CAD (Canadian Dollars).
Contact Information
Store Name: Lily Toronto
Company Name: JDR Ecom Fashion Group LLC
Company Address: 1501 S Greeley Hwy Suite C, Cheyenne, Wyoming, 82007, United States
Warehouse Address: 121 Braemar Ave, Toronto, ON M5P 2L3, Canada
Company Number: 2026-001869403
Contact Us: Visit our Contact Page
Phone: +1 825-782-1768
Email: support@lilytoronto.com
Customer Service Hours
Monday to Friday | 09:00 – 17:00 (ET)
Weekends | 11:00 – 16:00 (ET)
We aim to respond to your inquiries within 24 hours.