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FAQs

Question: What collar size do I need?

Size chart:

This size chart is true if you want your collar buttoned to the top.

– Size 1 » Your neck circumference: < 33,5 cm
– Size 2 » Your neck circumference: between 33,5 cm & 34,5 cm
– Size 3 » Your neck circumference: between 34,5 cm & 35,5 cm
– Size 4 » Your neck circumference: between 35,5 cm & 37,5 cm

How do I measure my neck circumference?

Wrap the measuring tape around your neck and measure your neck circumference at the level of the larynx. Keep the measuring tape tight as you can see on the picture below.

nekomtrek

The neck circumference on the picture is 31,5 cm

 

Question: What is the price of my order?

The price per product is listed VAT inclusive (21%) and exclusive of transport costs. The transport costs are listed when the order is confirmed.

Question: How much is my Shipping Cost?

Shipping to a European country is free. (UK included)
Shipping costs to the rest of the world is a flat fee of €19,95.

Question: What are the estimated delivery times?

  • Belgium: 1 – 2 business days
  • Neighboring countries of Belgium: 1 – 4 business days
  • Europe: 2 – 5 business days
  • Rest of the world: 4 – 10 business days

Question: Can I return the product for free if the product doesn’t meet my requirements?

If the product does not meet your requirements, we will fully recharge your order if you let us know within 14 calendar days. You can send it back to our address:
Lilirooz
Persilstraat 51G box 201
3020 Herent
Belgium

You can then either exchange it or we can transfer your money back into your account. Please make sure to clearly mention your order number and your bank details for credit if necessary. The paid amount will be transferred back into your account as soon as the goods have been delivered back to us. Products can only be returned in their perfect, original, undamaged and unused state, in their original packaging.

Use our return portal to send it back »

Question: How can I make my payment?

Lilirooz thinks highly of safe payments. We work with Hipay, who will guide you safely through your online payment. You fill in your details, choose your payment method and a connection is made with the payment system Hipay. You can pay via Maestro, Visa, MasterCard or via bank transfer. (Your order will be sent upon receipt of your payment via bank transfer or it can be collected as soon as the full amount is on our account.)

Question: What if my online payment fails?

First try again. If things go wrong again, please select another payment method. If the problem still persists we recommend you to contact your local bank as payments can only be declined by your bank. I hope you understand that your order will only be processed once your payment has been confirmed.

Question: Do I get an order confirmation?

Yes, as soon as the order has been confirmed and the payment via Hipay has been received, an order confirmation is sent via e-mail. The same goes for payment via bank transfer or for collection of goods. This confirmations gives you an overview of the ordered products, the quantities, the price, the payment method and the delivery address.

Question: How do I know when my order is sent?

When we send your order, you will receive an e-mail from us to inform you.

Question: Can I get an invoice when I'm a company?

Unfortunately it isn’t possible to get an invoice for your purchase.

Question: Why do I need to register an account first?

When you place your first order, we ask you for your personal details in order to deliver your order for the attention of the correct person and to the correct address. With every next order you place, your e-mail address and password will suffice. You can always amend these if necessary. You can register a personal account/file at all times or you can log in with the details you have provided.

Question: What if I can’t remember my password?

If you can’t remember your password, you can click ‘forgot your password?’ when confirming your order. You will then receive an e-mail from us with a new password.

Question: What if something is wrong with my order?

If you notice that the goods are damaged upon delivery, please contact us as soon as possible (preferably within 24 hours). You can contact us via via e-mail info@lilirooz.com. We can work on a solution together. The product needs to be returned Lilirooz, Persilstraat 51G Box 201, 3020 Herent. Products always need to be sent to us in their original packaging (= unopened packaging). Costs for the return are at the buyer’s expense.

Question: Can I have gift made?

Unfortunatelly this isn’t possible.