SHIPPING POLICY

Last updated: 31/08/2026

1. Delivery Area

We currently deliver to:

Delivery country or region: United Kingdom

Orders submitted for unsupported locations may be cancelled and refunded.

International delivery is available only where an international shipping option is displayed during checkout.

2. Processing and Delivery Times

Our delivery schedule is:

Processing days: Monday to Friday
Processing time: 1–2 business days
Transit days: Monday to Friday
Transit time: 8–12 business days
Estimated total delivery time: 9–14 business days
Order cut-off: 5:00 PM Europe/London

Saturdays, Sundays, and public holidays are not counted as business days.

Orders placed after the cut-off time, on weekends, or on public holidays normally begin processing on the next business day.

Delivery periods are estimates and are not guaranteed dates unless a guaranteed service is expressly offered during checkout.

3. Shipping Costs

Standard shipping: Free

Any optional express, premium, timed, or specialised shipping charge will be displayed before the order is submitted.

4. Shipping Carriers

Orders may be delivered through:

Primary carrier: Various shipping carriers, depending on the destination and delivery service

We may use another reliable carrier depending on the destination, package size, product type, or carrier availability.

5. Order Confirmation and Tracking

After placing an order, you will receive an order-confirmation email.

After dispatch, you will receive a shipping-confirmation email containing a tracking number and, where available, a tracking link.

Tracking information may take 24–48 hours to become active.

Orders can also be tracked through:

Tracking page: https://lilyand.shop/pages/tracking-page

6. Delivery Delays

Delivery may be affected by weather, public holidays, carrier disruption, unusually high order volumes, local delivery conditions, security checks, address verification, or circumstances outside our reasonable control.

Contact us if:

●      tracking has not become active within 48 hours after dispatch;

●      the shipment has not arrived within 12 business days after dispatch; or

●      the complete order has not arrived within 14 business days after processing began.

We may need to open an investigation with the carrier before providing a replacement or refund.

7. Delivery Addresses

Customers must provide a complete and accurate delivery address.

Contact us within 24 hours after ordering if an address correction is required.

Address changes cannot be guaranteed after the order has been processed or dispatched.

Additional costs may apply where a package must be resent because the customer provided an incorrect or incomplete address.

No additional cost will be charged where the delivery problem was caused by us or the carrier.

8. Undeliverable and Refused Packages

A package may be returned as undeliverable because of:

●      an incorrect or incomplete address;

●      failed delivery attempts;

●      failure to collect the package;

●      refusal by the recipient; or

●      restricted access to the delivery location.

Contact us before refusing delivery. Refusing a package does not automatically complete a cancellation or return.

After an undeliverable package is returned and identified, we may offer reshipment or an appropriate refund.

9. Delivered but Missing Packages

When tracking shows delivery but the package cannot be found, please:

  1. Confirm the delivery address.
  2. Check safe places around the property.
  3. Ask household members, reception staff, or neighbours.
  4. Review any delivery photograph or carrier notification.
  5. Contact the carrier where appropriate.

If the package remains missing, contact us with your order number, tracking number, delivery address, and reported delivery date.

10. Lost or Damaged Shipments

If the carrier confirms that a shipment was lost before delivery, we may reship the order, provide a replacement, or issue a refund.

If a package arrives damaged, contact support@lilyand.shop with:

●      your order number;

●      photographs of the external and internal packaging;

●      a photograph of the shipping label;

●      photographs of the damaged product; and

●      a short video where useful.

Keep the product and packaging until we confirm that they are no longer required.

11. Taxes and Import Charges

Applicable taxes collected by us are displayed during checkout.

For domestic deliveries within the United Kingdom, separate import duties should not normally apply.

Where international delivery is offered, checkout or the product information will explain whether import taxes, customs duties, or brokerage fees are included or payable separately by the recipient.

12. Contact

For delivery or tracking questions:

Email: support@lilyand.shop
Phone: +44 1258 452921