FAQ
FREQUENTLY ASKED QUESTIONS
Last updated: 31/08/2026
How can I contact customer support?
Contact us at support@lilyand.shop, by telephone at +44 1258 452921, or through https://lilyand.shop/pages/contact-us.
We aim to respond within 12 hours during customer-service days.
How long does delivery take?
Orders are processed within 1–2 business days.
After dispatch, transit normally takes 8–12 business days.
The estimated total delivery time is 9–14 business days, calculated from Monday to Friday and excluding public holidays.
See our Shipping Policy for complete information.
How can I track my order?
After dispatch, you will receive a shipping-confirmation email with a tracking number and tracking link.
Tracking may take 24–48 hours to become active.
Can I change or cancel my order?
You may request a change or cancellation within 24 hours after placing the order.
Changes and cancellations cannot be guaranteed after processing or dispatch has started.
See our Return and Refund Policy for complete conditions.
What is the return period?
Eligible return requests may be submitted within 30 calendar days after delivery.
Change-of-mind products must normally be unused, undamaged, complete, and in their original condition.
Are returns free?
Customers are responsible for change-of-mind return costs unless we expressly state otherwise.
Return shipping is free for products verified as damaged, defective, or incorrectly supplied.
Where should I send my return?
Contact us before returning anything.
The authorised return address and return instructions will be sent by email after your request has been reviewed.
Do not return products to the registered business address or an address printed on the original parcel unless we confirm it by email.
What happens if my product is damaged or incorrect?
Contact support@lilyand.shop with your order number, a description of the issue, and clear photographs or video.
After reviewing the issue, we may provide an exchange, replacement, repair, partial refund, or full refund.
When will I receive my refund?
After an eligible refund is approved, we process it within 12 hours.
It may then take up to 5 working days to appear in the original payment account, depending on the bank or payment provider.
Which payment methods do you accept?
Available payment methods are shown during checkout and may include major credit or debit cards, Apple Pay, Google Pay, and PayPal.
Only the payment methods displayed at checkout are available for the relevant order.
Are there hidden charges?
No merchant-imposed charge will be added without being displayed before you complete checkout.
Your bank, payment provider, or government authority may impose separate currency-conversion, foreign-transaction, customs, or import charges where applicable.
Where can I read the full policies?
Complete information is available through our:
● Shipping Policy;
● Return and Refund Policy;
● Payment and Billing Policy;
● Privacy and Cookie Policy;
● Terms of Service; and
● Legal Notice.