Frequently asked questions

Orders

How can I place an order?

Choose an item you like and add it to your cart by clicking on the 'Add to Cart' button. Items in your cart will be reserved once you complete the checkout process.

Can I reserve items prior to payment?

Regrettably, we cannot fulfill all requests to reserve items. Due to the unique or limited nature of our pieces, there is a risk of items selling out. It is advisable to make a prompt purchase to prevent disappointment.

I placed an order. What happens next?

Following order placement and verification of payment and shipping details, an Order Confirmation will be sent to you by email.

How can I find the status of my order?

Upon confirming vendor availability, your order will be prepared for dispatch. Order details will be emailed, and you can create an account to track history and update information.

Payments

How can I pay?

Payment can be made via wire transfer, PayPal, or credit card (Visa, MasterCard, American Express).

Can I pay by credit card?

At checkout, securely pay with your credit or debit card. Accepted card types are MasterCard, Visa, and American Express.

What about PayPal?

Payment can be securely and conveniently made through PayPal at checkout. Upon completing the order, you will be directed to PayPal.

Shipping

How are items shipped?

Select the Quickest and Most Cost-Effective Shipping Options for Your Purchases. USPS Ground is the standard shipping method

How long will it take to receive an item?

Shipping duration varies due to items shipping from our warehouse or the dealer. Generally, orders are delivered within 7-10 days of purchase.

I need my order to be delivered fast. Can I book express shipment?

We recognize that delivering our unique items may not always be as quick as desired. For express delivery inquiries, please contact us at info@liloandcuz.com before placing your order. Please be aware that express shipments may incur an additional fee.

Returns

Can I return an item purchased?

Yes! We are certain that you will love the pieces we offer. However, if you are not completely satisfied with your purchase, you may return any eligible product within fourteen days of delivery. Please note that custom and made-to-order items, Smoking tools such as Pipes, bongs, dugouts, one hitters, and all other items that contact product or the mouth are not be eligible for returns.

I received a damaged item. What are the next steps?

If you believe you received an incorrect, misrepresented, or defective item we do our best to process your refund swiftly. Please follow these simple steps:

1. Send us an email at Support@liloandcuz.com that informs us of your wish to return your purchase. For speediest processing, please include your name, telephone number, order number, and, where applicable, photographs documenting the damage or error.

2. Once your request is received and approved by our Customer Service team, we will send you a printable shipping label.

3. Refunds will be processed after the goods have been received by our department. You are responsible for safely packing and shipping the item back to us for proper refund.

  • Unanswered questions?

    For additional questions, details and inquiries, reach out to us through site chat, email, or the button below.