Shipping policy

• United Kingdom
• Europe
• United States
• Canada
  
• Australia

If you're unsure whether we deliver to your location, feel free to reach out to our customer support team for confirmation.

Mainland UK

Please allow 2-4 additional working days for deliveries to Northern Ireland.

International

Shipment Confirmation & Order Tracking You will receive a Shipment Confirmation email once your order has shipped. If a tracking number is provided by the shipping carrier, we will update your order with the tracking information. A gentle reminder: if you've opted for items across multiple brands, anticipate distinct delivery times and potentially varied courier services.

Important Delivery Terms

Responsibility After Delivery
Responsibility for the goods passes to the customer when they, another person at the delivery address who is expressly or reasonably understood to be authorised to accept deliveries, such as a household member, employee, receptionist, concierge or building staff member; or a neighbour, safe place or alternative delivery location. We cannot accept any liability for loss, damage or destruction of the items after they have been delivered unless they were reported damaged or faulty within 48 hours of receipt of delivery, or they were delivered incorrectly. Damage, faults or incorrect items should be reported after discovery with photographs and/or videos where reasonably requested.

Delivery Times & Delays
Whilst we will make every effort to deliver within the time stated on our Website, we will not be liable for any loss caused to you by any late delivery or failure to deliver within the estimated timescales. We aim to keep you updated if there are any delays. We will endeavour to get your goods to you as soon as possible. A delivery will not be considered late while it remains within the applicable timeframe displayed in our Shipping Policy from the shipping date, or while an investigation with the courier remains open.

Unsuccessful Delivery Attempts
Where the courier makes an unsuccessful delivery attempt, the customer must follow any instructions provided by the courier and make reasonable arrangements for redelivery or collection. Time reasonably required for redelivery following an unsuccessful attempt may extend the date on which the parcel is physically received.

Where receipt is delayed because the customer did not arrange redelivery or collection, this will be considered when reviewing the delivery history.

An unsuccessful delivery attempt does not mean that the parcel has been lost or that the order has been cancelled. 

Delayed or Potentially Lost Parcels 
A parcel is not considered lost solely because tracking has not recently updated or delivery has taken longer than expected.

Where a parcel may be delayed or lost, we may need to open an investigation with the courier. Customers must allow the courier a reasonable opportunity to complete that investigation. While the investigation remains open, we may be unable to issue a refund or replacement unless required by applicable consumer law.

If the courier formally confirms that the parcel is lost, we will offer an appropriate replacement or refund. If the parcel is delivered within the applicable delivery timeframe before being classified as lost, the order will be treated as successfully fulfilled.

If we become unable to meet a delivery or dispatch commitment that gives the customer a mandatory right to cancel, we will notify the customer and honour that right.

Project & Event Deadlines
If an order is required for a particular project, installation, event or other deadline, the customer is responsible for allowing sufficient time when ordering. Unless we expressly agree to that deadline in writing before purchase, a customer’s individual deadline does not form part of the delivery agreement and does not, by itself, create a right to cancel or return an order delivered within the stated timeframe. Nothing in this paragraph affects any mandatory consumer rights.

Incorrect Addresses & Undeliverable Parcels
We will attempt to deliver your order to the delivery address stated on your order form. If products are returned to us as undeliverable either because of an incorrect address or because of customer failure to contact the courier company or collect the goods from the depot where requested, we will refund the price of the products less delivery costs incurred by us in sending out the goods plus any additional costs charged to us by the courier company for returning the goods to us.

Checking Your Delivery Address
Customers are responsible for ensuring that the delivery name, address and postcode provided at checkout are complete and accurate before placing an order. Once an order has been dispatched and assigned for delivery, it cannot be amended or cancelled.

Completed Deliveries
If a parcel is successfully delivered to the delivery address provided on the order, our delivery obligations are fulfilled and responsibility for the goods passes to the customer (or any person accepting delivery at that address). We cannot be held liable for any loss arising from an incorrect or incomplete delivery address supplied at the time of ordering, including where the parcel is delivered to the address provided but cannot subsequently be located by the customer.

Cancelling an Order After Dispatch
Should you wish to cancel your order, you will be refunded once the goods have been returned to our distribution centre(s) in line with our Returns Policy or classified as lost by the Carrier company.

Customs, Duties, and Taxes Lilly & Lula is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

We are a UK-based business and primarily serve customers within the United Kingdom. While we may accept and fulfil international orders, we do not actively market or direct our commercial activities toward customers outside of the United Kingdom.

Governing Law
Nothing in these Terms affects any mandatory consumer rights available under the laws of the customer’s country of residence.

By placing an order with us, you agree that any disputes arising shall be subject to the exclusive jurisdiction of the customer’s country of residence.