My Account

Click on LOGIN, and enter your username and password to log in to your account. If you forget your password, simply click the Forgot Password link and we will email you the password. You can change your password once you have logged in. If you need further assistance, please call Customer Care at (888) 495-2282 or use the LIVE SUPPORT to chat with our online customer care staff using the icon on left corner of the Web site.

You may track your order by logging in and select from the MY ACCOUNT menu or on the left side under Products Manufacturers the Your Profile module. Select MY ORDERS.

Awaiting: We are waiting for your action to process the order.
Process: Your order is process by the customer care department.
Backorder: Some or all the items you ordered are not available to ship. We are waiting to receive them in our wearhouse.
Cancelled: Your order is no longer valid. Your money has beed refunded.
Completed: You order has been shipped. It's on your way.
Failed: There was a problem with your order. Contact customer care at (888) 495-2282.
Abandoned: We tried to contact you but we received no answer.

To change your password, simply login and into My Profile you will see at the bottom a place to choose a new password.

Login then select MY ORDERS into My Account menu or in the left side Your Profile module to check the shipping status. Once the order ships, you will receive an email confirmation which will contain a tracking number. For any questions or concerns regarding your order, please feel free to contact us by email, phone or using Live Support chat.

We receive shipments from most of our manufacturers on a weekly basis. Backorders typically take 14-21 days. As soon as the item(s) arrive at our warehouse, we will expedite the processing of your order. You will receive a confirmation email with a tracking number once it ships.

Should your order be delayed beyond the anticipated time, we will contact you with more details. If you have any questions about your order, please feel free to contact Customer Service at (888) 495-2282 or email us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it

We accept Visa, Mastercard with Beanstream secure payment gateway and we also accept Visa, Mastercard, American express, Diners Club, JCB, Discover and Bank transfert with Paypal payment gateway.

Ordering

Orders can be placed via the website, you may also order by calling toll free (888) 495-2282 between 9am till 5pm EST and Live Support to chat with our customer care staff.

We try our best to ensure that all items are constantly in stock. However, if an item is out of stock, we usually expect it to be delivered in 5-10 business days. Most of our manufacturers send shipments on a weekly basis. We will contact you within 24 hours (not including weekends or holidays) if the items are backordered.

What is the currency of the web site?

All the items are priced in U.S. dollars. All invoices are in U.S. dollars.

Provincial and Federal sales tax is charged for all customers located in Quebec, Canada. HST are charge to customers located in Nova Scotia, New Brunswick, Newfoundland and Labrador. We do not charge taxes for USA

Yes, we'll just need to reauthorize your credit card. Please call Customer Care at (888) 495-2282 to do this or Live Support.

We do not accept personal checks.

Once an order shows that it is "Completed," we cannot cancel it.

In some cases, special orders can be placed for items that are not usually found on the website. Please contact Customer Care at (888) 495-2282 or email us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it we will be happy to assist you.

Shipping

We will ship your order via the UPS Service. We do not ship to P.O. Boxes. Standard delivery times are 5-9 business days. Shipping is FREE for ALL U.S. and Canadian orders over 80$, excluding Alaska, Hawaii, Northwest Territories and Yukon. Deliveries to theses locations may take longer than the time specified above.

Orders for in-stock items are shipped within 24-48 hours, excluding weekends and holidays. Due to our extensive selection of styles, sizes and colors, some items may be periodically backordered. We will contact you within 24 hours (not including weekends and holidays) if any portion of your order is backordered. Once your order has shipped, we will send you an email confirmation including a tracking number. Below is information about shipping methods and transit times.

All packages are shipped discreetly in plain packaging. There are no stickers or promotional slogans on the packaging other than those of the carrier.

No. We do not ship to PO Box addresses. Since we request a signature for the delivery.

We will ship the portion of your order that is in-stock. This applies to USA and Canadian orders and any International order that is over $400. You will receive a shipping confirmation with a tracking number once we ship. And we will contact you to let you know what item is on backorder so you have the option to change color and style if you'd like.

Due to the high cost of shipping international orders, we are unable to offer free shipping on international orders.

No. You will only pay shipping once.

For international orders over $400, we will ship in multiple shipments as necessary. In this case, we will send the in-stock portion via your requested shipping method. The back-ordered items will ship via UPS International Standard or Priority Mail, which generally take 3-8 business days.

Unfortunately, we do not accept third party billing at this time.

Returns

To return an item, please view our complete Return Policy to make sure that the item(s) meet our returns criteria. Once processed, we will issue a credit for the returned items onto the credit card that was originally used.

To exchange an item, please view our complete Return Policy to make sure that the item(s) meet our returns criteria. We will credit the returned items back onto the card that was originally used. Please include a note specifying what items you would like us to ship to you. Also be sure to include your credit card number and expiration date as we do not keep it on file.

All clearance items are clearly marked on the website and on your receipt.

Once we receive your return, it may take up to 2 weeks to process. When we process it, we will email or call you to let you know that your card has been credited. Credits can take up to 72 hours to post to your card depending on the type of card and issuing bank.

Privacy & Security

Yes! You should feel completely secure ordering from us. All transactions are 100% secure and your safety is our most important concern.
We use Thwate SSL Certificate to ensure the information is encrypted and no one can intercept informations.
Credit card are process by BeanStream and Paypal.

No. Our Privacy Policy guarantees that your information will not be disclosed. We use this information only for orders you place.

Miscellaneous

Sign up for our newsletter on any page you can see in the lower left corner NewsLetter box and space to enter your email address. Then click Subscribe.

To unsubscribe, simply enter your email address and click here to unsubscribe or in My Account and select the Email Settings option. Or if you would prefer, please feel free to contact us and we will be happy to assist you via phone.

Lilybertine.com operates entirely online and does not currently have any retail locations. To view our latest products, please visit our complete catalog on the website.

Due to our frequently expanding list of products, we currently do not have a printed catalog. All of our products can be found on the website.

Our mail-in rebate promotions are offered through the manufacturer of the product. To take advantage of the rebate, simply mail the completed Rebate Form to the manufacturer with your receipt and they will send you the rebate or product specified. If you have any questions about mail-in rebates, feel free to contact us and we will refer you to the correct manufacturer. The Rebate Form was either emailed to you in your order confirmation and shipping confirmation or a paper coupon was included in the shipment. To download the coupon again, you may do so from the product description page.

No, we currently have no Gift Wrapping services.

Please contact us and we will be happy to assist you.