FAQ


Shipping and Local Pickup

Do you offer Free Shipping?

Yes! Orders over $100 (CAD, before tax, after discounts) to Canada and the USA receive free Expedited shipping.
For orders to Canada and the USA under $100, we offer $15 (CAD) flat-rate Expedited shipping.
For International orders we offer $45 (CAD) flat-rate shipping, though in certain cases a large international order may cost more to ship - we will be in touch with you if this is the case and will invoice you for the extra shipping costs.

All orders are tracked and insured.

Do you offer any faster shipping methods?

Not at this time. If you would prefer another method of shipping, please contact us before ordering.

If I live in Victoria can I pick up my order to save shipping costs?

Yes! When you checkout online, there will be two options in the second stage of the checkout: Shipping or Pick Up. Choose Pick Up to grab your order at our store (1713 Government Street). We will send you an email to let you know when it will be ready for pickup.

Please note that our store is open Wednesday - Saturday 11am - 5:30pm, (and Sunday's 11am - 4pm in December.)
Because online orders are fulfilled from our Studio inventory (and not the Store's inventory), orders placed online Friday after noon through Tuesday will usually be available for pickup on the following Wednesday. Orders placed Wednesday or Thursday will usually be available for pickup the next day. During busy holiday times we may need a few extra days to complete your order.

When will my order ship?

Online orders are usually processed the by the end of the next business day, though when we see larger volumes and during holidays it may take us a bit longer. You will receive an email with a tracking number when your order has been shipped.

 I received an email saying my order was delivered but it has not arrived.

Occasionally Canada Post will preemptively mark an item as delivered. Usually these packages are delivered within the next 24hours. If it has been longer than 24hours since you have received the delivery notice and your package has still not arrived, please contact us and we will open up a help ticket to track down your item.

 

Item Releases, Restocks and Sales

When do you release items?

All the time! We restock our inventory continuously during the week and most new items go online on Fridays around 3pm PST.

Does your online inventory reflect what is available in-store?

No! The Smoking Lily store (1713 Government Street, Victoria, BC) has a separate inventory system and their stock levels are not reflected on the online store. Please contact them directly or stop by to see what is in stock.

An item I want is out of stock, when will it be available again?

If an item you are interested in is out of stock, you can leave your email on the product page to be notified of a restock in your desired size. You will see a button that says "email me when available" below the "add to cart" button.

If the "email me when available" button is not visible, it means that there will be no more restocks of this item, or this is a one-of-a-kind item.

I was sent a notification that the item I wanted is back in stock, but when I went to purchase it, it was sold out?

When we restock an item with a waiting list, emails are sent out to the same number of people as items restocked. For example, if we restock 5 Ina Tops, the first 5 people on the waiting are notified. After an hour, emails are sent to the next people on the waiting list for the number of items remaining. (If 2 tops remain after an hour, emails are sent to the next 2 people on the list.) And so on, until the item is out of stock or the waiting list has been exhausted.

Placing your email on the waiting list does not hold the item for you. When you receive a restock email it is best to act quickly if you are interested! You can always add your email again if you missed out.

How do I find out about new items and sales?

Most new items are released on Fridays at 3pm PST. We post on Instagram and Facebook when items are released and send out Newsletters about upcoming sales and events. You can sign up for our Newsletter at the bottom of every page on our website.

Do your items ever go on sale?

We hold store-wide sales about two times per year. Please follow us on social media or sign up for our Newsletter to find out when these will be occurring. We also have a discounted section on our website for seconds, mis-prints and one-off items.

I purchased something but now it's on sale, can I get a price adjustment?

Sorry, we do not offer price adjustments.

I went to purchase something during a sale, but it is out of stock. Can I get a rain check?

Sorry, we do not offer rain checks.

 

Gift Cards

Do you sell gift cards?

Yes, we do! We sell two version of Gift Cards: Online and In-Store.

Because we have different point of sale systems for our website and store, Online Gift Cards can ONLY be used online, and In-Store Gift Cards can ONLY be used in store.

Our website sells both versions, but our store only sells In-Store Gift Cards.

How are the Gift Cards delivered to the recipient when I make an online purchase?

In-Store Gift Card: Once your order is placed and fulfilled, we can either send your card over to the Government Street Store for pick-up, or we can mail the card to you or the recipient. We mail out In-Store Gift Cards via regular letter mail (no tracking).

Please let us know what you would like us to do with the Gift Card in the notes section of the "Your Cart" page and include the recipients name and address if we will be mailing it out to them. You can also add a personal note that we will include.

Online Gift Card: Once your order is placed, the gift card is automatically fulfilled. An email is sent to the email address that placed the order with the unique gift card code. This email can be forwarded to the recipient, printed out and presented to the recipient or the code can be written or copied down... whatever you wish!

Please note that at this time, there is no way for us to send Online Gift Cards directly to the recipient or to add a personal note.

How do I know if I have been given an Online or In-Store Gift Card?

Online Gift Cards are usually sent to you via the gifter's email or printed out. The code will be a combination of numbers and letters.

In-Store Gift Cards are physical cards that are the same shape and material as a debit or credit card.

I have an Online Gift Card but want to use it In-Store... or vice versa.

Please send us an email. We can usually switch the card types on our end at the studio. We will need the full gift card code or a photo/screenshot and your name.

I have lost my gift card code.

Unfortunately we cannot replace lost gift cards. Please treat them like cash and keep them in a safe place and/or print out Online Gift Card codes.

I have a very old paper gift card! Will you still accept it?

Yes! All gift cards never expire. Send us a photo of it if you would like it converted into an Online Gift Card or feel free to bring it into the Government Street Store.

 

Returns

Please see our full Return Policy HERE.

 

Custom Orders and Care Instructions

Do you do custom printing?

Yes, we can occasionally do custom printing on our products if time and resources allow. Usually we can only do custom printing on currently in-stock colours of Hama Hama Tops, Unisex Tees and Le Petite Anglaise Skirts. We can only print from screens and ink colours that we already have (ie - we cannot print your own design.)

Custom printing usually has a lead time of ~2 weeks and is Final Sale.

Please contact us for more information.

If I bring you something, can you put a print on it?

Yes, we can occasionally do custom printing on items that you provide. These items must be brought in-person to our Government Street store so that you can choose ink colour, print and print placement. We can only print on smooth areas (not across seams), on smooth, natural-fibre fabrics. Items must be clean.

Please contact our store for more information. Custom printing is Final Sale.

Do you do alterations?

We can sometimes shorten or lengthen certain styles of our pants, skirts and dresses. There is usually a fee for this extra work and a lead time of ~2 weeks.

Please contact us for more information before ordering.

We cannot do custom fit alterations.

Do you do custom sizes?

As new sizes require a new pattern to be drafted and tested we cannot do custom sizing as a request at this time.
Please know that we are working on expanding our size range and it is very helpful for us to know what sizes in what items you are interested in! We would love for you to contact us with this information so that we know what our customers are looking for.

When will you bring back ____?

We love that you love our pieces! We work with extremely short lead times -  a few weeks between idea and product. For this reason, our release schedule is unpredictable, though we try to bring back often-requested pieces as time and resources allow.

Can you make me a ____?

We unfortunately cannot make single items from past patterns or make any custom patterns.

How do I care for my Smoking Lily pieces?

Our items are made by hand. To preserve your garment, especially the silk-screened elements, we recommend hand washing in cool water with mild detergent and hanging to dry for most items. Please refer to the inside label for more instructions!

 

Hours and Location

For up-to-date Store and Studio hours, please check HERE.

Is your Vancouver store open?

We made the difficult decision in late 2020 to permanently close our Vancouver store. We miss our staff and customers dearly, but as of this time there are no plans to re-open it. If you wish to shop in-person please check our Stockists page for other businesses that may be closer to you that carry some of our products.

The Store is closed today but the Studio is open, can I shop there?

Unfortunately our Studio is not equipped for in-person shopping. Online is always open!

I saw on X website that your hours are different / the Victoria store is permanently closed??

Please only trust the hours that you see posted on our website or our social media! Many third-party websites and apps have incorrect hours for us, and though we have tried many times to correct this information, it largely remains out of our control.