Free freight for retail orders over $60

FAQ's

General FAQ's

What do you do with my personal details?

We take gathering your personal information seriously and as such do all we can to ensure this is kept secure. Please visit our Privacy Policy for detailed information on this.

Are my credit card details secure?

We use various payment gateways on our website. In all instances Lily & George never see your credit card details. All payment providers we use are fully PCI compliant and use industry leading security to keep your details secure.

Do you offer discounts for large orders?

We love to hear from corporate groups or anyone wanting to discuss large orders. We have the ability to custom make products (minimums apply) specific to your needs or simply offer volume discounts if you have found something already suitable. Please contact us at shop@lilyandgeorge.co.nz to discuss these options.

Order FAQ's

When will I receive my order?

We try to dispatch your order within 48hrs of receiving it. Depending on exactly where you are located, it can take 5-7 days to arrive. Please allow a little extra time for rural or more remote areas.

Can I change or cancel my order?

If you contact us right away, we may be able to change the order however due to our streamlined processes this is not always the case. If you need to exchange or cancel your order please contact us on shop@lilyandgeorge.co.nz and we can advise on the best course of action.

I still haven’t received my order?

If your order is still within the expected delivery time we ask that you remain patient whilst the courier gets it to you. You would have also received tracking information allowing you to see exactly where your order is at. If your order is outside of the expected delivery time please contact us at shop@lilyandgeorge.co.nz and we can chase this up for you.

I'm missing an item from my order, what should I do?

We always try to fulfil all orders correctly but at this stage we still use people to package your order up. So, from time-to-time mistakes can happen, if you have found one in your order, please contact us immediately at shop@lilyandgeorge.co.nz and we will put it right.

What if the product I ordered is out of stock?

Our stock is all well maintained, so an error would be unusual. From time to time though, the physical count may not match that within our system, resulting in an “out of stock”. If this happens we will contact you immediately and offer either an alternate product or a refund.

I've received an incorrect item in my order, what do I do?

We always try to fulfil all orders correctly but at this stage we still use people to package your order up. So, from time-to-time mistakes can happen, if you have found one in your order, please contact us immediately at shop@lilyandgeorge.co.nz and we will put it right.

I've received a faulty item, what should I do?

In the very unlikely event you have received a product in less than perfect condition, please contact us immediately at shop@lilyandgeorge.co.nz and we will put this right with either an exchange or full refund, your choice.

Product FAQ's

Where are your products made?

We have an ongoing relationship with a premium factory in China. This relationship spans more than 15 years, where they have continually made exclusive products for our range.

Are your products safe?

Above all else, this is our main priority! The simple answer is YES! But when you look a little deeper you can see that a simple “yes” was not good enough for us, as typically this was not good enough for you either. So, we sought out all the world’s top toy standards and made sure our toys met or exceeded these. 

There are 3 main standards, the one widely used in NZ/AU is the NZS/AS ISO 1824 standard. Not satisfied with just that we looked further afield to both Europe and North America. There we found similar but subtly different standards. These are EN-71-3 in Europe and the ASTM standard in North America. Now we have 3 similar but different standards from throughout the world that we have met or exceeded, that’s why Lily & George is a brand you can trust!

What if one of your products are faulty?

In the unlikely event you have an issue with one of our products, please get in touch on shop@lilyandgeorge.co.nz and we can look at putting this right. All products should arrive to you in perfect condition and be 100% fit for purpose so please don’t hesitate to contact us if this is not the case.

Can I wash your products?

Generally speaking all of our products are machine washable on a gentle cycle. They can then be line dried in the sun to bring them back to good as new. There may be some specific products not suitable for machine wash so please check the care label before washing.

I’ve got this cool design idea, can you make it?

Some of our best designs have started from a comment or idea from a parent. That’s something we love about this industry and something that we love about our size, big enough to make things happen but small enough to listen to our customers. So if you have an idea, comment or something you wish to share, pleased drop us a line and we would love to chat. shop@lilyandgeorge.co.nz 

Trade FAQ's

How to I set up an account/ get trade access?

If you are already a trade customer, please click here to access our log-in page. If you have a store and would like to stock Lily & George products, please click here to go to our online account request form. Once completed we will then be in touch regarding your suitability as a Lily & George stockist. 

Can anyone be a stockist?

Well, no.  We take a lot of factors into account before approving a new Lily & George stockist. These include the physical location of your store and those we may already have around you. Products you wish to stock or the industry you may be servicing. It may also include the suitability of the brand within your store. Once you have completed the account request form we will be in touch as soon as possible.

Do you have everything in stock? 

We try out best to keep all current lines in stock, our website has a live stock feed offering up to date information around what is available, as well as what’s soon to be arriving. All orders are dispatched from our Melbourne warehouse and typically arrive in 4-7 working days.

Is there a minimum order? 

Yes, in order to keep prices to a minimum we do ask that orders meet a minimum level. This will be explained during the account set up process.

© Copyright Lily & George 2022