Returns & Exchanges

How do I return a product?

Your order confirmation email has instructions that explain the return process. If you are unsure of how the process works you can find more information at our Returns page or you can contact our customer service team for assistance.

If you're ready to return an item, start now at the Returns Portal.

How do I exchange a product?

Unfortunately our online store does not facilitate exchanging of products. We advise you to place an order for the correct item you would like and follow our returns process to return the unwanted item/s back to us.

I’ve sent some items back from my order. Have you received them?

If you return your items via Express Post they will normally arrive to our warehouse the next day and be processed within 48 hours for refund. You will receive an email from our returns department to notify you when the return has been processed. Please check your inbox to see if you have received this email from us. Returns sent via regular post can take 1-14 days in some cases, so please allow at least 7 days for us to receive your goods before contacting.

For the full Returns Process, please check our Returns page.

I'm returning some items from my order. Who pays for the returns shipping?

Unfortunately, we don't yet offer a free returns service. 

For all change of mind returns, we recommend attending your local post office and selecting insured registered post as we are not liable for lost return parcels. If any of the items in your order were faulty, damaged or incorrect, please contact our customer service team to arrange a return postage label. 

For further in depth information on warranties and faulty items, please contact our customer service team.
customerservice@tigerlily.com.au