Frequently Asked Questions
Ordering & Payment
What payment methods do you accept?
We accept Visa, Mastercard, American Express, and secure payment through our Shopify checkout. All transactions are encrypted and secure.
Can I modify or cancel my order?
Please contact us immediately at support@lilesandton.com if you need to modify or cancel your order. Once an order has been processed and shipped, we cannot make changes, but you can return items according to our return policy.
Is my payment information secure?
Yes. We use Shopify's secure payment gateway, which is PCI DSS compliant. We never store your credit card information on our servers.
Do you offer gift cards?
Yes! Gift cards are available in various denominations and can be purchased on our website. They're perfect for any occasion and never expire.
Shipping & Delivery
How long will delivery take?
Delivery times vary by location:
- Gauteng: 1-2 business days
- Major cities: 2-3 business days
- Other areas: 3-5 business days
Do you ship internationally?
Currently, we only ship within South Africa. We're working on expanding our shipping internationally in the future.
How can I track my order?
Once your order ships, you'll receive a tracking number via email. You can use this to track your package on our courier's website.
What if I'm not home when my package arrives?
Our courier will attempt delivery and leave a notification if you're not home. You can arrange a redelivery or collect from your nearest courier depot.
Returns & Exchanges
What is your return policy?
We accept returns within 14 days of delivery for unworn, unwashed items with original tags attached. Lingerie, swimwear, and final sale items cannot be returned for hygiene reasons.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the item is faulty or we made an error with your order.
How do I exchange an item for a different size?
Contact us at support@lilesandton.com with your order number, and we'll arrange an exchange subject to availability. If the size you need is unavailable, we'll process a refund instead.
How long do refunds take?
Once we receive your return, we'll process your refund within 5-7 business days. Please allow an additional 5-10 business days for the refund to appear in your account.
Products & Sizing
How do I know what size to order?
Please refer to our Size Guide for detailed measurements. Each product page also includes specific sizing information. If you're between sizes, we recommend sizing up.
Are your products authentic?
Yes. All our products are 100% authentic and sourced directly from authorized distributors and brand representatives. We guarantee the authenticity of every item we sell.
Do colors look the same in person?
We strive to display colors as accurately as possible, but slight variations may occur due to screen settings and lighting.
When will sold-out items be restocked?
Restock dates vary by item and brand. Contact us at support@lilesandton.com to inquire about specific items, and we'll let you know if and when they'll be available again.
Account & Privacy
Do I need an account to make a purchase?
No, you can checkout as a guest. However, creating an account allows you to track orders, save favorites, and checkout faster on future purchases.
How do you use my personal information?
We only use your information to process orders, improve your shopping experience, and send you updates (if you opt-in). Read our Privacy Policy for full details.
How do I unsubscribe from emails?
Click the "Unsubscribe" link at the bottom of any marketing email, or contact us at support@lilesandton.com to update your preferences.
Still Have Questions?
If you can't find the answer you're looking for, please don't hesitate to contact us:
Email: support@lilesandton.com
Phone: +27 11 234 5678
Hours: Monday - Saturday, 9:00 AM - 6:00 PM SAST