FAQs

Orders

Do you offer discount codes?

You can receive 10% off your first order by subscribing to our newsletter, it’s that easy :) (Check your spam folder). Plus you are the first to know about any promotions or product launches first. Not applicable on Black Friday, Cyber Monday or Boxing Day Sales.

How do I use my coupon code?

Coupon codes must be entered at checkout. Each coupon code can be used once per customer. If a coupon code shows that it is expired, this means you have used it in a past order.

For promo codes related to a promotion, these need to be applied at the time of the purchase. We will not apply it on prior orders or after the promotions is over.

I have a promo code or a gift card where can I apply it to my order:

When you are checking out, you will see a box indicating “Gift card or discount code”. Enter your gift card number or promo code there and your order will be updated automatically.

I didn’t receive my promo code:

Please check your spam folder as it can be found there, if not please reach out to us at hello@miliandlilies.com and we will be happy to help you.

My 10% off discount code isn’t working on some items:

The promo code doesn’t apply on certain brands and categories. Petit Apprenti is excluded from the 10% off promo code.

Each coupon code can be used once per customer. If a coupon code shows that it has already been used, it means you have used it on a past order.

Order processing time:

This is the time between when your order is placed until its dispatched out.

For personalized products, our processing time is 5-7 business days. For peak periods for example product launches and promotional periods (Black Friday, Cyber Monday and Boxing Day) processing time are longer as I am the only one embroidering your beautiful orders which would be around 10 -14 business days.

If you have a last minute gift or order, we offer a rush order add on. This will bump your order at the front of the queue.

Non-personalized order processing time: 1-3 business days.

Can I pick-up my order instead of having it delivered?

We are an online boutique which means we do not offer pick-ups or return drop-offs.

Where do your items ship from?

We are located in Canada, all our prices are in CAD.

What is the currency in the boutique?

All the prices are in CAD, however if you wish to you can change the currency to your desired currency either USD, EURO or GBD.

Is it possible to add a message to an order?

Yes! Absolutely we will add your message to the thank you card. You can add your message in the “Add Order Note” in your cart. We will also remove all prices.

How can I buy a gift card?

You can buy an electronic gift card right here:

https://www.miliandlilies.com/collections/gift-card

All gift cards are non-refundable

There is a product I want but is out of stock, when will you be receiving it?

You can add your email address to the back in stock notification on the product and you will be the first to know as soon as it is back :)

I am looking for a size guide.

When available we add it to the product description , however some brands do not have a size guide.

For SpearmintLOVE products, they do not have a weight/size chart. They recommend to select the newborn sizes if your baby is 8 pounds or less and if you want it to fit well as a coming home outfit. Size 0-3 months would be recommended if your baby is more than 8 lbs.

They recommend going up one size from what your little one normally wears, so if your baby usually wear 0-3M, we would recommend the 3-6M and so on.

Please note that the Waffle Collection is 100% Organic Cotton, therefore, they recommend leaving additional room for shrinkage that may occur on the first wash.

Delivery

What are the delivery costs:

In Canada, orders less than 100$ for Quebec and Ontario, we offer a flat rate of $9.99. Delivery includes full tracking. For both provinces, we use Purolator with takes on average 2-3 business days however longer delivery times are out of our control. Orders over 100$ in Quebec and Ontario receive free shipping.

For all orders less than 135$ for Alberta, British Colombia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Prince Edward Island and Saskatchewan, we offer a flat rate of 14.99$. Delivery includes full tracking. Shipping time may vary between provinces however on average of 5-10 business days, please note that longer delivery times are out of our control. Orders over 135$ for the provinces listed above receive free shipping.

For Northwest Territories, Nunavut, Yukon, the shipping price is calculated at checkout. The carrier used is Canada Post and shipping time may vary.

Please note, free shipping does NOT apply on the learning towers. There is a flat rate of 19$ that is applied at checkout.

All shipping charges, including returns, are non-refundable.

For all orders less than 100$ CAD, for the USA we offer a flat rate of $12.99 CAD. Orders over 100$ CAD receive free shipping.

How long does delivery take?

We process your order within 1-3 business days for all non-personalized order.Please note that time may be longer if we are having a promotions ( For example, Black Friday, Cyber Monday or Boxing Day)

Delivery time varies per carrier used and location. Quebec and Ontario, delivery takes approximately 2-3 business days.

Rest of Canada, delivery time may vary per province from 5-10 business days.

Delivery time to the US, varies between States on average it’s 3-10 business days.

When your order leaves our warehouse, you will receive an email with your tracking number to track your package. This tracking number will be activated between 24 to 48 hours after you receive it.

How can I track my order?

Yes, you can see the updated status of your order, to do si please use the tracking number you received after confirming your order. Click on it to see the status of your order.

Returns

Return policy

Returns must be made within 7 days of receiving your order. Simply fill in the return form here in order to start the return process. Please note that we will send you a confirmation email once we have authorized the return

To be eligible for a return, your item must be unused and in the same condition that you have received it, neither worn nor washed. It must also be in its original condition with all the tags.

Returns that are missing tags or are damaged will not be processed and will not be returned to the sender.

For hygiene reasons, the following items are non-refundable items: Teethers, jewelry, silicone feeder, body care, swimsuits, soaps and pacifiers.

Gift cards are non-refundable.

Personalized Clothing are non-refundable.

Refunds will be for the original order amount of the product less the shipping cost.

Kindly note that we are a small business and cannot offer return shipping. All costs for shipping us back the items are the responsibility of the customer.

Shipping costs are non-refundable.

In order to guarantee that we will receive your returned item, you should consider using a trackable shipping service or purchasing shipping insurance when shipping us back your item.

All items purchases on sale, using a promo code, or during a promotions are FINAL SALE and may not be returned.

Can I physically come and return my item directly to you instead of shipping it back?

Unfortunately this is not possible, we are an online only store and only accept returns by mail. We do not accept return drop-offs.

Can I make an exchange?

We do not accept accept exchanges, only refunds. We prefer treating each transaction separately, so you will not need to wait for the return to be completed before ordering and receiving the correct item. Simply return your item and place a new order.

What is the return policy for sale or promotional items?

All items purchased on sale, during a promotion or with a promotional code are final sale. No returns or exchanges are possible.

Only one promotion can be applied at a time, you cannot combine two promotions or promo codes.

We do not offer price adjustments on any previously purchased products. Sales and promotions do not apply to purchases made the day before or a few days before a promotion.

How do I return a product?

You have 7 days following the email approval to mail us back your return, if the 7 days are not respected we will process a store credit and not a refund.

Please note refunds will be for the original order amount of the product less the shipping cost.

The refund will be made to your original method of payment. Please allow 3 to 7 business days to receive your refund, however this may vary between different banks.

My order is lost, stollen or damaged, what should I do?

In the unfortunate situation that your package is lost, stollen, damaged or simply did not arrive at all. We got you covered and are here to help. Mili & Lilies is not responsible for lost, stolen, or damaged packages. To help mitigate these shipping issues, we have provided a package protection service that you can add to your order for a small fee at the time of checkout. This service will cover shipping issues that fall into the criteria below:

Orders with Route Order Protection

When you place your order, you will have the option to opt-in to protect your package against damage, theft, or loss with Route. If you choose to purchase this added protection and you have an issue with your package, all you need to do is submit a claim to Route. Most claims are automatically approved and Route will ask you if you want a replacement order or a refund. We always encourage you to opt-in to Route simply due to it's simplistic nature of package issue resolutions.

Please note the following :

Lost packages: Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 calendar days after the scheduled delivery date for Canada, domestic shipments (20 calendar days for international shipments, including USA and within 30 calendar days from the last checkpoint. If there has not been a tracking update in 7 calendar days, this is considered lost and a claim can be filed via Route. Please do not wait longer than 30 calendar days from the last tracking update - these will not be accepted or approved by Route.

Damaged: If you have received your order and it is damaged, a claim, with photos of damage, can be filed via Route. Do not wait longer than 14 calendar days from when the package was marked delivered - these will not be accepted or approved by Route.

Stolen: Orders marked as “Delivered” yet not received and where there is no evidence of “porch piracy” must be made 4 calendar days after “delivery date”. Do not wait longer than 14 calendar days to ensure it was not mis-delivered or easily found around the premises.”Route Protection may ask you to file a police report when the package is marked as delivered.

If requested, the customer will file the police report and include an explanation that Route is a package protection company, and we have protected the customer’s package that has been stolen. To process the order issue with Route, Route is requiring a police report.
Send Route the police report PDF & number in the order issue.Upon request, Route may require additional documentation such as proof of identity, a notarized statement, address, etc.

Orders without Route Order Protection

If you did not opt-in to have Route protect your order, no need to worry, we can still get you taken care of. Make sure to do the following:

Submit a claim through the delivery service used to send your package

Please note if you have opted-out of the Route order protection, the maximum covered amount by any carier is 100$ CAD. This is the maximum reimbursed amount, and not the total order amount since the package total value was not additionally covered by ROUTE. Mili & Lilies is not liable for lost and stollen packages.

For any other questions do not hesitate to reach out to hello@miliandlilies.com