FAQ

Raw Lily FAQ

ORDERS

Unfortunately, we are not able to cancel an order once it has been placed.

It generally takes 24-48 hours to pack your order at our warehouse, and then 1-3 business days to deliver to you!

If you have any concerns about the status of your order, please feel free to contact us and we'll be happy to assist you.

We apologize that something is damaged or missing.

Please contact us at hey@rawlily.com immediately and we would be happy to help you with a resolution.

SHIPPING & DELIVERY

HONG KONG ORDERS

Yes! We offer free shipping for orders above HK$500.

In order to qualify for free shipping, your total product purchases must be more than HK$500 after discounts have been applied.

For orders below HK$500, a delivery fee of HK$50 will be charged.


INTERNATIONAL ORDERS

Yes! We offer free shipping to Singapore for orders above SG$250.

In order to qualify for free shipping, your total product purchases must be more than SG$250 after discounts have been applied.

For orders below SG$250, a delivery fee of SG$45 will be charged.

It generally takes 24-48 hours to pack your order at our warehouse, and then 1-3 business days to deliver to you!

Pleasecontact us as soon as possible. We will do our best to accommodate your request, however there is no guarantee that any changes can be made once an order is placed. 

Yes we do! We currently ship to Singapore. If you are located elsewhere, please contact ourcustomer care teamto see how we can help.

RETURNS & REFUNDS

Yes, we offer refunds within 30 days from the date of purchase.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

For more details please check out ourRefund Policy.

To start a return, you can contact us athey@rawlily.com.

If your return is accepted, we’ll send you instructions on where to send your package.

Kindly note that you will be responsible for paying for the shipping costs of returning your item and it is non-refundable. Items sent back to us without first requesting a return will not be accepted.

CUSTOMER SERVICE

Please visit this page:contact us

We appreciate your inquiry and value your time. Our customer service team is dedicated to providing you with the best assistance possible. Please allow 1-2 business days for our team to review and respond to your inquiry.

If you haven't received an email from us within that timeframe, we recommend checking your email's spam or junk folder, as our response might land there.