Below, you will find answers to our most frequently asked questions. Should you require further assistance beyond what is addressed here, our team would be delighted to hear from you.
Please reach us at head_sales@lily-jean.com or via WhatsApp at +62 822 6669 7861.
We understand that finding the perfect fit is everything. Should a piece not suit you as expected, we offer two pathways — please note that returns and exchanges are available for domestic (Indonesia) orders only. Unfortunately, international orders are not eligible for return or exchange. Additionally, both options apply exclusively to items purchased at full price; sale items are not eligible.
Return for Refund
If you would prefer a refund, please complete our Return & Exchange Form and return the item in its original, unworn condition within 3 days of receipt. Once the parcel has been received and inspected, your refund will be processed accordingly. Please note that return shipping costs are the responsibility of the customer.
Return for Exchange
If you would like to exchange your piece — whether for a different size or an entirely different style — please indicate your preference on the Return & Exchange Form and return the item within 3 days of receipt. The following conditions apply:
Subject to availability, your new piece will be dispatched as soon as your return is received and verified. Should your preferred selection be unavailable, our team will be in touch to explore the most suitable alternative.
For complete details on eligibility and conditions, please refer to our Terms of Exchange and Refund.
Shipping fees are calculated based on your delivery destination and will be presented clearly at checkout once your address has been entered.
In-stock pieces are carefully prepared and dispatched within 3 working days. Estimated delivery times are 1–4 working days for domestic destinations and 5–21 working days for international destinations, depending on your location.
During major sale events or in the days following a new collection launch, there may be brief delays in dispatch. We deeply appreciate your patience during these moments and will communicate the earliest possible delivery date as soon as it is confirmed.
Once your order has been dispatched, you will receive a shipping confirmation via email, complete with your tracking details. Upon arrival in your country, your parcel will be transferred to your local postal service, where more detailed tracking will be available.
Order amendments are possible for items of equal or greater value. Should your order have already been dispatched, we kindly ask that you complete our Return & Exchange Form and return the item within 3 days of receipt. Please note that return shipping costs remain the responsibility of the customer. View our full Returns Guidelines here.
All prices on our online store are listed in Indonesian Rupiah (IDR). A currency converter is available to provide an estimated equivalent in your preferred currency. Please note that final checkout amounts may vary slightly in accordance with daily exchange rates.
All retail prices displayed on our website are inclusive of sales tax — no surprises at checkout.
All international orders are subject to customs duties and taxes as determined by the destination country. We recommend consulting your local customs authority for guidance. Please be aware that Lily Jean is legally required to declare the full value of all shipments and to include a commercial invoice where requested by customs.
We sincerely apologize for any inconvenience. Please complete our Return & Exchange Form and contact us within 3 working days of receiving your order. For full details, please refer to our Terms of Exchange and Refund.
At Lily Jean, we believe the experience begins long before you open the box. Each order is lovingly wrapped in our 100% biodegradable packaging, accompanied by a handwritten note of gratitude, and dispatched within 3 working days. Whether a gift for yourself or a cherished one, every parcel is curated to feel truly special.
We would love to assist. If a particular style has caught your eye but is not currently visible in our e-shop, please reach out to our team at head_sales@lily-jean.com. Should the piece no longer be in stock, we are more than happy to explore a Special Order on your behalf.
We welcome wholesale enquiries with great enthusiasm. If you are interested in carrying Lily Jean within your boutique or retail space, please complete this form to share a little about your business, and our team will be in touch.
Alternatively, you are welcome to contact us directly at head_sales@lily-jean.com.
