Shipping & Returns
SHIPPING & RETURNS
SHIPPING
Global Delivery
We ship worldwide through premium insured carriers, ensuring your pieces arrive with the care they deserve.
Delivery Times
- Italy: 1-2 business days
- Europe: 2-3 business days
- International: 4-7 business days
- Express Options: Available at checkout for urgent needs
Ready-to-Ship Items
Orders placed before 2:00 PM CET dispatch within 24 hours. You'll receive tracking information once your piece begins its journey.
Pre-Order Items
Require 12 business days for completion before shipping. We'll notify you when creation begins and when your piece dispatches.
Bespoke & Haute Couture
Timeline confirmed during consultation. Typically 4-8 weeks depending on complexity.
Shipping Costs
- Italy: €10 (free over €500)
- Europe: €20 (free over €750)
- International: €35 (free over €1,000)
- Express shipping rates calculated at checkout
PACKAGING
Each piece arrives in archival tissue within our signature packaging protection that honors the garment within. Haute couture includes a custom garment bag for long-term storage.
RETURNS
Return Policy
We accept returns within 14 days of delivery for ready-to-wear pieces that are:
- Unworn and in original condition
- With all tags attached
- In original packaging
Exclusions
- Bespoke and haute couture pieces (final sale)
- Sale items marked as final sale
- Altered pieces
- Intimate wear and accessories
Return Process
- Email support@lilyvenus.com within 14 days
- Receive return authorization and prepaid label
- Pack securely in original packaging
- Drop at designated carrier location
- Refund processed within 5-7 business days of receipt
Exchanges
For size exchanges on ready-to-wear pieces, we expedite shipping on the new size once the original is in transit back to us.
ORDER TRACKING
Track Your Order
Once your piece ships, you'll receive:
- Confirmation email with tracking number
- Direct link to carrier tracking page
- SMS updates if opted in
Tracking Access
- Through your account dashboard
- Via order confirmation email
- Customer support can provide updates
Delivery Confirmation
All shipments require signature on delivery to ensure your piece reaches you personally.
INTERNATIONAL ORDERS
Customs & Duties
International orders may incur customs duties and taxes determined by your country. These are the responsibility of the recipient. We declare accurate values for customs purposes.
Restricted Destinations
We currently cannot ship to P.O. boxes or APO/FPO addresses. Some countries may have restrictions verify at checkout.
CARE IN TRANSIT
Our carriers are instructed in handling fine garments. Each package is:
- Marked as fragile
- Insured for full value
- Tracked at every stage
- Climate-controlled where needed
QUESTIONS?
Customer Support
support@lilyvenus.com
+39 348 8423854
Monday - Saturday, 9:00 AM - 6:00 PM CET
We're here to ensure your piece arrives perfectly and on time. Any concerns about shipping or returns receive priority attention.
From our hands to yours, with care at every step.