Depending on the selected delivery method, the average delivery time for online store orders is 1–3 business days from the time the order is placed.
You can track the status of your order:
○ Via the tracking link sent through the Montonio partner system (sender: Montonio Tracking, subject: “Lilz Kids – Tracking Page”)
○ Via the order dispatch confirmation email
If you have not received an order confirmation, please contact us at info@lilzkids.ee.
In most cases, this is caused by a typo in the email address entered during checkout, which prevents the confirmation email from being delivered.
Yes. Although Lilz Kids primarily operates as an online store, you can collect your order in person at Vana-Aaviku tee 11/2, Aaviku village, Rae Parish, Harju County, 75305, Estonia.
Orders can be collected on weekdays, Monday to Friday, between 10:00 AM and 3:30 PM, by prior arrangement only. As we are not on-site at all times, we require at least 1 hour’s notice before collection.
To arrange a suitable time for your visit, you can:
○ Call or send a message to +372 5559 2882 (Mon–Fri, 9:00 AM–5:00 PM)
○ Email us at info@lilzkids.ee (we respond Mon–Fri, 9:00 AM–5:00 PM)
○ Send us a message via Lilz Kids Facebook Messenger (we respond Mon–Fri, 9:00 AM–5:00 PM)
NB! You are also welcome to visit our showroom by prior appointment only.
Yes, you can change or cancel your order as long as you have not yet received the order dispatch confirmation email. To change or cancel your order, please contact us at info@lilzkids.ee.
Please note that the order dispatch confirmation email may occasionally be delayed, as our system sometimes sends notifications with a slight delay. Therefore, if you wish to make changes to or cancel your order, we recommend contacting us as soon as possible. If your order has already been packed or dispatched, it may no longer be possible to modify or cancel it.
Once an order has been dispatched, it can no longer be changed or cancelled.
Yes, you can add products to an existing order, provided that your order has not yet been dispatched. To do so:
○ Before placing a new order, please contact us at info@lilzkids.ee so that we can take your request into account.
○ Place a new order as usual and select “I will collect it myself” as the delivery method.
○ Include your original order number in the order notes.
NB! During busy periods, we may not notice order notes immediately. Therefore, it is important to contact us before placing a new order. Otherwise, we may have to issue a separate invoice for the shipping costs.
Please note that if the combined value of the two orders exceeds €99, any shipping costs already paid cannot be refunded retrospectively. If you would like to take advantage of free shipping on orders over €99, we recommend cancelling the original order and placing a new combined order, to which free shipping will be applied automatically.
If you have received the wrong item, the wrong size or colour, or if an item is missing from your order, please contact us at info@lilzkids.ee.
We will send the missing item to you as soon as possible.
If the size you received turns out to fit you better, we would appreciate it if you could let us know as well, so that we can make the necessary adjustments to our inventory records.
Yes. Although Lilz Kids primarily operates as an online store, you are welcome to visit our showroom at Vana-Aaviku tee 11/2, Aaviku village, Rae Parish, Harju County, 75305, Estonia.
The showroom is open on weekdays, Monday to Friday, from 10:00 AM to 3:30 PM. However, visits are by prior appointment only. As we are not on-site at all times, we require at least 1 hour’s notice before your visit.
To arrange a suitable time for your visit, you can:
○ Call or send a message to +372 5559 2882 (Mon–Fri, 9:00 AM–5:00 PM)
○ Email us at info@lilzkids.ee (we respond Mon–Fri, 9:00 AM–5:00 PM)
○ Send us a message via Lilz Kids Facebook Messenger (we respond Mon–Fri, 9:00 AM–5:00 PM)
NB! We recommend selecting or making a note of the products, colours, and sizes you would like to view or try on before visiting our showroom. This allows us to have the requested items ready for your arrival. Please note that our showroom is not a traditional retail store. Not all products are displayed on-site; many items are stored in warehouse-style boxes.
When you sign up to the newsletter, we’ll email you a one-time 7% discount code. The newsletter will help you keep up to date with new products and special promotions. You can subscribe to our newsletter using the sign-up form in the footer of our online store or during checkout when confirming your order.
You can find out about current promotions and promotional codes on the Lilz Kids Facebook page, Lilz Kids Instagram account, Lilz Kids Facebook group or our social media partners’ accounts.
Holders of the ,,Perekaart´´ are eligible for a 12% discount code. Read more.
If you have a discount code or coupon, you can add it to the “Coupon Code” field in the shopping cart by clicking on the “Apply Coupon” button.
If the voucher is valid, the message “Voucher code successfully applied” will be displayed and the corresponding amount will be deducted from the total amount of the products.
It is important to note that percentage or amount-based promotional codes only apply to the price of the products and do not apply to transport charges.
Discount codes can be valid for the whole range, for certain product categories or only for full-price products. More information on the conditions for using the voucher is available on the channels where they are shared(Facebook, Instagram).
If you forgot to use your discount code and have already paid for your order, unfortunately it cannot be applied retrospectively. We are also unable to refund the difference between the discounted price and the original purchase amount separately.
Many of our discount codes are linked to promotions, partnerships, and affiliate programs, and their terms apply only at the time of purchase. Therefore, if you wish to use a discount code, the existing order must be cancelled and a new order placed using the discount code.
In this case, we recommend sending a cancellation request to info@lilzkids.ee and placing a new order in our online store using the discount code. The order amount will be refunded as soon as your cancellation request has been processed.
An order can no longer be cancelled once you have received the notification titled “Your order at Lilz Kids has been fulfilled” or if the order has already been dispatched. In such cases, unfortunately, it is no longer possible to apply a discount code retrospectively or refund its value.
If your discount code is not working, please first check its terms and conditions. Many discount codes require a minimum order value (for example, €19.95 or €29.95) and do not apply to products in the “Outlet” category.
If you are using a one-time discount code and it still does not work, please contact us at info@lilzkids.ee. In some cases, the system may recognise the discount code as already used, for example if you previously started the checkout process using the same email address but did not complete the purchase. In such cases, we can review the situation and assist you.
If your order meets the conditions below, please complete the withdrawal form, which can be found on our website or in the order dispatch confirmation email.
After receiving an order from our online store, you have the right to withdraw from the purchase agreement within 14 days. The cost of returning the goods is borne by the customer.
The 14-day withdrawal period begins on the day when the consumer, or a third party designated by the consumer, takes physical possession of the goods. For online store purchases, this means from the moment the parcel is collected from the parcel locker.
Before returning the product, the buyer must ensure that the product to be returned complies with the following conditions:
– The labels must be intact and not removed from the product.
– The product must not have been used.
– The product must be clean and not dirty.
– The product must not be used or tampered with.
– The product must not be broken or damaged.
– The footwear must be in the original box, which must also be clean and intact. – The footwear must be in the original box, which must also be clean and intact. The box must contain all the original packing materials, including tissue paper and other packing materials that came in the box, to avoid depreciation and return problems.
If the product to be returned does not meet the above conditions, the online shop has the right to refuse to take back the goods or to refund only 50% of the sales price of the product. For the damaged box, 5€ will be deducted from the amount to be returned. Damaged boxes do not include light damage that may occur during transport, but severely damaged boxes that are bruised, marked or otherwise soiled.
If the product you ordered turns out to be too large or too small, you can exchange it for a different size. Simply send an email to info@lilzkids.ee, including your order number and the items you would like to exchange.
Some important points:
- Your exchange request must be submitted within 3 days of receiving your order. Unfortunately, we are unable to accept exchange requests made after this period.
- The unsuitable item must be returned by post or exchanged in person within 3 business days of submitting your exchange request.
- The customer is responsible for the shipping costs both for returning the item and for receiving the replacement item.
- If the returned item is received and inspected before 2:00 PM, we will dispatch the replacement size on the same business day.
| Comparison Point | Product Exchange | Placing a New Order |
|---|
| Time | Slower process – you need to wait until the returned item reaches our online store and has been inspected before the replacement item can be dispatched. | Faster – the desired item is dispatched immediately after the new order is placed. |
| Costs | More expensive, as you will incur both the return shipping cost and the shipping cost of the replacement item. | More cost-effective if the online store refunds all or part of the original shipping costs. |
| Money tied up | The customer does not need to have a larger amount of money tied up at the same time. | Requires a larger temporary outlay, as the new item must be purchased before the refund for the original item is received. |
| Refund processing | The product is exchanged directly. | You need to wait for the refund to be processed after returning the original order. |
| Administrative simplicity | More complicated – you need to keep track of the exchange process and the online store’s terms and conditions. | Simpler and more straightforward: the original item is returned separately, and a new order is placed in the usual way. |
| Promotions and price changes | The original price remains valid even if the promotion has ended. | The new order is placed at the current price, which may be higher or lower than the original price. |
| Delivery time flexibility | Depends entirely on the speed of the return process. | You can choose a different delivery method or a faster shipping option. |
If you suspect that a product is defective, please send an email to info@lilzkids.ee. To help us review your request as quickly as possible, please describe the following in your initial email in as much detail as possible:
○ Your order number
○ A description of the suspected defect
○ How long the product has been used
○ Whether and how the product has been cared for or washed
○ Photos of the suspected defect
In many cases, our review shows that the damage to the product is the result of improper care, incorrect washing, normal wear and tear, or intensive use. Therefore, providing as much accurate information and as many photos as possible is essential for assessing the situation.
We will respond to your enquiry within 3 business days at the latest.
Return of the product is at the buyer’s expense and via a suitable parcel service such as Smartposti, DPD, Omniva or Unisend. The price list is available on their websites.
It is also possible to return the product using the Lilz Kids pre-prepared packaging label or code. Returns will be subject to the online shop’s standard parcel machine rates and free shipping will not apply. If the order has been placed through a DPD/Omniva/Unisend dispenser, then unfortunately returns by Smartposti are not possible. You will receive more detailed instructions in the online shop’s reply to your withdrawal request. In the case of a prepaid parcel label or code, the postage will be deducted from the amount to be returned.
Unfortunately, we cannot accept parcels on delivery, i.e. parcels for which the recipient of the parcel (online shop) has to pay the postage to the parcel machine. The handling of parcels will create extra work for the online shop. Sorry for the inconvenience!
When using a pre-generated return shipping label, the online store is not responsible for the loss of a parcel sent by the customer. Any claim for compensation must be submitted directly to the relevant delivery partner.
Free shipping no longer applies if the customer returns part of the order and the final order value falls below the €99 threshold required for free shipping. In such cases, the customer will be refunded the purchase price of the returned products, less a proportionate deduction for the original delivery costs.
Example: A customer orders two different products from the online store with a total value of €120. Delivery is free because the order exceeds the free shipping threshold of €99.
The customer decides to return one of the products priced at €30. After the return, the final order value is €90 (€120 – €30). As this amount falls below the free shipping threshold (€99), the customer no longer qualifies for free delivery.
In this case, the original delivery charge, which would have been €3, is taken into account. Since the customer ordered two products, the delivery cost is divided proportionally between them. Therefore, the customer receives a refund of €30 – €1.50 = €28.50.
Product purchase amount: 30€
Delivery fee (pro rata): 3 / 2 = 1.50 €