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FAQ - Order Status

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Order Status

Why was my order cancelled?
On rare occasions, we cancel customer orders for the following reasons:

  • For your protection, we require that the billing address you use Lily’s Playhouse to match the billing address on your credit card. If your credit card issuer can't verify your billing address, we cancel your order for security reasons.
  • You contact and request us to cancel the order.
  • The product you ordered cannot be supplied.
  • Your payment by Bank Deposit was not received within four business days.
  • We are unable to contact you if we have any matters that need to be resolved, eg out of stocks, shipping charges, or credit card details.

We don't normally send a cancellation notice and you won't be billed for any cancelled orders.

Has my order shipped?
Click the "My Account" link at the top right hand side of our site to check your orders status.

How do I change quantities or cancel an item in my order?
Changes to your order is possible before payment has been made. Once your payment has been made we are only able to change or cancel your order before the order has been sent to the warehouse. Once your order has been sent to our warehouse the order is no longer editable and cannot be cancelled. Please contact us as soon as possible if you need to change or cancel your order at any stage.

How do I track my order?
Click the "My Account" link at the top right hand side of our site to track your order.

My order never arrived.
Click the "My Account" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

An item is missing from my shipment.
Click the "My Account" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays you’re Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

My product is missing parts.
Click the "My Account" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays you’re Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

When will my backorder arrive?
Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you. If your item is placed on backorder, a customer service advisor will contact you to advise a possible date of availability.