Shipping & Handling Policy

At The Urban Lily, we are committed to delivering your carefully selected apparel with care, reliability, and efficiency. We strive to ensure every order arrives safely and on time, no matter where you are.

1. Order Processing Time

• All orders are processed within 1–3 business days (Monday through Friday, excluding weekends and public holidays) after payment confirmation.

• Orders placed after 2:00 PM HKT will begin processing on the next business day.

• During promotional periods or seasonal sales, processing times may extend slightly. We will notify you promptly if any significant delays are expected.

2. Shipping Methods & Carriers

We partner with trusted international carriers to deliver worldwide. Available shipping options will be displayed at checkout and may include:

• Standard Shipping (economical and tracked)

• Express Shipping (faster delivery with full tracking)

• Priority Shipping (premium speed with enhanced handling)

3. Shipping Costs

Shipping fees are calculated based on:

• Destination country or region

• Package weight and dimensions

• Selected shipping speed

• Any applicable remote area or security surcharges

All costs are transparently displayed before you complete your purchase, with no hidden fees.

4. Delivery Time Estimates

Standard Shipping:

• North America: 7–15 business days

• Europe & UK: 8–16 business days

• Australia & New Zealand: 10–18 business days

• Asia & Other Regions: 7–20 business days

Express Shipping generally reduces transit time by 30–50%.

Please note: Delivery estimates begin once the order is shipped and do not include potential customs processing delays.

5. Order Tracking

• Once your order ships, you will receive a shipping confirmation email containing your tracking number and a direct link to monitor delivery progress.

• Tracking information may take 24–48 hours to update in the carrier's system.

• You can also check your order status by logging into your The Urban Lily account.

6. Shipping Address Accuracy

• Please ensure your shipping address is complete and accurate before submitting your order. We are not responsible for packages shipped to incorrect or outdated addresses provided by the customer.

• If you need to change your shipping address after placing an order, please contact us immediately at theurbanlily@outlook.com. Changes can only be made before your order is dispatched.

7. International Orders: Customs & Import Fees

• International shipments may be subject to customs duties, taxes, or import fees imposed by the destination country.

• These charges are the customer's responsibility and are not included in our shipping or product prices.

• We declare all packages accurately as "Apparel" with the true purchase value. We do not mark shipments as "gifts" or underdeclare values.

8. Delivery Delays & Lost Packages

• While we strive to meet delivery estimates, occasional delays may occur due to customs inspections, weather events, carrier disruptions, or regional circumstances.

• If your tracking shows no movement for 10 or more business days, please contact us. We will initiate an inquiry with the carrier on your behalf.

• If a package is confirmed lost by the carrier, we will either reship your order or issue a full refund, depending on product availability and circumstances.

9. Undeliverable Packages

Packages may be returned to us if:

• The address is incorrect, incomplete, or inaccessible

• The package is unclaimed after multiple delivery attempts

• Required customs fees are refused by the recipient

In such cases, we will contact you to arrange reshipment. Additional shipping fees may apply.

10. Contact Us

For any shipping-related questions or concerns, please reach out to our customer service team:

Email: theurbanlily@outlook.com
Phone: +852 2563 4971
Business Hours: Monday–Friday, 9:00 AM – 6:00 PM HKT

We appreciate your trust in The Urban Lily and look forward to bringing style and comfort to your wardrobe.