Do I need an account to shop with LilyPirates?
Yes, you will need to register an account to complete a purchase.
Being a registered user has its awesome perks: you will be able to track your purchase history and amend your details for future purchases. You will also be able to enjoy discounts with our rewards system.
Note: Please refrain from using a Hotmail account to set up your LilyPirates account. Hotmail servers have been blocking our emails so you would not be able to receive any correspondences from us including your invoices.
Are the items added to my cart reserved?
Adding items to your cart does not guarantee that the items are reserved for you. Your order is only confirmed upon payment during checkout. For a smoother checkout process, we recommend logging into your account first before adding to cart.
How do I know my size?
We recommend that you take a well fitting item in your wardrobe and lay it flat to take the measurements to compare to those provided on the product listing page. For more information, you can refer to our size guide here.
The item I want is sold out. Will you bring it back?
If the item you fancy is sold out in a certain size/colour, you can join the waiting list. The waiting list is our way of gauging interest for the item and we will restock/open backorders for the item once there is sufficient interest. You will be notified first before anyone else when this happens!
Can I combine my orders?
We do not allow combination of orders. Please ensure that you have all your desired items in the order before checkout.
I did not receive an invoice after carting out./I have not received any emails from you.
Your email server might have blocked our emails and sorted them to spam. Please add firstname.lastname@example.org to your safe list to ensure your invoice lands in your inbox safely. You can access your e-invoice via your user page when you log into your account.
Do note that hotmail users have problems receiving our emails. We will also be unable to receive any notification of failed email delivery. Please use another email server to ensure that you receive your invoices and correspondences with us.
When will my order be shipped?
All packages are mailed out within 2 working days after receipt of payment. An email notification will be sent once your parcel is on its way. Our courier delivery partner will take 2 to 3 working days to deliver your package.
There might be delays in international order processing at the moment due to the pandemic. This varies from country to country. Please drop us an email at email@example.com if you would like to find out more.
How do I track my order?
For all local delivery, we partner with courier company Ninja Van to deliver all your packages.
To track your order, simply log on to https://www.ninjavan.co/en-sg/tracking and key in the tracking number with your 6-digit order number via this format: NVSGLILYP000XXXXXX
Can I return/exchange an item?
LilyPirates will accept exchanges for incorrect or defected items, and size exchanges are on a case-to-case basis. More details can be found here.
How does store credits work?
They work just like an e-wallet. Store credits are issued after a return of items. These credits function as cash and enjoy a 3-month validity from date of issue.
What is a backorder?
Popular items might get re-manufactured when enough of you ask for them! The new batch will take about 6 to 8 weeks to arrive in Singapore.
To join a backorder, simply cart out a slot as usual. The item will be sent out to you as soon as it has arrived. If there is more than one backorder-ed item in the same order, the package will only be mailed when all the items have arrived.
You can track backorder status updates here.
What is registered airmail?
Registered airmail is trackable and costs an additional $2.50 per package. A tracking number will be provided and you will be able to track your package via SingPost's site.
How do I apply a discount code?
Simply key in the discount code given on the check out page and click on the APPLY button.
Do note that only one discount can be applied per order.
Is my personal information kept private?
Yes! We take privacy seriously at LilyPirates. Only relevant personnel will gain access to your details. Hence, if you have queries about your current orders/account, we recommend that you drop the CS team an email at firstname.lastname@example.org. Reaching out to us on other platforms will result in a slight delay as we redirect the requests.
Is it safe to use my credit card on your site?
We currently work with MasterCard payment solutions as our primary payment gateway and it is compliant with the current industry protection standards. We will not, under any circumstances, request for your personal passwords or credit card details via emails or links sent through email.