Frequently Asked Questions
Do you need to contact us?
Our customer service team will be happy to help you and recommend the most suitable products. If you have any questions, please email us at info.lilyaperfume@gmail.com
How to select your perfume?
Before you begin, it's important to know what type of fragrances you prefer. Some key questions that can help you are:
- Do you prefer fresh or warm scents?
- Do you prefer floral, fruity, woody, oriental, or citrus fragrances?
- Do you like softer perfumes or those with a stronger intensity?
Look at the detailed description of the perfume, which usually lists the main notes. Look for terms like:
- Top notes : These are the first notes you smell when applying the perfume and are usually fresher (citrus, herbal).
- Heart notes : These are perceived after a few minutes and are usually more floral or spicy.
- Base notes : These are the ones that remain on the skin the longest, generally more woody, oriental or vanilla.
Example: If you like sweet fragrances, look for perfumes with notes of vanilla, caramel, or honey.
Contact us if you have any questions.
In what format can you buy the perfume?
The 50 ml bottle is considered a balanced size. It's neither too small nor too large. It's enough to last for several months, but it's not as expensive as a larger 100 ml bottle.
The 50ml bottles are compact enough to be convenient for carrying in your purse or traveling, but not so small that you'll quickly run out. Plus, the amount is enough to give you plenty of time to use before needing to buy another bottle.
Free Samples
Do you want to try our perfumes?
Every now and then we release samples to our customers for free, so to stay up to date, subscribe to our email so you get all the information.
If you place an order online, you can indicate the perfumes you'd like to try in the "Notes about your order" section before completing your purchase, and our team will include up to two samples depending on available stock.
If you're unsure which perfume to choose, you can request a sample of our latest releases, our best-selling fragrances, or, if you prefer, a perfume similar to the one you purchased. Our team will try to find the best option for you.
The Free Samples service is designed to help you discover new fragrances that you might like. Please do not request samples of perfumes you already know or are purchasing in the same order; this is not the purpose of this service.
Shipping
Where can I receive my order?
You can receive your order at the address of your choice.
Remember that you have the option to change your shipping address whenever you want. Just click the "Edit" button above your address in the "Addresses" section of "My Account," or do so directly before completing your purchase in the checkout area.
This option will only be valid when you are placing your order. Once the order begins processing, no information can be changed. If the order has already been placed but you notice that your address is incorrect or that important information is missing, please contact us at info.lilyaperfume@gmail.com so we can modify/complete your delivery address.
It's important that you check your shipping information when placing an order.
Shipping labels are generated automatically, and if there is an error in the address, the shipping company will likely charge a second shipment, which the customer will have to pay for since it was their mistake.
If the new shipment is not paid for and the order is returned to our facilities, we will cancel the order and refund the price of the products less the shipping costs incurred due to the incorrect address and the return to our facilities.
Order Delivery and Responsibility
During the checkout process, we provide a space for you to include specific notes or comments to facilitate delivery, such as additional address information. However, any instructions to leave the package in uncontrolled access locations (for example, under the doormat, on the landing, with a neighbor, behind a fence, etc.) or any other suggestion that the order be left in a place that may compromise its security or condition, are considered the sole responsibility of the customer.
In these cases, our store is not responsible for loss, damage or any incident that may occur to the package once it has been left according to your instructions.
We recommend that you ensure that someone is available to receive the package or provide us with instructions to ensure the safety of your order upon delivery.
Refused/uncollected shipments
In the event that the order is deposited at a collection point after an unsuccessful delivery, is not collected in time and the order is returned to our facilities, we will cancel the order and refund the price of the products less the shipping costs and those incurred by the return.
When an order is directly rejected by the customer once it has been shipped, we consider this action to be a breach of contract by the customer, who must pay the shipping costs, the costs incurred by the return, and the surcharge for ordering by cash on delivery (if that is their payment method).
When an order is indirectly rejected by the customer, once it has been sent, the customer is absent at the time of delivery, does not open the door to the delivery person, does not answer the phone or messages... Once all avenues for delivery of the order have been exhausted without success, the customer incurs a breach of contract and must pay the shipping costs, those incurred by the return and the surcharge for ordering cash on delivery (if that is their payment method).
Payments
How can I pay for my order?
We offer 2 different payment methods:
Debit and/or credit card: You can pay with your debit and/or credit card, free of charge.
Pay with PayPal: Pay quickly and securely with your PayPal account or with your credit or debit card, without sharing financial information with laboticashop.com. PayPal automatically encrypts sensitive data using the best technologies available.
Is it safe to make payments with my credit or debit card?
To ensure payment security, the Lilya Perfume online store uses the most secure Redsys e-commerce platform, based on the "three-domain model" (3D Secure technology). This solution covers the entire purchasing process, from the moment the cardholder accesses our website to the payment authorization process and customer authentication. It implements the SSL security standard, so that confidential data (16-digit bank card number, expiration date, CSV code) is transmitted directly in encrypted form to the bank's server, without being recorded on the lilyaperfumes.com server.
Returns
Can I cancel my order?
You can request the cancellation of your order by writing to us at our email address.
Once we receive your request, we will cancel the order as long as the status has not changed to "Completed." If this is the case, we cannot cancel the order. Once received, you must return it due to withdrawal. In any case, once we receive your cancellation request, we will respond to the email with more information.
How long do I have to return a product?
If you are not completely satisfied with your purchase, you have 14 days to exercise your right of withdrawal.
Before returning your item, please contact us at info.lilyaperfume@gmail.com. We'll be happy to assist you.
What do I have to do to return or exchange my products?
To return or exchange your products, you must contact us via email at info.lilyaperfume@gmail.com
In the email, you must include your order number and the products you want to return, along with your invoice and contact information.
Please note that for the product to be returned, it must be in perfect condition, meaning it must still be in its original packaging and show no apparent damage. Furthermore, for health and hygiene reasons, and in accordance with applicable regulations, you cannot return items that can be manipulated (fragrances) or products that have been unsealed after delivery.
Exercising your right to withdraw will result in a refund of the price of the returned product and the original shipping costs (except for the increase in the cost of cash on delivery, which is non-refundable under any circumstances). You will be responsible for the direct cost of returning the products to our headquarters.
What happens if I receive a defective product?
If you receive an incorrect, damaged or defective product, you must contact us immediately ( within 48 hours of receiving the order; after that time, no incidents will be processed ) indicating the details of the product as well as the defect it suffers. You can include images so that we can better understand the defect.
From here, we will inform you whether we will refund or replace the defective product and even if we will collect the defective product. If a collection is made, it is essential that you attach a copy of the sales invoice.
Amounts paid for products that are returned due to a defect or fault, when it actually exists, will be fully refunded, including the original shipping costs.
The refund will be made using the same payment method used to pay for the purchase.