FAQ

What is the return policy?

• All unused, unworn merchandise in an unaltered condition can be returned for a full refund within 30 days.  It must be accompanied by its original tags attached along with the invoice.  It must be packaged in a suitable way to protect contents.  See return policy details HERE.
• Please click HERE to initiate the return/exchange process.

Can I return a sale item?

• Regular items, sale items and items purchased with a discount code may be returned within 30 days of receipt.  Any product marked as final sale cannot be returned or exchanged.

What are the restrictions on the 10% discount code?

• You may sign up to receive a 10% discount off your first order. Please note this is for first time clients only and excludes all sale and final sale items.  

What does it mean if an item is available for pre-order? 

• It means the item is not in stock and is made to order once the order is placed.  We must receive 50% of the payment to start the order.  We collect the remaining balance once the item ships.  See pre-orders details HERE.

How does a custom order work?

• A custom order is made to order once we receive the required info through the custom quote form and 50% of the payment.  See custom orders details HERE.

How long does it take to process my order?

• All items EXCEPT pre-orders/custom orders take 24 - 48hrs to process before shipping
• Orders placed Monday - Friday before 12PM PST will process that same day and ship within 2 business days.
• Orders placed Monday - Friday after 12PM PST will process the next business day and ship within 2 business days.
• Orders placed on Friday - Sunday will process on Monday.
• See shipping details HERE. 

What if I need to change or cancel my order?

• An order cannot be modified or canceled once it is placed.  We may assist in an address change only, please click HERE for more details.

What if I receive my order and it’s damaged?

• In the event of this occurring, we sincerely apologize in advance. Please contact us immediately at care@lilinguyen.com and we will work diligently to resolve the issue.

Do you offer price adjustments?

• Lili Nguyen does not offer price adjustments on any sales or promotions that begins after your order is placed.

How does store credit work?

• Store credit is given in a digital format like a promo code.  You will enter the code in the "discounts" field before completing your purchase.

Can I purchase a gift card?

• We apologize for any inconvenience but we do not offer gift cards at this time.

How do I create an account?

• You may register for an account on our home page or by clicking HERE. 

What are your hours of operation? 

• Mon - Fri (10am - 5pm) and Sat - Sun (10am - 3pm) PST, excluding reserved holidays.  See the list of reserved holidays HERE, then click on shipping & delivery.

Can I talk to a live person to get help?

• For direct assistance, you can click on the chat button at the bottom right hand corner of the screen.  We are available to help Mon - Fri (10am - 5pm) and Sat - Sun (10am - 3pm) PST.  We can help outside of these hours when available.