Shipping Guide

As mentioned, Lilium is operated by only one person and does not attend to the store full-time. So delays may become inevitable when it comes to production or shipping of some packages. But rest assured that each item is made with love and checked for quality before they are shipped to you.

COVID-19 RESTRICTIONS SHIPPING SET-UP

The postal office is slowly opening up their services for international parcels. Because of the on going pandemic and indefinite quarantine here in Metro Manila (from March 15, 2020 until current time), postal services here in the Philippines still cannot ship to certain countries. So other international orders will still be shipped out using PostNord or SingPost via a partner private courier. This will result in higher shipping fees for countries serviceable by aforementioned couriers, and longer transit time for mail in general to arrive at your door.

Current transit time:

  • PHLPost regular mail (postal), usually 18-25 business days based from experiences of local artists with online stores
  • PostNord / SingPost (postal), usually 15-20 business days but now takes up to a month depending on your country
  • DHL Express, usually takes 2-3 days but now takes up to a week
  • USPS, usually takes 3-5 days but now takes up a week or two due to current events

Current shipping schedule:

  • PHLPost regular mail (postal), will ship out every other Friday
  • DHL Express (USA), will ship out weekly
  • PostNord / SingPost (postal), will ship out weekly, minimum batches of 5
  • USPS, ships within the week the DHL Express package arrives in San Leandro CA

USA customers with big orders

For customers based in the USA, heavy orders will be shipped monthly in bulk via DHL Express to a contact in San Leandro, CA who will then ship your packages individually via USPS. You will receive your tracking numbers on Saturdays: USPS tracking number of your package going to your given address. 

Post office restrictions for overseas mail

PHLPost can only ship out to the following countries. So Regular Mail price only applies to customers based in these countries.

  • Australia
  • Bahrain
  • Bangladesh
  • Belgium
  • Brunei
  • Cambodia
  • Canada
  • China
  • Egypt
  • France
  • Germany
  • Greece
  • Guam
  • Hong Kong
  • India
  • Indonesia
  • Ireland
  • Italy
  • Japan
  • Jordan
  • Kuwait
  • Macao
  • Malaysia
  • Myanmar
  • Netherlands
  • New Zealand
  • Oman
  • Pakistan
  • Papua New Guinea
  • Qatar
  • Saudi Arabia
  • Singapore
  • South Korea
  • Spain
  • Switzerland
  • Taiwan
  • Thailand
  • UAE
  • UK
  • USA
  • Vietnam

Other countries

Countries serviceable by PostNord, SingPost, and PHLPost will pay for their shipping fees normally at checkout and have their packages shipped out from the Philippines directly to their respective addresses. The transit time may be up to 30 days as indicated above. But it will still depend on your country if they can receive parcels already.

Should your country be not serviceable by DHL, PostNord, SingPost, or PHLPost, feel free to inform me via the contact form or dm me on Twitter. You may opt to wait for your country to be serviceable by private couriers or for our local post office to open up, or you may receive a refund for your order.

Please note that DHL eCommerce cannot accommodate Singapore addresses or PO boxes.

DHL eCommerce restrictions for overseas mail

DHL eCommerce is currently unavailable. This is due to our local partner courier no longer being partnered with DHL. We are currently looking for alternatives. So for the mean time, a different partner courier is being used to help ship out internationally via PostNord and SingPost.

Tracking for packages:

 


 

MY TRACKING NUMBER ISN’T WORKING, WHAT SHOULD I DO?

* This guide is for international bound orders only.

Sometimes tracking numbers aren’t updated as often as they should. I’ve consulted with the staff of my local post office and they said this is usually because of slower logistics due to the lack of staff during the pandemic.

There are times that the tracking numbers works after a day or so, but there are also times the tracking would only reflect updates when they’re already in the destination country.

eg. I ship a package to USA on Monday, tracking doesn’t reflect status until after 2 Fridays when the package is already in the USA.

Previous orders experienced the same dilemma, but their packages did arrive around the estimated transit time. Delays would depend on your local community’s travel and parcel restrictions.

 

WHAT TO DO IF MY PACKEGE DIDN’T ARRIVE? 

* This guide is for international bound orders only.

Because of Covid-19, many are suffering due to delays in postal service around the world. Many countries still have restrictions for parcel acceptance so patience is truly needed in this time.

Packages that usually take 15-20 working days to arrive have recently been taking up to 25-30 working days to be delivered.

* working days do not include weekends and local holidays

It may take longer than that depending on where you live and when you order items, so consider whether to buy during peak season or holiday rush.

All shipments have tracking numbers. If your order hasn’t arrived yet, please check your tracking number. You may check with your local post office if it’s already there by giving them the tracking number.

If your local post office still does not have your package, kindly wait a little longer. They might be taking time to sort mail due to being short staffed during a pandemic.

On the event that your package does not arrive in 60 working days after ship out date OR your tracking number isn’t working by this time, you are eligible for getting a REPLACEMENT. Please use the contact form to inform me.

* ship out date is when you receive the tracking number

Replacement items are FREE. Customers will just pay additional shipping fee of PHP 300 (~$6 USD), the cheapest option with tracking for packages up to 100g / 4oz in weight.

In this situation, expedited shipping via EMS is an available option for PHP 1,500 (~$30 USD).

If you message me 70 or more working days after your order was shipped out to report that it still has not arrived to you, I will send replacement items for FREE. Replacement items will be sent out via PHLPost Regular Mail and shipping fee will be shouldered by the seller.

In this situation, expedited shipping via EMS is an available option for PHP 750 (~$15 USD).

If your replacement package does not arrive in 30 working days after ship out date OR your tracking number isn’t working by this time, you are eligible for getting a REFUND. Please use the contact form to inform me.


* REFUNDS WILL ONLY BE DONE VIA PAYPAL.

 


 

Orders bound for local Philippine addresses are still sent out via DPX PH for Metro Manila addresses and LBC Express or Ninjavan for provincial addresses. Tracking numbers will be provided, but it may take up to 24 hours or more after you receive the confirmation email before the tracking number updates on the website.

If you want to use Grab or Lalamove for your items, please contact the store first before placing your order. You will pay only for your order, and then pay the rider the delivery fee.

For customers based in the Philippines, packages normally arrive around 3 to 7 days (holidays and weekends not included) after they are shipped. 

Please note that once packages have been shipped that Lilium has no means to track your packages other than the given tracking websites. So concerns regarding packages in transit should be forwarded to your local post office.

 


 

ESTIMATE SHIPPING FEE

To check how much your shipping would approximately cost, just input your country and state/province at the cart page or checkout page. Make sure these information are complete to give you a more accurate estimate for your order’s shipping fee.

 

CASH ON DELIVERY

Cash on Delivery is only available for customers based in the Philippines purchasing items that are already on-hand. If the item you want to purchase is a preorder item, it is not eligible for Cash on Delivery and the fee will not reflect accurately. You may opt to wait for the item you want to be on-hand or pay for your order via Bank Transfer or PayPal.

You may also access Lilium on Shopee.

 

TRACKING NUMBERS

Orders bound for overseas addresses are packed with love and sent out via PHL Post, our local post office. Tracking numbers will be provided, but it may take 36 hours or more after you receive the confirmation email before the tracking number updates on the website.

Packages can be tracked via the USPS Tracking Website or the PHL Post Tracking Website.

For overseas customers, packages normally arrive around 10 to 14 days (holidays and weekends not included) after they are shipped. For some countries it may take a month or two depending on how the packages are handled.

Orders bound for local Philippine addresses are packed with love and sent out via DPX PH for Metro Manila addresses and LBC Express or Ninjavan for provincial addresses. Tracking numbers will be provided, but it may take up to 24 hours or more after you receive the confirmation email before the tracking number updates on the website.

For customers based in the Philippines, packages normally arrive around 3 to 7 days (holidays and weekends not included) after they are shipped. 

Please note that once packages have been shipped that Lilium has no means to track your packages other than the given tracking websites. So concerns regarding packages in transit should be forwarded to your local post office.

 


 

If you have other questions, you may use the contact form or message Lilium via other social media platforms indicated on the store’s home page.