FREQUENTLY ASKED QUESTIONS

 

Christmas Returns Policy

We have extended our returns policy over the Christmas period. Purchases from 01 Dec 2016 up until 04 Jan 2017 can now be returned up until 20th Jan 2017. We want you to have plenty of time to return if necessary. 

 

Last Order Dates for Christmas Delivery

We will dispatch your order asap, deliveries may take a little longer to arrive during the Christmas busy period so it is recommended that you order before these dates. These are only estimates and subject to local delays in your area.

UK Delivery: Order by 20 Dec 3pm

UK Next Day Delivery: Order by 22 Dec 3pm

International Delivery
Europe, order by: 13 Dec 12pm
Rest of World, order by: 6 Dec 12pm

 

Last Order Dates for New Year Delivery


UK Delivery: Order by 21 Dec 3pm

UK Next Day Delivery: Order by 29 Dec 1pm

 

Shipping and Delivery

What are your Delivery Charges?
What is your Returns Policy?
Do you offer Next 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 - £3.99 (FREE Delivery on orders over £50)
  • UK Next Working Day Delivery Guaranteed by 1pm - £6.99 (Orders placed before 3pm Mon-Fri , excluding bank holiday)
  • European Delivery- £9.99
  • International Delivery- £12.99

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. *Any items bought in the sale can not be returned to us*

Click here for more details and Download our Returns Form

Do you offer Next Day Delivery?

YES! Place your order before 3pm Monday-Friday, and you'll receive your order by next working day. We ship our items via DPD or Royal Mail Next Day Delivery.

Click here for more details on our delivery charges.

Do you offer European or International Shipping?

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- £9.99
  • International Delivery- £12.99

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. 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?

Please allow up to 10 working days for refunds to be processed after we receive your returns parcel. We will send you a confirmation email once it has been processed. You will receive an additional 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 our orders on the day of purchase so many of the parcels are 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.

Why doesn't the discount code work?

Our discount codes are case sensitive so check to ensure you have entered the voucher code correctly. Our discount codes cannot be used on Sale items.

  

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