FAQ – Frequently Asked Questions

📦 Orders

How do I place an order?

You can easily place an order by adding your desired item to the cart and following the steps at checkout. After completing your purchase, you will receive an order confirmation by email.

Will I receive an order confirmation?

Yes, once your order has been successfully placed, you will receive an automatic confirmation email with all order details.

🚚 Shipping & Delivery

What is the delivery time?

The average delivery time is 5–10 business days, calculated from the moment your order is processed.

When will my order be shipped?

Orders are processed within 1–2 business days. Once shipped, you will receive an email with a Track & Trace link to follow your delivery.

What are the shipping costs?

Shipping costs are always clearly displayed during checkout before you finalize your order.

My order is delayed. What should I do?

In rare cases, delays may occur due to external circumstances. Please contact our customer service team — we will check the status of your order and assist you.

🔄 Returns & Exchanges

Can I return my order?

Yes, at Anna & Lilly New York, you have the right to return your order within 30 days of receiving it.

What are the return conditions?

• The item has not been worn or used

• The item is in its original condition

• All tags are attached and intact

How do I request a return?

You can request a return through our customer service or via the dedicated return page. You will then receive detailed instructions.

When will I receive my refund?

After we receive and inspect the returned item, your refund will be processed within 5–10 business days using the original payment method.

Which items cannot be returned?

For hygiene reasons, certain items cannot be returned, such as worn underwear or personalized products.

💳 Payments

What payment methods are available?

Payments in our online store can be made securely by credit card only, using Shopify’s protected payment system.

Is my payment secure?

Yes, all payments are processed through an encrypted and secure system, ensuring the safety of your personal and payment information.

👗 Products

How do I choose the right size?

Each product includes a size chart. If you need additional advice, feel free to contact our customer service team.

Can there be color differences?

We do our best to display our products as accurately as possible. Minor color differences may occur due to screen settings.

📩 Customer Service

How can I contact you?

You can contact us by email or through the contact form on our website. We aim to respond within 24–48 hours.

What should I do if my order arrives damaged?

Please contact us within 48 hours of delivery and include photos if possible. We will ensure a quick and appropriate solution.

💬 Didn’t find your answer?

Don’t hesitate to contact us — our team is happy to help.