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 Contact Form 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, you must submit your return request through our Return Portal and your item(s) must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Please repack the goods in their initial packaging to guard against damages. We ask that all items be returned unused and in a good re-sellable condition, including the original packaging the item was delivered in with all original fixings and documentation enclosed. Please ensure that the protective inserts and original packaging are returned in their original condition. When resealing the box, use clear tape only, attach the returns form securely to the outside, and avoid writing directly on the cardboard. Returns that arrive with damaged packaging or inserts may not be eligible for a refund. We recommend you get proof of postage when sending your item(s) back to us. We are not liable for any damage or loss of your item during the return transit. We reserve the right to refuse an exchange or refund if goods are not returned in a re-sellable condition or are damaged.

Should you opt for a return, you will be provided with prepaid return label(s) from Lilly & Lula which will be sent to you via email for each item. The responsibility for the return costs as well as the safety of the items until they reach our warehouse, rests with you. Please note, for heavier items over 5kg, a restocking fee will be charged and deducted from your refund. The restocking fee will be £30 or 10% of the total value of item(s) being returned, whichever is the greater value.

To start a return, you can request this directly via our Return Portal.

Exchanges can only be made within 15 days of receipt of delivery.

You must submit your exchange request through our Return Portal and your item(s) must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Please repack the goods in their initial packaging to guard against damages. We ask that all items be returned unused and in a good re-sellable condition, including the original packaging the item was delivered in with all original fixings and documentation enclosed. Please ensure that the protective inserts and original packaging are returned in their original condition. When resealing the box, use clear tape only, attach the returns form securely to the outside, and avoid writing directly on the cardboard. Returns that arrive with damaged packaging or inserts may not be eligible for a refund. We recommend you get proof of postage when sending your item(s) back to us. We are not liable for any damage or loss of your item during the return transit. We reserve the right to refuse an exchange or refund if goods are not returned in a re-sellable condition or are damaged.

Once your request is accepted, we'll send instructions on how and where to send your package(s). Items sent back to us without first requesting a return or without a return label provided by Lilly & Lula will not be accepted. To provide you with sufficient time to return your parcel, we offer a return window of 7 days once you receive your return label. If your parcel is not delivered to our warehouse within this period or without its assigned return label, your order will not be eligible for a refund.

Please note that exchanges and replacement items cannot be returned. Replacements are provided to rectify an original order issue or update and are therefore considered final sale. Refunds or returns cannot be processed for these items unless they are found to be faulty upon receipt.

Items purchased at a discount of 50% or more are considered Final Sale and are not eligible for return, refund, or exchange unless they arrive damaged or faulty.

By purchasing an item marked at 50% off or more, the customer acknowledges and agrees to the following:

• The item is sold as-is and cannot be returned due to change of mind, suitability, or preference.
• This policy applies to all sale items, clearance stock, and Outlet items where a 50% discount or higher has been applied to the original price.
• This policy is in place to ensure clarity and fairness to all customers, and to reflect the limited nature of deeply discounted stock.

For full details, please refer to our Returns & Refund Policy or contact our Customer Service team at help@lillyandlula.com with any questions.

At Lilly & Lula, we take pride in offering high-quality items. To ensure your products last as long as possible, we recommend following the care instructions provided on the product page of each item. Our wear and tear policy outlines what is considered normal use and how we handle issues that arise from wear over time.

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, Paypal and Klarna.

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 inspect your order upon reception and contact us via our Contact Form immediately (within 2 days from receipt of order) if the item is defective so that we can evaluate the issue and make it right. 

Please inspect your order upon reception and contact us via our Contact Form immediately (within 2 days from receipt of order) if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

Our courier and partners require photos and video of the outside or the box including the shipping label, the internal packaging, and the damage to the item in order for us to raise a claim. It also allows us to help assess whether you require a spare part, a replacement, or a refund. Unfortunately, outside of the 48-hour window we are unable to assist with further support.

If you try to submit a claim after the 48-hour period, we are unfortunately unable to validate the claim and will not be able to issue a refund. Please note that any damaged or faulty items must also be returned to us within 15 days of receipt to remain eligible for a refund. We’ll cover the cost of the return if the item is confirmed to be faulty or damaged upon receipt

For items that require assembly, please check that you have all the necessary parts, instructions and information. Always follow manufacturer's instructions and use recommended tools. We are not able to issue refunds for any items that have been assembled, incorrectly assembled or damaged during the assembly process.

If items have been damaged due to wear and tear we will be unable to give a refund for the item.

Please note, once you have received and signed for your delivery, the items you ordered will become your property, provided they have been paid for in full. We cannot accept any liability for the loss, damage or destruction of the items after they have been delivered unless they were reported damaged or faulty when delivered or they were delivered incorrectly.

• 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 if it has NOT despatched.
  
• This cancellation right does not apply to 'Made To Order' or personalised goods. The period ends 14 days on 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 Return & Refund 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 us via our Contact Form.