FAQ
FAQs - LILIT. App Closure
Why is the LILIT. app being discontinued?
We are discontinuing the LILIT. app to focus on enhancing your overall shopping experience. By shifting our efforts to our website, we can provide a more consistent and accessible platform for all our customers.
When will the LILIT. app be unavailable for download or use?
The LILIT. app will no longer be available for download or use effective 19 October 2023. After this date, we encourage you to shop on our website for all your fashion needs.
What will happen to my account information and order history?
Your account information and order history will be retained and accessible on our website. You won't lose any of your valuable data during this transition.
Will customer support still be available?
Yes, our customer support team will continue to be available to assist you. If you have any questions or concerns, do reach us out at WhatsApp 016-3239230, call 03-27302102 or email at info@lilitstore.com.
How can I access LILIT. for online shopping after the app is discontinued?
You can easily access LILIT. for online shopping by visiting our website. It offers the same convenience and functionality you enjoyed on the app.
Will I still receive updates and promotions from LILIT.?
Yes, you will continue to receive updates, promotions, and announcements from LILIT. via email and other communication channels. We value your continued support and will keep you informed about our latest offerings and deals.
More Info
If you have any further questions or need assistance with the transition, feel free to reach out to us via WhatsApp 016-3239230, call 03-27302102 or email at info@lilitstore.com.
Popular Questions
The website looks different, what happened?
We migrated to Shopify to serve you better. Hence, we require you to activate your account by clicking on the 'Activation Email' we sent you or create a new account using the same email address you used to register with us on our new-enhanced website.
You will be able to see your order history, Store Credits, and Reward Points balance on the new platform. If you face any issues regarding your email activation, please don't hesitate to contact us at info@lilitstore.com.
How can we confirm that the account activation email we received is legitimate?
We want to assure you that the email was legitimate and not intended to deceive or mislead you. We apologise for any miscommunication that may have occurred during the migration process. Our decision to transition to a new, advanced backend system is aimed at enhancing our service to you. We appreciate your support and look forward to embarking on this exciting journey together.
How do I activate my account on the new platform?
Activate your account on our site by either clicking on the activation email we sent you, or creating a new account using the same email address you have registered with us on our new-enhanced website.
If you have trouble finding the email, click on the 'Resend activation email' button on the My Account page. You can click on the 'Create an account' button on our website or use this link for faster access. LILIT. app users can find the 'Sign Up Now' button to register.
How do I view my reward points?
Once your account is activated, you will be able to view your rewards at the checkout page for redemption on both our LILIT. App and the website or click on this link.
What are your standard terms & conditions for sales using codes?
The discount code is only applicable once per single receipt and cannot be combined with other discount codes. Cash vouchers and store credit cannot be exchanged for cash. LILIT. reserves the right to amend their terms and conditions at any time
Why is my discount code not working?
Log in to use the codes. If the code does not work, it may have expired or be limited to selected items. Some codes may not work for guest checkout, so please read the code's terms and conditions.
Orders
How do I place an order?
- Sign up for a LILIT. Store account by setting up your email and password.
- Use the search bar or browse by category to find your outfit.
- Select your size and click ADD TO CART.
- Click CONTINUE SHOPPING or VIEW CART & CHECKOUT to review items.
- Click PROCEED TO CHECKOUT to complete your order.
- Enter any discount code before checking out.
If you prefer not to sign up for an account - we're pleased to offer a guest checkout option for your convenience.
What do I do if there's a problem with my order?
Worry not! We're here to help! Contact our customer service team for assistance and we'll get back to you shortly. Kindly reach us by email at info@lilitstore.com or by phone at +60327302100.
What payment methods do you accept?
- VISA
- Mastercard
- American Express
- PayPal
- Billplz
- GrabPay
- Atome - 3 interest-free instalments
- PACE - 3 interest-free instalments
I couldn't proceed with payment and my order status is Pending. How do I proceed?
Contact us via email, call, or live chat to cancel your order and place a new one. Please do not bank in or transfer the amount to our bank account as we cannot guarantee stock availability.
Refunds & Returns will be made through your original payment method. This will take 7-14 working days to process.
For guest checkout orders, contact our customer service team at info@lilitstore.com or +603 2730 2102 for assistance.
Can I cancel my order?
Contact us immediately via hotline to cancel your order.
Refunds & Returns will be made through your original payment method. This will take 7- 14 working days to process.
How do I cancel an item from my order?
Call our hotline or email info@lilitstore.com to cancel your item for assistance from our customer service representative.
Refunds & Returns will be made through your original payment method. This will take 7-14 working days to process.
Why was my order canceled?
In most cases, orders are automatically cancelled if we do not receive payments from you via the payment gateways. But if the amount has been deducted from your bank account, email us at info@lilitstore.com and we'll sort it out right away.
How do I add an item to my order after checking out?
We understand the excitement of checking out your items, but we recommend creating a new order instead.
I received my order, but one of them is missing. What should I do?
We're terribly sorry about that! Please email us your order ID, the details of the missing item and the photo of your parcel to info@lilitstore.com
I've received an incorrect item in my order. What should I do ?
We're terribly sorry for the inconvenience caused! Please email us your order ID, the details of the incorrect item and the photo of your parcel to info@lilitstore.com
Do you restock items?
We're thrilled that you're interested in looking LIT with our items.
Although we cannot provide immediate updates, rest assured that some of our high-demand items will be restocked.
Subscribe to our newsletter and follow our FB, IG & TikTok for the latest restock updates!
Can you let me know when an item has been restocked?
To make sure you don't miss out on any of the items you love, Subscribe to our newsletter and follow our FB, IG & TikTok for the latest restock updates!
Stay up to date on all the latest restocks and receive faster updates. We can't wait to keep you in the loop!
Pre-Order
What is a pre-order?
Occasionally, LILIT. will release a pre-order collection where you get to purchase our popular pieces before we make them available to the public
How long will it take to get my pre-ordered item?
The estimated fulfilment timeline is stated on the product page of the desired pre-order items. You will be notified via email regarding the delivery of your pre-ordered item. Should you need further assistance, contact us at info@lilitstore.com
When do I have to pay?
You will have to pay in full when placing your pre-order item
Can I cancel or return a pre-order item?
Cancellation and return is not allowed for pre-ordered items. However, if there are any further concerns with your order, kindly email us at info@lilitstore.com
Registration
Do I need to register to shop?
You're welcome to shop with us without creating an account!
Just use our guest checkout feature. However, if you sign up for an account, you'll enjoy faster checkout, reward points, order history, and more.
Don't miss out on these benefits - sign up today!
How do I create an account?
You can register by filling in your details at the sign up page here
By registering, will I automatically receive updates on new arrivals and any ongoing sales and promotions?
We understand how annoying spam mail can be, but we've got good news! You'll only receive updates if you sign up for our newsletter. By subscribing, you'll be the first to know about our new arrivals, exclusive discounts, promotions, and flash sales. So don't forget to sign up and follow us on Facebook, Instagram, and TikTok.
Will you pass my details to any other companies?
At LILIT. Store, we take your privacy seriously and understand the importance of keeping your information safe. Rest assured that any details you share with us will be kept strictly confidential and not shared with third parties. Find out more about our privacy policy here.
We appreciate your trust in us!
What do I do if I have forgotten my password or my password does not work?
Forgot your password? No problem! Simply click the 'Forgotten Your Password' button and we'll send you a new one via email. If you don't receive it, please contact us at info@lilitstore.com and we'll assist you promptly.
What is your online security policy?
We want your shopping experience to be fabulous and worry-free! Our website is safe and secure, and we never sell or share any of our customers' personal information with third parties for any reason. You can shop with peace of mind knowing that your privacy is protected with us.
I want to sign-up again using the same email address I used for my deleted account, but I couldn’t. Why?
You can sign up again using the same email address after the 30-day cooling-off period. Please be aware that for deleted account, you will not be able to retrieve your previous order history, reward points, or store credits.
Guest Checkout
What is guest checkout?
Guest checkout allows you to purchase our items without the need to create an account with us.
How do I place an order?
- Sign up for a LILIT. Store account by setting up your email and password.
- Use the search bar or browse by category to find your outfit.
- Select your size and click ADD TO CART.
- Click CONTINUE SHOPPING or VIEW CART & CHECKOUT to review items.
- Click PROCEED TO CHECKOUT to complete your order.
- Enter any discount code before checking out.
If you prefer not to sign up for an account - we're pleased to offer a guest checkout option for your convenience.
What is the difference between using Guest Checkout and creating an account?
When you use guest checkout, you don't get to enjoy the same benefits as when you sign up for a LILIT. Store account. If you want to enjoy these benefits, just head on over to our sign up page.
The member exclusive benefits that does not apply to guest checkout includes:
- Exclusive deals and offers
- Earning reward points
- Use of some coupon codes
- Faster Checkout
- Saved address and payment methods
- View your order status and history
How do I return or exchange an order from Guest Checkout?
Please contact us at info@lilitstore.com or +603 2730 2102 and our team would be happy to assist you with your returns or exchange. Please refer to the Returns & Exchanges dropdown for more information.
Will I get reward points if I use guest checkout?
Unfortunately you will not be able to collect reward points if you make a purchase with guest checkout as we are unable to track your email. Head over to our sign up page to register for an account or login if you already have an account with us to enjoy collecting reward points!
Returns and Exchanges
What is your returns policy?
We're sorry you didn't love your LILIT. purchase. We will accept returns within 30 days upon order receival for a full refund or an exchange. Effective 1st January 2022, LILIT. is extending our returns policy items provided that:
- Item is unworn, unaltered, unwashed and in its original packaging with label still attached
- Item is not in the non-returnable category (See below for Special Condition Items)
- If you have received items that are defective or incorrect, please inform us at info@lilitstore.com and we will work to resolve the issue for you as soon as possible.
- Please note that items purchased with non-returnable coupon codes cannot be returned. For more information regarding the terms and conditions of these codes, please contact us at info@lilitstore.com.
Special Condition Items
We would like to accept all returns, but due to certain features of the items, some items are only returnable when such criteria(s) are met:
a) Sale Items & *Vouchers:
- Items bought during sale or with *vouchers cannot be returned or exchanged.
b) Essentials:
- Not returnable due to hygiene purposes.
- Inclusive of disposable face masks, cloth face masks, all masks accessories, and sanitisers.
- Note that all returns will be subject to LILIT. Fair Use & Return Policy.
c) Innerwear & Intimates
- Not returnable due to hygiene purposes.
- Inclusive of inner scarves
d) Fair Use.
- Return will be rejected if conditions are not met.
- We may reject returns and refunds even if conditions are met.
- Accounts with suspicious return activity may be monitored and suspended.
How do I return something to you?
Malaysia
- Mail (Poslaju & Other Couriers)
- Login to your account and locate order number in My Account and click Request Return (App)/Return Exchange (Web). Fill in option of Return/Exchange for the item and submit Return Request.
- Repack item in original packaging.
- Fill in Poslaju E-consignment note.
*Shipping Fee will be borne by LILIT. for defective items ONLY (Kindly refer below on claim process). Mail it to:
Kontena Nasional,
Batu 9, Jalan Klang Lama, Seri Setia, 46000 Petaling Jaya, Selangor.
- Email shipping fee receipt at info@lilitstore.com for store credit reimbursement and tracking record *Only applicable for Poslaju returns
Store Drop Off
- Login to your account and locate order number in My Account and click Request Return (App)/Return Exchange (Web). Fill in option of Return/Exchange for the item and submit Return Request.
- Repack item in original packaging & submit Return Request.
- Drop Off at any LILIT. store.
International Customers
- Mail
Locate your order in My Account and click Request Return (App) or Return Exchange (Web). Fill in option of Return/Exchange for the item and submit Return Request.
Repack item in original packaging and mail it to:
Kontena Nasional,
Batu 9, Jalan Klang Lama, Seri Setia, 46000 Petaling Jaya, Selangor.
For international returns/exchanges, shipping costs are borne by the customer and parcels are not liable until item reaches our warehouse.
For customs purposes, kindly declare the items as returns/defect. Do email your tracking number to info@lilitstore.com if you have it so that we can keep an eye out for your parcel.
What is your mode of refund?
- Once parcel has reached us, we take 1-3 working days to process your return (excluding Refund Processing Time).
- All return & refund notifications shall be sent via E-mail.
- We process all returns and refunds back to the original payment method used for the purchase.
- Refunds via Original Payment Method will fall under LILIT.'s discretion.
- Refund lead time varies according to the Original Payment Method. See below for details:
- Debit/Credit Card: 7-14 Working Days
- Online Banking: 7-14 Working Days
- Grabpay: 3-5 Working Days
- Atome: 7-14 Working Days
- Paypal: 3-5 Working Days
- Any usage of reward points will be non-refundable once item is returned
Where can I find the return form?
Can I exchange my item for a new size/color?
Certainly! Simply indicate the desired size or colour on the return form when sending back your item and we'll take care of the exchange for you. If the item is out of stock, we'll provide a refund instead, so no need to worry.
Will you refund me my delivery charge?
We will only refund delivery fee if you received defective items from us.
I have been refunded the incorrect amount.
Don’t worry! We will take care of it immediately. Simply send us an email at info@lilitstore.com, and we will adjust your store credit accordingly.
Have you received my returned items?
We continually monitor your returned items and will notify you via email as soon as we receive them safely.
I returned an item and it was incorrectly refunded or replaced.
We're sorry for the inconvenience caused! Drop us an email at info@lilitstore.com and we will check on your orders right away.
Can I come and collect or return a parcel in person?
We're thrilled to have you visit us, but regret to inform you that we cannot accommodate walk-in pickups or returns at our warehouse. You can, however, send your item to us or request a complimentary pickup by contacting us at info@lilitstore.com.
Will my reward points be refunded if I return my item?
We apologise, but we regret to inform you that your reward points are non-refundable as they were applied to your previous purchase.
Rewards Points
How do I earn Reward Points?
Shopping and earning is simple with us! For every Ringgit spent in-store, online, or through the LILIT. App, you'll earn 1 Reward Point. To see your total Reward Points collected, simply log in and go to 'My Account'.
Please note that our Reward Points may vary depending on currencies as follows:
Points per 100pts
- Malaysia: MYR 100
- Brunei: BND32.50
- Singapore: SGD32.50
- Rest of the world: USD23.90
*The displayed currency above is subject to change from foreign exchange rate fluctuations
How do I redeem my Reward Points?
You can use the Reward Points you've collected to reduce the total amount of your next purchase.
To apply your Reward Points during checkout, proceed to the Cart Page and click on "Apply" under the Reward Point section. Or you can click this link to redeem.
If you're shopping in stores, simply show your membership via the LILIT. App or provide your email address to redeem your Rewards Points.
Do reward points expire?
No, Reward Points has no expiry date and can be used for purchase of any item in store, online, and with the LILIT. app.
Are reward points transferable/refundable?
Unfortunately, Reward Points are non-transferable and non-refundable.
My order has been cancelled, and my reward points are missing?
Kindly contact our customer support at info@lilitstore.com or call us for further assistance.
LILIT. Birthday Month Reward
What is the LILIT. Birthday Month promotion?
The LILIT. Birthday Month promotion allows you to redeem 5,000 points, equivalent to RM 50, when you make a minimum purchase of RM 250 in a single receipt.
Who is eligible for the LILIT. Birthday Month points
Only registered customers are eligible to redeem the LILIT. Birthday Month Reward points.
How can I earn 5,000 points for the LILIT. Birthday Month promotion?
To earn the 5,000 points, simply make a minimum purchase of RM 250 in a single receipt between August 8th and August 31st, 2023.
When will I receive the 5,000 points?
The 5,000 points will be credited to your account on the 1st of September, 2023.
How can I redeem the 5,000 points?
You can use the redeemed points to reduce the total amount of your next purchase.
Click on the Rewards widget located at the bottom left of the LILIT. Store website, then click on the Rewards menu. You will be able to view 5,000 points in your account. Proceed to click Apply Code, and it will be automatically added to your cart. Please note that the code will only be visible if there are items in your Cart.
If you're shopping in stores, please provide your email address to the store assistant in order to redeem your Reward Points.
Can I redeem the points at any time?
The points can be redeemed starting from 1st September 2023 onwards.
Can I transfer or gift my LILIT. Birthday Month points to someone else?
The LILIT. Birthday Month points are non-transferable and cannot be gifted to others.
Are items purchased during the LILIT. Birthday Month promotion returnable, exchangeable, or eligible for cancellation?
No, items purchased under the LILIT. Birthday Month promotion are not returnable, exchangeable, or eligible for cancellation.
Our Stores
Where is your physical store located?
Locate our stores here.
What item is available at your store?
You may check store availability by clicking the tab below product details or contacting our LILIT. stores for more information.
Can I collect reward points from offline purchases at your store?
Certainly, we understand the value of your points. Please provide your email at the cashier and we will credit your account accordingly.
Can I utilise my store credit/reward points for offline purchases at your store?
Our store team can assist you in deducting store credits or reward points for your offline purchase by providing your registered email address.
Can I return/exchange my online purchases at your store?
It is recommended that customers first contact our Customer Service team to verify the availability of their desired item at the store before visiting in-person.
Additionally, customers may visit our stores to process a refund for their purchase.
Store Pickup
When can I get my order?
For Malaysian store pickups, orders made before 3pm on Monday to Friday can be collected on the same day after 7pm at your selected store, while public holiday orders can be picked up the next working day after 7pm. Singapore store pickups can be collected at our Haji Lane store within 5-7 days.
However, please note that an additional day will be added to delivery for orders made during public holidays, Friday after 4pm, and Saturday.
If I choose Store Pickup?
Store pickup is now available Monday to Friday, excluding Public Holidays.
How will I know if my parcel is ready?
You'll receive an SMS notification once your parcel is ready for delivery.
How long will the store hold my orders?
Our stores can hold your order for up to 3 days from the purchase date. After that, any unclaimed orders will be returned to the warehouse. If you miss the pickup window, contact us at +603 2730 2102 or email us at info@lilitstore.com to reschedule the delivery.
Grab Express
When can I opt for Grab Express?
Delivery via Grab Express is available on weekdays (Monday - Friday, excluding public holidays) from 9am to 4pm for those who prefer same-day delivery.
When will my Grab Express order be delivered to me?
You can expect to receive your parcel within 2 hours after placing your order.
How much is the delivery fee for Grab Express?
The exact delivery fee quoted by Grab will be added as a Shipping Fee on top of your subtotal.
How can I pay for my Grab Express order?
You can pay any available payment method on our website or mobile app.
Is my location covered via Grab?
If you are within 35km of our Kota Damansara warehouse, most of the Klang Valley area will be covered and you can select the Grab Express option during checkout.
Am I allowed to make any amendments to my shipping address once the order is placed?
We apologise, but we cannot modify your shipping address as the delivery fee, which is determined by Grab, depends on your location or shipping address.
What happens if my order was not delivered?
If the order is not successfully delivered, it will be cancelled and refunded as store credit. However, the shipping fee will not be refunded if the Grab driver had already attempted to deliver.
How will I know that my parcel is on the way?
You will receive push notifications on the status of your order via the Grab app if you have installed it and used the same phone number when placing the order. If a different phone number is used, updates will be received through SMS from Grab. We will also send email updates on the status of your order.