Shipping Policy
At Dunhill Lily, we want delivery to feel clear and reliable from the moment you place your order. Below is where we ship, how orders are handled, and what to expect on timing.
1. Shipping Availability
At the moment, Dunhill Lily ships to Australia and New Zealand.
Orders placed from outside these countries can't be processed for now.
2. Delivery Address
We send your order to the address you provide at checkout.
Making sure those details are correct and complete is up to you — an incorrect or incomplete address can cause delays or see a parcel returned to us.
3. Order Processing
After your order is placed, we prepare and process it within 1 to 2 business days.
Business days run Monday to Friday, excluding public holidays. Orders placed on a weekend or holiday are processed the next working day.
Order Cut-Off Time
Orders placed before the cut-off, Monday to Friday, may be processed the same day. The cut-off is 6:00 PM AEST for Australia and 8:00 PM NZST for New Zealand.
Anything placed after that cut-off, or over the weekend, is processed on the next business day.
4. Shipping Duration
Once processed and dispatched, your parcel is delivered by Australia Post within Australia and NZ Post within New Zealand.
Estimated shipping time once dispatched is usually:
4 to 8 business days (Monday–Friday)
A few things can affect this, including seasonal demand, transport or logistics constraints, customs clearance, public holidays, and busy sale periods.
5. Estimated Total Delivery Time
Delivery comes down to two stages:
Order processing: 1–2 business days
Shipping time: 4–8 business days
That works out to an estimated total of around 5–10 business days from the day you order. These are estimates and can shift now and then due to factors beyond our control. Every shipment is tracked end to end.
6. Shipping Costs
Every Dunhill Lily order ships free. There are no extra shipping or handling charges at checkout.
7. Secure Payment Methods
We offer a range of secure payment options, each protected by SSL encryption. Available methods appear at checkout, and all payments run through trusted providers so your transaction stays safe.
8. Order Tracking
Once your order ships, you'll receive a confirmation email with your tracking link — through Australia Post for Australian orders or NZ Post for New Zealand orders. Tracking can take 3–8 business days to begin updating after the parcel leaves the warehouse, depending on the carrier.
9. Failed Deliveries or Incorrect Addresses
If a parcel can't be delivered because of an incorrect or incomplete address entered at checkout, it may be returned to our carrier. Our team will get in touch to sort it, and we'll work with you to arrange redelivery or another suitable option. Double-checking your delivery details before ordering helps avoid this.
10. Delivery Confirmation
Once the carrier marks a parcel as delivered, we consider the order successfully completed. If a package shows as delivered but you can't find it, our team will help you follow it up with the carrier.
11. Customer Support
Questions about your order or its delivery? Our team is here to help.
📧 Email: info@dunhill-lily.com
Monday – Friday: 9:00 AM – 6:00 PM (AEST)
Saturday – Sunday: Closed
We usually reply within 12–24 hours on business days.
12. Company Information
Store name: Dunhill Lily
Company name: Sa Collective LLC
Registration Number: 42-3368597
Business Address: 25 Prospect St, Watertown, Massachusetts 02472, United States.
Warehouse Address: Building 4, 4th Floor, 58 Baiye Road, 523000 Guangdong, China.
Email: info@dunhill-lily.com
Phone: +61 3 4713 9710
Customer Service Hours:
Monday to Friday: 9am - 6pm (AEST)
Monday to Friday: 11am - 8pm (NZST)
Saturday and Sunday: Closed