Order issues
Changing or cancelling an order, tracking, wrong or damaged items and missing confirmation emails.
Orders and delivery support
Can I change or cancel my order after placing it?
Contact support@lilixa.store as soon as possible and include your order number and the requested change. We will try to process your request before fulfilment begins, but changes and cancellations cannot be guaranteed. Once an order has entered fulfilment or has shipped, it may no longer be possible to change or cancel it. If a cancellation is confirmed after payment has been collected, the refund will be issued to the original payment method. If the order has shipped, you may request a return under our Return and Refund Policy. This does not affect any statutory rights you may have.
How do I track my order?
When your order ships and tracking is available, you will receive a shipping confirmation email with a tracking link. Check your spam or junk folder if you cannot find it. Items may ship separately, so you may receive more than one tracking link. You can also use the Track Your Order page or email support@lilixa.store with your order number.
I received the wrong or a damaged item. What should I do?
Email support@lilixa.store as soon as possible. Include your order number, a description of the problem and clear photos of the item and packaging if possible. Do not return the item before receiving instructions. We will arrange the appropriate replacement, refund or other remedy in accordance with your rights.
Are all products in stock?
Yes. We only sell products and variants that are currently in stock. If a size or colour is unavailable, it cannot be purchased. Adding an item to your cart does not reserve it; availability is confirmed when you complete your order.
Will sold-out items be restocked?
Some products may be restocked, but availability depends on the supplier and cannot be guaranteed. Check the product page or email support@lilixa.store with the product link if you would like information about a particular item.
I did not receive an order confirmation email. What should I do?
Check your spam or junk folder and confirm that you used the correct email address at checkout. If you are unsure whether the order completed, check your payment status before trying again. If you see a charge or pending payment but have no confirmation email, contact support@lilixa.store with your name, the email address used at checkout, the transaction date and the amount. Do not place a duplicate order or send full payment-card details.