Lilly - Elegant Cardigan

1. Shipping time

Our standard shipping time is 2–5 business days (Monday–Friday) from the date your order is placed, which consists of two stages:

Processing time: 1–2 business days
This includes order confirmation, quality checks, and packing. Orders are prepared by our fulfilment partners and dispatched from our international shipping hub.

Delivery time: 2–5 business days
Delivery time covers the period from our shipping hub to your doorstep and is the same for every country we ship to.

Carriers by destination
Every order ships free and fully tracked, and is delivered by the national postal service of your country:

• United States — USPS
• Canada — Canada Post
• Australia — Australia Post
• New Zealand — NZ Post
• Ireland — An Post
• Switzerland — Swiss Post

The carrier for your country is also shown on every product page and in your dispatch email. These are the countries we currently ship to.

Shipping is free on every order, and no taxes or duties are added at checkout for US orders: the price you see is the price you pay.

Every order ships with tracking. You'll receive a tracking link by email the moment your order is dispatched, and you can follow it at any time on our Track your order page. It can take 1–3 business days for tracking to show its first scan.

To avoid delivery issues, please double-check your shipping address before placing your order. If you spot an error, contact us within 6 hours so we can correct it before dispatch. We cannot change the shipping address after the order has been dispatched.

2. Providing the correct shipping address

Customers are fully responsible for entering the correct shipping address at checkout. A reminder to double-check this information is shown on the thank you page and in the order confirmation email.

If the address provided is incorrect and the parcel is:

1. Delivered to that incorrect address: No refund or free reshipment can be offered.
2. Returned to sender: A reshipment can be arranged for a reshipment fee. Alternatively, a refund may be offered minus the original shipping costs, which are non-refundable.

If the address provided was correct but the parcel was returned due to courier error (e.g., undeliverable despite correct information), we will reship the item at no additional cost.

3. Failed delivery or unclaimed packages

If a parcel is returned to us because the customer did not collect it or refused delivery, we can offer:

1. Reshipment to the correct address for a reshipment fee.
2. A refund, minus the original shipping costs (non-refundable). There is no restocking fee.

To be eligible for a reshipment or refund, the customer must contact us within 30 days of the original delivery or return attempt. Beyond this window, we cannot guarantee resolution.

4. Reshipment fee structure

US Order TotalUS Reship FeeUnder $45$6.99Over $45$05. Lost or misdelivered orders

If a parcel is marked as “delivered” but not received, customers must notify us within 5 days of the delivery scan so that we can file a claim with the carrier within their deadline. We will ask the customer to:

1. Verify the shipping address.
2. Check with neighbors, household members, and the local post office.
3. Confirm that the parcel was not left at a pickup point.

If the address was correct and the item is not recovered within 5 days, we will reship the item free of charge. If the customer entered an incorrect address, we may offer reshipment for a reshipment fee or a refund minus costs already incurred.

6. Tracking stalled or lost in transit

If tracking shows no movement for 10 or more days, we will reship the item automatically at no cost. If the customer does not want a reshipment, we will cancel the reshipment and instead offer either:

1. Reshipment plus a 10% refund.
2. A full refund.

Questions about this policy?
Email service@koplyu.com. We answer Monday to Friday 08:00–17:00 ET, Saturday 10:00–16:00 ET (closed Sunday). You can also use our contact page.