Last updated: August 6, 2026

The questions we are asked most often, answered. Every figure below matches the policy it comes from — if you want the full detail, follow the links.

How long does delivery take?

Nine to fourteen business days in total: one to two business days for us to pick, check and pack your order, then eight to twelve business days in transit. Orders placed after 18:00 (ET) Eastern Time – New York count as arriving the next business day. See our Shipping Policy.

Is shipping free?

Yes. Standard tracked shipping is free on every order with no minimum spend. There is an optional Priority & Insured Shipping upgrade at $4.95 USD if you want your order handled first and insured in transit.

Where are you based, and where do orders ship from?

Lily Chicago is a brand operated by USEEMALL LTD, a company registered in England and Wales under company number 13324887. We serve customers in the United States, and orders may be dispatched from a fulfilment centre outside the country.

Which countries do you ship to?

The United States only, for now.

What if my item arrives damaged or faulty?

Email us with your order number and a clear photo of the problem, plus a photo of the outer box if that was damaged too. We send a replacement or refund you in full, whichever you prefer, and we pay the return shipping. Reporting within 48 hours helps us claim against the carrier, but a later report is still handled.

Can I cancel my order?

Yes, free of charge within 24 hours of ordering, as long as it has not already been dispatched. Email us with the order number in the subject line. Once the parcel is with the carrier it cannot be stopped, but you can still return it when it arrives.

What is your returns policy?

Thirty days from delivery. The item needs to come back unused, with its tags and in its original packaging. Full conditions are in our Returns & Refund Policy.

Who pays for return shipping?

You do, if you have simply changed your mind. We do, if the item arrived defective, damaged, or was not what you ordered.

Is there a restocking fee?

No. It is $0 on every return.

How long does a refund take?

Seven days from approval, back to the payment method you used. Your bank may take a few days more to show it. If more than fifteen business days pass with nothing showing, check with your bank and then tell us.

Is there a warranty?

Yes — thirty days from delivery against manufacturing defects. This sits alongside, and does not replace, the consumer rights you have by law.

How do I contact customer service?

By email at support@lily-chicago.com, or through the form on our contact page. We read messages Monday to Friday 09:00–17:00 (ET) and Saturday to Sunday 10:00–17:00 (ET), and we aim to reply within 24 hours.

Do you have a physical shop?

No. We trade online only.

Do you take bulk orders?

Yes. Email us with what you need and the quantity and we will come back with a quote.

How do I track my order?

You get a tracking number by email as soon as your parcel leaves us, and you can follow it on our order tracking page. Allow up to 48 hours for the first scan to appear.

Contact

Lily Chicago
USEEMALL LTD — Company No. 13324887
Company address: Flat 4, 4 Conyngham Road, Manchester, M14 5SA, England
Returns address: sent to you by email once your return is approved
Email: support@lily-chicago.com
Customer service hours: Monday to Friday 09:00–17:00 (ET) · Saturday and Sunday 10:00–17:00 (ET)
We aim to reply within 24 hours.