Frequently Asked Question
*We will be dispatching your item as quickly as normal but please bare with the hard working key workers at this time if there is a slight delay due to the recent coronavirus news and weather conditions.
Shipping and Delivery
What are your Delivery Charges?
What is your Returns Policy?
Do you offer Next Working Day Delivery?
Do you offer European or International Shipping?
Order
Where is my Order?
Where is my order confirmation?
Can I amend my order?
Why has my order been cancelled?
Why does the colour look slightly different?
Can I use more than one discount code on my order?
Why doesn't the discount code work?
Returns
Can I exchange a product?
Have you received my Return?
What should I do if the item is faulty?
Technical
Trouble Accessing the Website?
Why can't I sign in to my account?
I forgot my password?
What are your Delivery Charges?
Our delivery charges are:
- UK Standard Delivery 3-5 Working Days - £3.99 (FREE Delivery on orders over £70)
- UK Next Working Day Delivery - £6.99
- European Delivery- £12.99
- International Delivery- £14.99
Click here for more details on our delivery charges.
What is your Returns Policy*?
Here at Lily Lulu, we hope that you are satisfied with your item(s). If for any reason you want to return your item please complete our returns form and place it inside the parcel. Items returned without a completed returns form will result in a delay in processing your return. You have 14 days from the date of order to return your item(s) back to us. We aim to process your return asap but during busy periods, there may be a slight delay in processing your return. Please bear with us during the busy periods.
*Due to hygiene reasons, returns are not accepted on the following items: earrings, swimwear or lingerie
Click here for more details and Download our Returns Form
Do you offer Next Working Day Delivery?
YES! Place your next day delivery order before 3pm Monday-Thursday, and you'll receive your order by the Next Working Day. Weekend orders (Sat-Sun) will arrive on Tues. Excludes bank holiday. Due to the Coronavirus outbreak, the couriers may take a little longer to deliver the item so we cannot be held responsible for delivery delays. *Northern Ireland, Isle of Man, Isle of Wight, Scottish Islands & Highlands customers, please allow additional day for deliver due to location ** Saturday, Sunday and Bank Holidays are NOT classed as WORKING DAYS.
If you need it for the weekend we also offer a Saturday delivery option, just select this at checkout.
Click here for more details on our delivery options.
Do you offer European or International Shipping? (UNAVAILABLE at this time)
We ship to most countries. Customer should note that they will be responsible for the customs charges (if any). It might be a good idea to find out current charges before you order, so you are not surprised by charges you were not expecting.
The cost of delivery is:
- European Delivery- £12.99
- International Delivery- £14.99
Click here for more details on European or International delivery charges.
Where is my Order?
You will receive an email once your order has been dispatched. For UK orders, we will send you a dispatch email with the tracking code of the item. Please follow that email to track your order. For European/International Orders, you will receive a dispatch email once it is ready to leave the UK but we are unable to track your order after it has been dispatched. It's worth checking if there are any local delays in your area. If you have not received your items within 10 working days from dispatch, please contact our Customer Services team for help.
Have you received my Return?
During the busy period, please allow up to 15 working days for refunds to be processed after we receive your returned parcel. Thank you for your patience during this period. You will receive an email once your return is refunded. It will automatically be refunded back to the payment method you used to make the purchase.
Can I amend my order?
We aim to dispatch your order quickly and many parcels are being shipped throughout the day. Your order details would be sent directly to the warehouse upon purchase so we are unable to make changes to your order once it has been placed - this includes the product sizes or style, delivery address, delivery option, and payment method.
Can I exchange a product?
Our items sell out very quickly so if you would like to have the product in another size or colour, we kindly ask you to place a new order to ensure you will have the item you want. We do not offer exchanges, only refunds.
What should I do if the item is faulty?
In the rare case that the item is faulty upon arrival, please contact us at enquiry@lilylulufashion.com regarding the fault before returning the item to us.
Why does the colour look slightly different?
Every effort is made to photograph the colours accurately but different computer monitors/calibrations may display the colours slightly differently. We do try our best to represent the colours as accurately as possible but we cannot guarantee every computer monitor will depict the actual color of the merchandise 100% of the time.
Why has my order been cancelled?
Our items are very popular and as a result, they sell out very quickly due to the high demand. On occasions, an item you have ordered can suddenly become unavailable. If an item sells out in your order, we will contact you as soon as possible to confirm its cancellation. If your order contains additional items, we will dispatch the rest of your order and refund the out of stock item.
Can I use more than one discount code on my order?
Only one discount code can be used per order. Please ensure that it has been applied at the checkout, we are unable to apply discounts to an order after the order has been placed.
Why doesn't the discount code work?
Our discount codes cannot be used on Sale items. Please note our discount codes are case sensitive so please ensure a valid discount code has been applied at the checkout. We cannot apply discounts to an order after the order has been placed.
I forgot my password?
You can request a password reminder and we will send an email to your registered email with a password reminder. Please check your junk mail if it hasn't arrived in a timely manner.
Why can't I sign in to my account?
If you are having trouble logging into your account, double check your spelling and ensure your caps lock is on or off. You can also try requesting a password reminder and we will send an email to your registered email. Please check your junk mail if it hasn't arrived in a timely manner.
Where is my order confirmation?
After you place an order with us, you will receive a confirmation email. If you do not receive this confirmation after 2 hours, please check your junk or spam boxes.
I am having trouble with the website, what should I do?
Sometimes you can simply troubleshoot the problem by re-loading your browser or try accessing the website again using a different browser.
Alternatively, you can try clearing your browsing history including your cookies. On most internet browsers, you can delete your history and cookies using "Tools" or "History". Once you’ve cleared your cookies, close your browser, reopen it and visit our site again. You should be able to use it without any more problems.
If you’re still having problems, contact our Customer Care Team at enquiry@lilylulufashion.com
