
FAQs
Got questions? We’ve got answers! From product details to order queries, our FAQ page is here to help you find what you need quickly and easily.
Brand & Product
What is Lilt Tote?
Lilt Tote is a Sydney-based fashion accessories brand specialising in bold, artsy tote bags and bag charms designed for colour lovers and style originals. Our bags combine functionality with striking, unique colours, prints and designs, perfect for everyday use or special occasions. We are Australian designed and owned; female-founded and led.
What makes Lilt Tote different from other tote bag brands?
LIlt Tote combines bold, art inspired designs with everyday functionality. Our bags and charms are unique, eye-catching and made for women who want to express their style with confidence.
What materials are used in Lilt Tote bags and charms?
We use a variety of materials, including cotton canvas, durable polyester, and eco-friendly fabrics. Our bags are designed to be both sturdy and stylish, ensuring longevity and a beautiful finish.
Our charms are made from high-quality acrylic and premium coated metal accents.
How do I care for my Lilt Tote bag?
Most of our totes, shoppers and pouches can be safely machine washed for easy care. Remember to place your bag in a laundry net bag, and used a mild detergent on a gentle cold wash cycle.
How do I care for my Lilt Tote charms?
Gently wipe charms with a soft microfibre cloth to remove dust or smudges. Avoid harsh chemicals, as they may cause clouding or damage to the acrylic surface. Store charms ideally separate from other items to prevent surface scratches.
What sizes are available for Lilt Tote bags?
Our tote bags come in a variety of sizes to suit different needs. From compact everyday totes to larger shopper bags, we have something for every occasion. Specific dimensions are listed in the product descriptions on our website.
The print set-out on my bag looks different to the images online?
Due to the handmade nature of our products, the print set-out on each bag is unique and may differ slightly from the images online. You can be confident that every bag is carefully checked and equally beautiful. We choose not to pattern match to minimise fabric waste.
The colours on my bag or charm look different to the images online?
We do our best to ensure the colours in our images are as accurate as possible. However, slight variations can occur due to lighting, photography, and screen settings. Rest assured, your bag or charm is crafted to reflect the vibrant and beautiful design you selected.
Are Lilt Tote bags foldable?
Our designs that are foldable are listed clearly in the product description.
How do I choose the right tote bag for my needs?
Consider the intended use, whether you need a bag for everyday carry, shopping, or special occasions. Review the size, material, and features of each design to find the perfect match. Please reach out to our friendly team if you need any help.
The item I want is out of stock! Will it be coming back?
We’re thrilled you’re loving our products! If an item is out of stock but we plan on restocking, you will find a “Notify Me When Available” button. Fill in your details to be the first to know when it’s back!
For items that have a confirmed restock date, you will find a “Purchase pre-sale” button that will allow you to pre-purchase the item that will be despatched to you once available. You will be provided with an estimated date of shipment.
Please note that any other items purchased together with pre-sale items will ship together in one shipment when all items are available.
How do new product releases work?
We usually announce the day & time that new products will arrive a few days in advance. For these updates, sign up to The Tote List or follow us on social media @lilttote.
Shipping
Where do you ship to?
We ship to most countries!
However, due to recent changes in international import regulations, we are currently unable to ship to the United States and certain European Union countries.
How much does shipping cost?
Shipping is FREE in Australia with orders over AUD$55. Standard shipping is a flat-rate AUD$5 in Australia for orders below this amount.
Shipping is FREE Worldwide with orders over AUD$250. Worldwide shipping is a flat-rate AUD$25 for orders below this amount.
Do you offer express shipping?
Yes! If you need your order quickly, select express shipping at checkout for faster delivery. Extra charges apply.
How soon will you dispatch my order?
At Lilt Tote, we aim to get your order to you as quickly as possible. Below are the details of our shipping timelines:
- Ready-to-Ship Items: Dispatched within 1–2 business days.
- Orders with Charms: Dispatched within 3–5 business days as charms are assembled to order.
If your order includes both, it will be shipped together based on the 3–5 day timeline.
How long will my order take to arrive?
We ship all parcels with Australia Post. For estimated delivery times, please refer to their guidelines here
Can I track my order?
Absolutely! Once your order is dispatched, we'll send you a tracking number so you can follow your bag's journey to your doorstep.
What should i do if my order hasn't arrived?
If your order hasn't arrived within the estimated timeframe, please Email Us or Contact Us. We're here to help!
How is my order packaged?
Your Lilt Tote order will arrive carefully packaged to protect your items and ensure they reach you in perfect condition - because beautiful things deserve beautiful care.
Can I change my shipping address after placing an order?
If your order hasn't been dispatched yet, we'll do our best to update your address. Please Email Us or Contact Us as soon as possible.
What if my order arrives damaged?
We take great care in packing your order, but if it arrives damaged, please Email Us or Contact Us with photos of the issue. We'll resolve it quickly for you.
Will I need to pay duties and taxes on my international order?
Yes, international orders may be subject to duties, taxes, and customs fees based on your country's regulations. These charges are not included in our prices and are the responsibility of the customer.
Returns
What is your return policy?
We want you to love your Lilt Tote purchase. If for any reason you're not satisfied, we accept returns within 14 days of delivery for unused items in their original condition and packaging, with labels attached.
Sale items and customised products are non-refundable. For full details, please visit our returns page.
How do I return an item?
To start a return, please Email Us or Contact Us. Remember to include your order number and reason for the return, and we'll guide you through the process.
Who covers the cost of return shipping?
Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect. We recommend using a trackable service to ensure your return reaches us safely.
How long does it take to process a return?
Once we receive your return, please allow 5-7 business days for us to process your refund. Refunds will be issued to your original payment method.
Can I return an international order?
Yes, we accept international returns, but please note that return shipping costs and any duties or taxes are the customer's responsibility.
Can I cancel my order?
If your order hasn't been shipped yet, we'll do our best to cancel it. Please Email Us or Contact Us as soon as possible to request a cancellation.
Support & Payment
How do I contact customer service?
You can Email Us or Contact Us. We strive to respond to all inquiries within 1-2 business days.
What payment methods do you accept?
We accept major credit cards, PayPal, and other secure payment options like Afterpay. All transactions are processed securely to protect your information.
Is it safe to shop on your website?
Absolutely! We use industry-standard encryption to ensure your payment details are secure. Your privacy and security are our top priorities.
Can I use a discount code on my order?
Yes, you can apply discount codes at checkout. Make sure to enter the code in the designated field before completing your order. Only one discount code can be used per order.
Sign up to The Tote List via the icon on the bottom left corner of your screen, for product updates, special offers and 10% off your first purchase.
Gifting
Do you offer gift cards?
Yes, we offer digital gift cards that can be purchased on our website. They make a perfect gift for friends and family who love stylish, functional totes and charms.
Do you offer gift packaging?
Yes, please select "Add Gift Wrap" option on product page. All gift orders are packaged with our beautiful custom printed and branded wrapping tissue and logo ribbon.
Can I add a gift message to my order?
Yes! Click “Add a Gift Card” on product page before adding to cart. Note that gift messages can not be added to orders after they are placed.
Do you offer gift receipts?
Product prices are never included on the packing slip included with orders, so gift away!
Let us know if there's anything else you need - we're here to make your Lilt Tote experience seamless and joyful!
At Lilt Tote, we acknowledge the Traditional Custodians of the land on which we create, the Gadigal people of the Eora Nation. We honour their rich history of art, culture, and storytelling and pay our respects to Elders past, present, and emerging