Shipping & Returns

SHIPPING

Purchases can only be sent to an NZ postal address.
NZ urban shipping is included within the sale price for all purchases.
NZ rural or non-urban shipping is an additional $6.00 per store/vendor that you purchase from within your order.
For example, if you check out with an order containing items from 3 stores/vendors then shipping will be an additional $18.00.
If you require delivery to a rural or non-urban address, you must select the correct number of sellers you are purchasing from when checking out. If you incorrectly select the wrong number of sellers you are purchasing from, your order will be held until you have paid the additional rural shipping cost. You have 24 hours to make this payment or your order will be returned back to Sellers’ stores.
Rural/non-urban delivery areas are outside of the reach of standard courier services. Most cases, a rural address can be identified by the RD number. These areas typically consist of farms and rural areas, and may include lifestyle blocks and other less densely populated areas. Different postal and courier companies may have differing rural classifications.
You can go to https://www.nzpost.co.nz/tools/address-postcode-finder to find whether your address is classified as rural or urban.
All items are sent as a tracked parcel through an NZ courier company.

Address input

You are required to input the correct delivery address and postcode.
You waive us from any wrongdoing and Lilo or a Lilo Seller are not required to refund you if you have made an error in your address.
You can find your correct address and postcode at https://www.nzpost.co.nz/tools/address-postcode-finder.

What happens after you place your order

Once you purchase an item, the Seller is immediately notified by email.
The Sellers will pack up your order and ship it within two business days. You will receive an email when your order has been fulfilled including its tracking details. If you purchased from multiple sellers within one order, you will receive a separate email for each Seller's portion of the order.
Once your order has been sent, the Seller receives payment for their item.

Delayed or lost items

1. 1. If your order has not arrived within the expected timeframe please check the tracking number on the courier service’s website. In some cases, courier services may be experiencing delays. If you are concerned that your item may be lost, please contact the Seller through the ‘contact vendor’ button on their Store Page so they can query it with the courier company.

Returns and refunds

All items are bought as is.
There are no refunds for change of mind or incorrect fit. All items on the Marketplace include a description and explicitly list the condition the item is in. Where applicable, additional information about the fit size (true to size, generous or small sizing) and the main composition is included so you can make a well-informed decision on whether it is the correct size and condition for you.
As outlined in the ‘Conditions of Use - Customers’ refunds or partial refunds may be permitted in the following circumstances:

You receive an order that is significantly different to the condition, description or photos outlined in the listing. Please contact the Seller through the ‘contact vendor’ button on their store page to resolve the issue. In some cases, a partial refund will be offered.
Your order is lost with the courier company. If your order has not been received within 15 working days from the day it was collected by the courier and the courier service has deemed it lost, please contact the Seller through the ‘contact vendor’ button on their store page for a refund.

If you have any issues or questions relating to an order or Seller please get in touch with us at hello@shoplilo.co.nz