FAQ


 

Account

Do I need to create an account?

Not at all. Creating an account is optional. The benefit is a faster check out and your saved information. 

I forgot my password.

We are unable to change your password for you, but after clicking the Sign In link, you can click Forgot password to send yourself a password reset email. The link will expire after 24 hours.


 

Orders

What payment methods do you accept?

We currently accept Visa, Mastercard, American Express and Apple Pay, 

What currency are your prices in?

All of our products are listed in Canadian dollars. 


 

Shipping

How much is shipping?

We offer a flat rate fee based on your location and total purchase amount before taxes. Visit our Shipping page for full details.

Where do you ship to?

Currently we ship all across Canada and the USA. Contact us at service@lilywinter.com for International orders.

Do I have to pay duties on my order?

Orders shipped within Canada do not incur duties. For USA customers you will be responsible for any duties, taxes or custom charges applied upon receipt.

How can I track my order?

One your order has been processed and dispatched you will receive an email from Canada Post that will include a link with your tracking details.


 

Returns & Exchanges

What is your return policy?

We gladly accept returns on all items for a full refund within 14 days from time of delivery. Items must be unworn and have all original tags attached. Please visit our Return Policy page for full details. 

  • We kindly ask that you do not send your return using a personal shipping label. Please contact us at service@lilywinter.com to receive a label so that we are able to track your package, making your return faster and smoother.

  • Your refund will be credited to the original method of payment with shipping and returns fees deducted.

Can I exchange an item?

Currently we do not offer exchanges. 

Can I return a personalized item?

Unfortunately we can't accept returns on any personalized items.

When will I receive my refund?

Refunds will be processed within 7 to 10 business days upon receipt of your return package. 


 

How to I clean my cashmere?

We commend hand-washing in cold-tepid water and laying flat to dry. For full steps read our Product Care section.  

Product Care


 

Philanthropy

How much of your proceeds go to charity?

We are donating 5% of our revenue towards our current organization of choice. 

How do you determine what charity to give to?

We are careful in selecting what charities we choose to work with. We look for non-profit organizations whose main focus is supporting women artisans in developing countries and plan to use the monetary funds we donate to directly impact the women through either training, education, or social programs. Visit Giving Back to learn more.