FAQs
Here you will find answers to the most frequently asked questions. If you cannot find the answer you are looking for, please contact our support team at support@lilatoronto.com.
Orders
Can I change or cancel my order?
To ensure fast delivery, we begin processing orders almost immediately. You may cancel or modify your order within 2 hours of placement by contacting our support team at support@lilatoronto.com. Once this 2-hour window has passed, the order cannot be cancelled, but it may be eligible for a return once delivered according to our standard Return Policy.
I didn’t receive an order confirmation. What should I do?
Please check your spam or junk folder. If you do not see an order confirmation within 24 hours, contact our support team and we will be happy to verify your order status.
Shipping
How long will it take to receive my order?
Delivery times vary by product and destination within Canada. Estimated delivery timeframes are shown at checkout and detailed in our Shipping Policy.
Do you ship internationally?
Lila Toronto exclusively serves the Canadian market. We currently ship within Canada only.
Returns & Refunds
What is your return policy?
We offer a 30-day return window starting from the date your order is delivered. Items must be unworn, unwashed, in original condition, and returned with all tags and original packaging. Certain items may be non-returnable for hygiene reasons, as noted on the product page.
How do I start a return or exchange?
Email support@lilatoronto.com with your order number. All returns and exchanges must be authorized by our support team before items are sent back. Return instructions and the correct return address will be provided once approved.
Who covers return shipping costs?
If you receive an incorrect or defective item, we cover return shipping. For standard returns or change-of-mind returns, the customer is responsible for return shipping costs.
When will I receive my refund?
Once your return is received and approved, refunds are issued to the original payment method within 7 days.
Do you charge restocking fees?
No. We do not charge restocking fees for authorized returns or exchanges that meet our return standards.
Payments
Which payment methods do you accept?
We accept Visa, Mastercard, and American Express, as well as PayPal, Shop Pay, Apple Pay, and Google Pay.
What currency are prices listed in?
All prices and transactions are processed in Canadian Dollars (CAD). Applicable provincial and federal taxes are calculated at checkout based on your shipping address.
Is my payment information secure?
Yes. All transactions are encrypted using industry-standard SSL technology and processed through trusted payment gateways. We do not store credit card or sensitive payment details.
What happens if a payment fails or is flagged?
If a payment is declined, the order will not be processed. We reserve the right to cancel or hold orders suspected of fraudulent or unauthorized activity. Additional verification may be requested for high-value orders.
How are refunds and chargebacks handled?
Refunds are processed in CAD to the original payment method according to our refund policy. Unauthorized chargebacks will be disputed. If you experience a billing issue, please contact us first so we can assist you directly.
Contact & Business Information
Store Name: Lila Toronto
Company Name: Jonathan Ramos LLC
Company Address: 9235 Downey Ave, Downey, CA 90240, United States
Warehouse Address: 129 Burrows Hall Blvd, Scarborough, ON M1B 1M5, Canada
Email: support@lilatoronto.com
Phone: +1 365-658-0084
Contact: Contact Us
Customer Service Hours: Monday to Sunday | 12:00 PM – 8:00 PM EST
We aim to respond to all enquiries within 12 hours.