SHIPPING & RETURNS

• When will I get my order?
• What does shipping cost? 
• Can I send my order overseas?
• What if I need to change my order?
• Can I track my order? 
• Can I return or exchange my order 
• How do I return an order? 
• When can I expect my refund or exchange? 
• What if my order was wrong or the product is damaged?

When will I get my order?

We endeavor to ship your order as soon as possible. We use Janio.

Orders from Singapore will take 2-4 days to be shipped however we cannot guarantee or provide a day of the week or time of day for delivery.

Orders from Hong Kong will take 7-14 days to be shipped however we cannot guarantee or provide a day of the week or time of day for delivery.

Due to Chinese New Year Orders will be up to 5 days late due to warehouse closure. 

Due to current restrictions our teams are strictly following Covid-19 safety guidelines. We are ensuring that once placed, your orders will leave the warehouse as soon as possible.We greatly appreciate your understanding and patience for the extended delivery times.

What does shipping cost?

Shipping to Singapore on orders of $65SGD or more are free in (standard shipping only). For orders less than $65SGD, we deliver for $6SGD wide.

Shipping to Hong Kong on orders of $560HKD or more are free in (standard shipping only). For orders less than $560HKD, we deliver for $89.99HKD wide.

Can I send my order overseas?

Orders placed on our Asia website, https://lyres.asia/, can only be delivered to a Singapore address. If you’re located in Asia, we are currently building an Asia online store. In the meantime, we have many stockists/retailers in your region. We suggest you visit our stockist page and browse retailers and bars/restaurants located near you to enjoy the Lyre’s experience.

What if I need to change my order?

We are unable to make changes to orders once placed. Orders are processed very quickly, so if you need to cancel your order please call +61 8030 5552 immediately. We’ll do our best to help, but we can’t cancel orders once they have shipped. See returns and exchanges for information about sending products you've ordered back to us.

Can I track my order?

Please contact Customer Care with your order number if you wish to track your order. You can find your order number on the “My orders” page of your account.

Can I return or exchange my order?

We want you to love Lyre’s Non-Alcoholic Spirits as much as we do. If you should require a return, refund or exchange you have up to 14 days from the date of purchase, subject to the below:

If you haven’t used the product, we’ll exchange it (if the product you received was incorrect) or refund you in full using the same method of payment as your initial purchase. Returned product must be posted via a tracked shipping service at the customer’s expense.

If you’ve have opened and consumed a portion of the product, no refund or exchange can be given.

We cannot exchange or refund gift vouchers or promotional items.

If you’re not happy with your order, please tell us via the returns enquiry form below – we’ll always try to help you if we can.

How do I return an order?

Please contact us at the returns enquiry form below and our Customer Service team will be in touch regarding the next steps of the process. When making this enquiry, we require your order number, full name and contact details.

When can I expect my refund or exchange?

Generally, our refunds/exchanges take 3-5 business days to process from receipt of the returned order. Please allow 3-10 business days for your exchanged products to arrive or 7-10 business days for your funds to be visible in your account. If further information is required from us regarding the return of your refund/exchange, this will affect the processing time frame. We ask that a tracking number is obtained from your shipping carrier when returning your order.

What if my product is damaged?

Please contact us using the returns form below within 7 days of purchase as soon as you can with your order number and details of the incorrect or damaged product. 

You may be required to provide photographs of the damaged goods so we can investigate into the shipping/packaging process to ensure this won’t happen again. 

If there is a problem when receiving your order, please contact us as soon as possible so that we can assist you with the appropriate refund or replacement. To enable the Customer Service team to efficiently address your enquiry, please provide your order number, full name and contact details.