FAQs

At Lilly & Lula, we believe in creating connections, and we'd love to hear from you. Whether you have a question, need assistance, or simply want to share your thoughts, we're all ears. Your feedback and inquiries are invaluable to us, ensuring we continually evolve and serve you better.

OPENING HOURS
Mon : 9:30am - 5:00pm
Tues : 9:30am - 5:00pm
Wed : 9:30am - 5:00pm
Thurs : 9:30am - 5:00pm
Friday : 9:30am - 5:00pm

You can contact us via our Live Chat or email info@lillyandlula.com directly.

Most orders are delivered within 5-12 business days after dispatch. In some instances, the delivery can take up to 28 business days. Please note, deliveries to the Highlands or other more remote locations can take an additional 14 working days. To track your order, please use the Track My Order page on our website.

Once your order is dispatched, you'll receive a shipping confirmation email with a tracking number. Use this number to track your package and stay updated on its journey to your doorstep. To track your order, please use the Track My Order page on our website.

Yes, we do! Lilly & Lula is delighted to offer international shipping. Please check our Shipping Policy for more details on delivery times and fees.

we sincerely hope you cherish your Lilly & Lula selection. However, if for any reason it doesn't fully meet your expectations, you have 15 days from delivery to initiate a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Please refrain from marking the product packaging directly as it might jeopardise your refund. Youll also need the receipt or proof of purchase. Should you opt for a return, the responsibility for the return costs, as well as the safety of the items until they reach our warehouse, rests with you. Please repack the goods in their initial packaging to guard against damages.

To start a return, you can either request this directly via your customer account or you can contact us at info@lillyandlula.com.

We accept online payment via a range of PCI compliant third party providers, we do not have access to your card details.

We currently accept payment with Visa, Mastercard, Maestro, American Express, Apple Pay, Google Pay and Paypal.

Although we do our very best to ensure all items are quality checked before they are dispatched, on occasion a product may be found to have a fault. For reference, faults are where the product is not fit for its intended purpose or has a manufacturing defect.

• Please contact us via email with a detailed description of the fault and provide multiple supporting images that clearly show the issue. We will then liaise with the manufacturer or supplier to get you a resolution as soon as possible. 
• We may choose to send a furniture repair specialist to assess and repair your item. If this is not possible we will arrange for a collection of the faulty product and a replacement item. 

Please check your delivery as soon as it has been received. If the goods are faulty or damaged please notify us within 48 hours so that we can resolve the problem or within 15 days should the fault develop after receipt of delivery. 

• Although we do our very best to ensure all items are quality checked before they are dispatched, on occasion a product may be damaged in transit. 
  
• Please contact us via email providing a detailed description of the damage and pictures of the packaging both the interior and exterior and damages of the item(s) to allow us to assist in resolving the issues for you.
  
• We will then work with you to find a suitable solution whether this is a repair, a partial refund, or a replacement if there is available stock. 

• As per the United Kingdom Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are resident within the UK, you can cancel your order within 14 days.
  
• This cancellation right does not apply to 'Made To Order' or personalised goods. The period ends 14 days after the day on which the goods are delivered to your chosen delivery address. This applies where orders have already been dispatched. 
  
• For any orders outside the 14-day period, please refer to our returns policy.

For items that require assembly, prior to installing, it is important that you check all instructions and parts lists to make sure that you have all the necessary parts and information to assemble and fit the product in accordance with the manufacturer's instructions before you assemble the product. We are not able to issue refunds for any items that have been incorrectly fitted/assembled or damaged during the assembly process. 

• Products made of natural materials may have variations in colour, texture and general appearance from the image seen online. When using natural materials each piece is unique, please bear this in mind when selecting your items. 
  
• A lot of our items have finishes that are described as distressed, antique, vintage, boho, etc and with this may come imperfections and variations as part of the intended style. Please be assured that these effects are deliberate and professionally created for an authentic look and that your item may not look exactly like the item on screen. 
  
• Please be aware that colours may sometimes vary from the tones shown in the images online, as the settings, quality and vibrancy of electronic screens can vary and are beyond our control.

For any press or affiliate related queries, please reach out to info@lillyandlula.com