FAQ
How can I track my order?
Once your order ships, you'll receive a confirmation email with a tracking link. Got your tracking number handy? Use the link in that email, or head to our order tracking page, to follow your parcel from dispatch to your door.
Do you provide size information?
Yes. Every product page has its own detailed size chart. Not sure which size to pick? Reach out anytime — we're glad to help you find the right fit.
What is your return policy?
We offer a 30-day return window, so you've got 30 days from receiving your item to request a return. For change-of-mind returns, return postage is covered by you. If an item arrives damaged or incorrect, we'll take care of the return cost. Once we've received and approved your return, please allow up to 10 business days for your refund to reach your account.
You can read our full return policy here:
Return Policy
What should I do if my order arrives damaged?
If something arrives damaged, get in touch within 30 days of delivery. Just email info@dunhill-lily.com with:
– Your order number
– Clear photos of the damage
– A short description of what's wrong
We'll put it right as quickly as we can. Thanks for being part of the Dunhill Lily community — your happiness truly matters to us.
Do you ship to Australia and New Zealand?
Yes. We currently deliver to Australia and New Zealand, with parcels sent by Australia Post within Australia and NZ Post within New Zealand.
Processing time: 1–2 working days (Monday–Friday)
Shipping time: 4–8 working days (Monday–Friday)
Total delivery time: roughly 5–10 working days from the day you order.
You'll find more in our shipping policy.
We're currently seeing a higher volume of orders during our sale, so your patience means a great deal. We're doing all we can to get your pieces to you as quickly as possible.
What payment methods do you accept?
We accept Visa and Mastercard, along with Google Pay, Apple Pay, Shop Pay, and Amazon Pay.
Where do I enter my discount code?
You can add your discount code at checkout. On the checkout page, find the "Discount Code" box, type your code in, and hit "Apply" — your total will update to reflect it. Any trouble, just let us know.
How can I cancel my order?
You can cancel within 30 minutes of placing your order. After that it's already in processing and can't be cancelled. You're still welcome to return the item once it arrives, following our return process.
Do you have any further questions?
If you didn't find your answer above, our customer service team is happy to help.
👉 Contact form: https://dunhill-lily.com/pages/contact
👉 Email: info@dunhill-lily.com
👉 Tel: +61 3 47139710
Our customer service responds within 12–24 hours on working days (Monday–Friday).