What Can I Expect When Shopping at Lilikoi?
Lilikoi is a 100% Canadian Artisan Clothing company. At Lilikoi we make a hand-made product. 2015 is our 10th year of business and we are very proud of the work that we have done, and especially proud of the many “vintage” lilikoi pieces that are still being worn out there! Our clothing is high quality, unique and will last for years. We use eco-friendly fabrics and non toxic inks for our hand-printing. We do not believe in fast fashion and constantly changing trends. We believe in building things to last. If an item sells out in inventory, we will make it for you. This is a different model from conventional shopping online and sometimes it takes time.
What Should I Not Expect When Shopping At Lilikoi?
Lilikoi is a small business employing local people making a hand-made product. We cannot provide 24 hour customer service by phone or email. We answer emails within 2 business days 5 days a week. Our office is closed on weekends- though our studio is often still humming. We know that in this world of overnight shipping, free returns and 24 hour service, expectations are high, but we promise that our beautiful, original clothes are worth the wait.
What Are The Office Hours?
Our office hours are Monday through Friday 9:30 am to 5:30 pm Pacific Time. We are closed on stat holidays and weekends.
What Are the Shipping Times?
Delivery usually occurs between 3 and 10 business days within Canada and the US. If your order does not leave our office within 3 business days for any reason, we will provide you with a free upgrade to Express Post. You will receive an automatic tracking email when your order ships.
- we are currently shipping on an temporarily slower schedule and this is indicated in the “terms and conditions” at the checkout. You must read and agree to these terms in order to complete a purchase. If you need your order quickly we will do our best to help you – but we ask that you contact us prior to purchase to confirm that it is possible. Otherwise you can expect delivery within 20 business days. We are grateful for your patience
What If my Order did not arrive within 10 business days?
If your order has not arrived via Ground Shipping- please wait until 10 business days have passed and contact us at email@example.com with your Lilikoi order number (not PayPal transaction ID), postal code and full name
What if I need my order urgently?
If you have a date by which you need your order- a special event , gift etc- please let us know ASAP via email and we will make sure that your order is received by that date . We are more than happy to make this happen for you. Please note: due to our rural location, overnight shipping to anywhere other than the greater Vancouver Area is not possible.
Can I buy Express Shipping?
At this moment we are not offering this service. We have tried it in the past, but so many customers bought it that it was creating a backlog for customers who had not purchased premium shipping. We will revisit the idea in Fall 2015 and hope to have it in place for the Holiday 2015 season.
If I am a Nelson Local Can I Pick Up My Order?
Unfortunately you cannot. We have tried this unsuccessfully. If you do not wish to pay shipping you can access a studio open house and shop in person. Please join our mailing list or follow us on Facebook to be sure to receive notification of upcoming open house events
What Is the Return Policy at Lilikoi?
If you are not 100% in LOVE with your new Lilikoi you can return it for a REFUND IN FULL or an exchange. At Lilikoi we are very confident that you will love the feel and fit of your new garment, but we are also committed to your happiness!
What are the Instructions for refund or exchange?
Please email us at firstname.lastname@example.org and we will provide you with the required return document .
You may return your item for exchange or refund within 2 weeks of the date of delivery. Merchandise must be returned in its original condition with the tag still on. Original shipping fees are non-refundable. The customer will accept responsibility for shipping charges on items returned to Lilikoi. Lilikoi will pay to ship new items to the customer. We strongly suggest that you use a tracked method of shipping. Clearance items are final sale and not eligible for refund or exchange. Refunds are processed within 2-3 weeks.
Please send exchanges to: LILIKOI 351 B BAKER STREET NELSON BC V1L4H6 CANADA