Liley and Luca Frequently Asked Questions
Last updated 27 August 2020
Tell me more about Liley and Luca?
Liley and Luca is a modern online store giving you customised and exclusive baby and toddler Products. Our Products are carefully sourced both locally and internationally just for you and your bundle of joy.
How do I start shopping?
You can start by either browsing as a guest or creating a user account with us. Select a category in the top menu and click through for more information on each Product. Once you are ready to spread the love, add your hearts desire to the cart, shown at the top right corner and let the spoiling begin. Simply enter you details and make payment.
We are confident your little angel will love what we have to offer.
What payment options do you offer?
We’ve made it so easy that even your buba can buy from us. A few clicks and you’ll be given the following secure options to make payment:
Who delivers your orders?
Online orders placed with Liley and Luca will be delivered by our courier fairies, the stork or directly by some of our partners.
Where do you deliver?
Even the smallest item from Liley and Luca will be delivered to your door, so please provide us with a full physical address that is normally occupied during office hours. Please note that our courier fairy will only deliver to a physical address and no P.O. Box number/addresses. These fairies require that each and every delivery be signed and endorsed, as proof of delivery and a sparkly smile.
Our little helpers deliver nationwide and internationally (at an additional cost).
Where can I find information about my order?
We will send you your tracking information once your order has been dispatched.
When do you deliver and how long must I wait to get my awesome items?
Purchased Products are sent by our courier fairies door to door, Monday to Friday between 8:30am and 4pm. If you absolutely need your Product immediately, please contact us on email@example.com.
Orders are dispatched normally within 5 - 10 working days from order being placed (and payment being made).
If you have selected a custom order (which currently includes any bags, cot bumpers or made to order products), there is a longer lead time noted on the product page. Note: Bags 2 - 3 weeks, Cot bumpers 4 - 6 weeks, Puzzles 4 - 6 weeks, Everywhere Babymats 3 weeks. Other custom orders: approx. 3 weeks. Please also check the product details on the relevant product page as this will assist with lead times. Please email us at firstname.lastname@example.org if you have any queries on the delivery.
Once your order is dispatched you will receive confirmation email and tracking number. Please use the tracking number to see where your parcel is.
Do you deliver internationally?
We can ship to most destinations in the world. Please send an email to email@example.com to receive a quote for international shipping. Note: international shipping will be subject to your country's local import taxes and customs duties.
Do you deliver on Public Holidays?
This can be arranged but there will be an additional shipping surcharge billed.
How much is Delivery?
Main cities in South Africa: R100
Regional outlying areas: R160
Delivery is free for orders over R799 to main cities and over R1499 for regional (outlying) areas.*
Are the Products under warranty?
All Products are guaranteed for workmanship and quality. You may report any defects within 6 months of purchasing the Product. Some brands carry further Product warranties which will be stipulated under the Product information page. Please note that any warranty provided does not cover normal wear and tear and failure to use the Product as specified or in any reasonable manner.
What is your returns policy?
Please have a look at our Returns, Refunds and Exchanges Policy.
What happens if I don’t like what I ordered?
While we make every effort to advertise the Product as accurately to the colour, size and quality as possible, there may be slight discrepancies on receipt of your order. If you have purchased any item and have changed your mind, you are welcome to contact us for a return request within 48 hours. If the Product meets the criteria in the our Returns, Refunds and Exchanges Policy then we will effect your return request and arrange for our courier fairy to collect the item at your cost. The credit will be processed once the item has been received back in its original condition and packaging. Please advise us in advance of any intended returns so that we may authorise the return and arrange for the collection. Contact us on firstname.lastname@example.org.
If you have ordered an item which is made to order, we are unable to accept a return or exchange.
My purchase has arrived damaged, what do I do?
Please notify us on email@example.com within 48 hours of receiving your purchase. Please send us your proof of purchase as well as a picture of the damaged item. We will replace this item for you within 10 business days of receipt of the damaged Product.
Can I return a sale item?
Unfortunately you cannot return a sale item.
What happens if I need a different size?
We are able to replace your item with a different size if you meet the criteria in our Returns, Refunds and Exchanges Policy.
How do I Register/Create and account?
To register and start spoiling with us register at the top of the website and create an account. We’ll need your full name, e-mail address, a password of 5 characters, your gender and at least one contact number.
What do I do if I forgot my password?
On the Login page click on the link next to ‘Forgot your password?’ and enter the email address that your account was registered with and click ‘Submit‘. Our garden gnomes will email you a link to the email address which you can click on to reset your password.
How do I create a Gift Registry?
On the home page you can select the Gift Registries and Ideas icon and follow the prompts to Create a Gift Registry. You will then select the items you desire and send the link received to your guests.
How do I purchase on a Gift Registry?
If you have received a link to a gift registry follow the link and select the Product you want to spoil the lucky preggy with. Remember to select the Gift Wrapping option and send us a note to add to the gift. We will ensure that your gift is delivered to the recipient at a date chosen by them either before or after the event. If you have any questions please contact us at firstname.lastname@example.org.
Can I cancel my order?
You are entitled to cancel your order (if it is not a custom item) prior to the point at which you receive a notification that it is being shipped for delivery. Should you wish to return the Product thereafter, you can do so in accordance with our Returns, Refunds and Exchanges Policy.
Should you wish to cancel your order please contact us on email@example.com.
Please note that if the item is already in the process of being manufactured you will not be able to cancel your order.
How do I track my order online?
Once your order has been dispatched we will provide you with the tracking information.
How do I sign up for updates on sales/specials?
If you would like to hear about our great deals and awesome new Products, please subscribe on the bottom of our website.
What is a pre-order?
Pre-orders allow you to place advance orders for Products that have not yet been released. When you place the Pre-order, we then order the Product in advance from our partners. Note: release dates are subject to change without prior notice. We will try to keep you informed of any potential changes.
When do I need to pay for my pre-order?
You will need to pay immediately to secure your purchase.
Can I cancel a pre-order?
You are entitled to cancel your Pre-order prior to the point at which you receive a notification that it is being shipped for delivery or that the customised item is being made especially for you.
What happens if the price of my pre-order Product changes?
If the price of a Product you’ve already pre-ordered is dropped before the Product is released, we will automatically adjust your Pre-order to the new lower price, and ensure you are refunded for the balance or only charged for the new price if you have not yet paid.
If the price of your Pre-ordered Product increases, we will temporarily suspend your Pre-order and notify you of the change. You are then entitled to accept or decline the Pre-order Product without any penalties being incurred.
How do I request a quotation?
Please email us on firstname.lastname@example.org to request quotations on custom made items.
How do I become a stockist of the Liley and Luca product range?
Please email us on email@example.com to find out more.
Can we sell our product on your website?
We are always looking for fresh ideas and super cool products to sell that are aligned with our brand. Send us your product details, wholesale pricing and images to firstname.lastname@example.org.
If we have not answered any of your questions above please contact us on email@example.com.