Client Care


Shipping Process
(U.S.) Ground Shipping 2 Day: Free

*We offer complimentary ground shipping on domestic orders within the 48 contiguous U.S. We are unable to offer free shipping to Hawaii, Alaska or Puerto Rico at this time.

All items EXCEPT pre-orders take 24 - 48hrs to process before shipping.

Orders placed Monday - Friday before 12PM PST will process that same day and ship within 2 business days.
Orders placed Monday - Thursday after 12PM PST will process the next business day and ship within 2 business days.
Orders placed Friday - Sunday will process on Monday and ship within 2 business days.

All orders ship with email confirmations that's updated within 24 - 48 hours, which can be used to track your package. We are unable to provide tracking information beyond that supplied by the carrier. We cannot guarantee precise delivery dates.

Lili Nguyen does not process or ship orders on Saturday, Sunday or company observed holidays. The following holidays are observed:
New Years Eve
New Years Day
Martin Luther King Jr. Day
Presidents Day
Easter Day
Memorial Day
Juneteenth Day
Independence Day
Day after Independence Day
Labor Day
Thanksgiving Day
Day after Thanksgiving
Christmas Eve
Christmas Day

Refused Shipments
If an order is refused at delivery you will not be refunded shipping costs, and/or any duties and taxes incurred. Please review your order prior to shipment.
Lili Nguyen wants to ensure your complete satisfaction for all Lili Nguyen purchases.

All unused, unworn merchandise in an unaltered condition can be returned for a full refund within 30 days. It must be accompanied by its original tags attached along with the invoice. It must be packaged in a suitable way to protect contents.

Once your returned item has been received and approved by our team, your refund will be credited back to you in the original form of payment that was used, within 5-7 business days. Shipping costs are non-refundable.

Upon receipt of returned merchandise, every effort will be made to ensure a prompt refund. An email notification will be sent once the return has been processed.

Lili Nguyen reserves the right to refuse the return of any merchandise that does not meet the above criteria. In such instances, our team will send the product(s) back to the client via ground shipment with an email notification.

Should you have any questions prior to purchasing, we are always happy to assist at

To exchange an item, please make certain the item(s) that are being returned for exchange meet the the return policy above.

For an even exchange, we will send a confirmation email once the return is approved and the new item(s) ships.

For an exchange that is totaled more or less than the original return item(s), we will deduct or refund the remaining amount once the item(s) ships. We will send a confirmation email.

Please click HERE to initiate the return/exchange process.

You can click HERE to view the process of your return/exchange after it's been submitted.
Pre-order items are items not in stock. You have the option to make a 50% deposit or to pay in full when placing a pre-order.

Once the pre-order is ready, the remaining balance including taxes and any discounts, if applicable, needs to be completed before the item ships.

Production Time
The estimated ship time for each style is indicated on its product page.
▪︎ RTW items take 1-4 weeks before shipping.
▪︎ Custom couture items take 4+ weeks before shipping.

Preorders can be returned or exchanged if it is not a final sale item.
To begin, there is a requirement to complete the custom form to help begin the design consultation. After the completion of the form, please select a day and time to complete the consultation HERE.

Price List
Custom couture garments begin at:
▪︎ $3,000

Production Time
We ask to place an order a minimum of 6 months in advance, if possible. The time range of a custom order to be completed varies depending on the complexity of the design. Here are the approximate time frames as follows:
▪︎ 4-8 weeks for simple designs (1-2 months)
▪︎ 8-16 weeks for semi-complex designs (2-4 months)
▪︎ 20+ weeks for complex designs (5 + months)

▪︎ Local Orders- Fittings are conducted at our workspace or at a conveniently located destination.
▪︎ Out of State Orders- We gladly accept out-of-state orders. The process is the same as local orders, except garments are shipped for fittings. We provide return shipment labels for easy shipping.

A signed contract and a 50% non-refundable deposit is required to begin work on your custom garment.

Returns/Canceling Order
Custom garments are tailor-made to your body measurements and cannot be resold. They are considered final sale items and cannot be returned.

In canceling your order, the 50% deposit and/or any payments that have been applied to the remaining balance is non-refundable.
Lili Nguyen is not responsible for packages that are lost or damaged in transit.

To change your shipping address after placing your order, email us at as soon as possible. The address will be changed if the package has not left the site. The package cannot be rerouted once it has shipped.
Eligible returns/exchanges will be accepted at the customer’s shipping expense at this time. Please click HERE to initiate the return/exchange process. 

Taxes and Duties
All international packages may be subject to taxes and duties. The recipient must bear any additional charges for customs clearance; we have no control over such charges and cannot predict what they may be. We are not responsible for customs or transit delays. The limits for duty-free packages are established by your local customs authorities. Please check your local customs website for more information.
▪︎ We do not offer price adjustments.
▪︎ Items received as a gift and returned are eligible for site credit only.

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