Customer Service

CUSTOMER SERVICE
This site was created with our Valued Customers in mind, many of whom have been to our shop, and know & trust that we will offer you the best shopping experience possible. We also hope to serve new customers who have not had the pleasure of visiting our beautiful & historic city.  Please let us know if there is anything we can do to improve your shopping or browsing experience.

Because of the nature of the products we carry, we take extra care in making sure the products sent to you are in optimum condition. Our vintage items are selected in part because their condition is generally excellent for their age. Keep in mind, they are delicate, and need to be treated with care.

If you are sending a gift and would like us to give it an extra special touch, just let us know. Please give Lily a call or send an email to discuss any special requests, and we will be more than willing to accommodate your request. 

If you prefer not to use the website for your order you may place your order by telephone.

Lily thanks you for your patronage.

PAYMENT
We accept American Express, Discover, Visa and Master Card.

ORDER FULFILLMENT & CONFIRMATION
Once your order is placed we will send you an order confirmation by email. 

In the unlikely event an order contains any item that is unavailable for any reason we will contact you and refund any charges associated with that item. Your order will be processed within 48 hours of receipt of payment.

SHIPPING & PROCESSING
We ship using FedEx within the Continental U.S. only. We can not ship to a P.O. Box. You will receive a tracking number after your order is shipped. 

You can preview shipping rates on the SHIPPING & PROCESSING page. At this time we do not offer expedited shipping through our website. 

DAMAGES
If any item is received damaged by the shipper, please notify us within 48 hours of receipt. Please keep all packaging and boxing materials. We may not be able to process a claim without them.

REFUND POLICY
JEWELRY, CANDLES, LOTIONS, FRAGRANCES, VINTAGE FINDS, and CUSTOM ORDERS are FINAL SALES. Our apologies, but we cannot accept returns or exchanges on these products.

As to ALL OTHER PRODUCTS, if you are unsatisfied with your purchase, within 10 days from date of your original purchase, you may EXCHANGE the unsatisfactory item(s) for STORE CREDIT ONLY. We DO NOT ISSUE REFUNDS of any kind. Any product(s) being tendered for exchange must be in unused, unworn condition and in the original packaging. Please call us to make arrangements. Please do not return an item to us without prior authorization, we do not accept unauthorized packages and your package will returned to you at your cost. We recommend that you return the item via an insured carrier (e.g., FedEx, UPS, or USPS Priority Mail), and that you insure the item(s) for its full value. Make sure to retain all postal and insurance receipts to protect you in case of damage or in the event your package is lost in transit.

PRIVACY
Your privacy is important to us. We collect only the information needed to process your transaction. 

SECURITY
Our shop is hosted by Shopify and we use Shopify to process payments through our online store.  Shopify is trusted name in the world of commerce.

DISCLAIMER
Lily Charleston does not represent or warrant that the content accessible in this site is accurate, complete or current. Pricing and availability information is subject to change without notice. We reserve the right to refuse shipment of product to anyone for any reason.

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