Dispatch

We aim to dispatch all item within the next working day. With the exception of busy season. Where there may be a slight delay in processing your order. The value of your order will decide what delivery options are available. 

Delivery Service (UK)

Order vale £0-£30 - Royal Mail Tracked 48 hour - £3.99 per order

Order value £0-£100 - Royal Mail Tracked 24 hour £4.99 per order 

Orders over £100 get FREE Royal Mail Tracked 24 hour Delivery (UK orders only)

Special next day delivery guaranteed (Monday to Friday) - £15 - same day dispatch of order before 3pm.

All our order are sent Tracked and or signed for Delivery, keeping you up to date on when your item(s) have been collected and will be delivered. You will receive email or text message with updates, depending on what information is given at checkout.

International Delivery

Parcels are sent via UPS Standard, UPS Express and Royal Mail Tracked and Signed. Service will depend on what's available within your country. 

Shipping cost varies in price and is calculated at checkout. Transit times at checkout are exact and once dispatch you will receive your parcel within this time. All parcels are dispatched within 1-3 working days  

All parcel going aboard that are liable for input tax is payable by the buyer. We hold no responsibility for customs and input tax.

  

All parcels are sent with delivery confirmation.  If your parcel does not arrive within 10 working days of dispatch within the UK and 25 working days aboard.  Please contact us at sales@lilyandroux.co.uk

Some items are fulfilled by Amazon fulfilment and will be sent to you by Amazon themselves, there may be an extra day or two delay in your items arriving. An email will be sent to you once the item has been dispatched, this will include information of any tracking details. 

 

Returns

Returns:


Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. PLEASE READ BELOW FOR RETURNS ON SALE ITEMS. 

To be eligible for a return, the item(s) must not have been unused and in the same condition that you received it. It must also be in the original packaging ad tags attached.

Several types of goods are exempt from being returned. Underwear and Swimwear. 

Additional non-returnable items:
Gift cards
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery

Refunds (if applicable):


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7-14 working days.

Late or missing refunds (if applicable):


If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.


Sale items (if applicable):


You are within your rights to return sale item(s) within 14 days from delivery. This does not affect your statutory rights and orders can be cancelled within 14 days for a refund under the Distance Selling Regulation within the UK only. Please send written cancellation to email address sales@lilyandroux.co.uk


Refund of original postage (if applicable):


You are within your rights to receive a refund on your original if any postage paid at the time of purchase. This only applies to item(s) being returned within 14 days of delivery after this time has passed we can no longer issue a refund for the postage. You can still return your parcel up to 16 days after this time but no refund for postage will be issued. 

 

Exchanges (if applicable):


If you are needing an exchange an item(s), you will need to reorder and send the unwanted item(s) back. If your item(s) were brought with reward point or on sale please contact our customer services who will be happy to help sales@lilyandroux.co.uk.

 

Gifts:


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive an E-Wallet credit for the value of your return. Once the returned item(s) is received, your e-wallet balance will be updated for you to purchase a replacement. An email will be sent with an update once complete. 

 

 

UK Returns Label

To return your product, you should mail your product to: Lily and Roux, 2 Criech Farm Cottages, Ardgay, IV243AB


You will be responsible for paying for your own shipping costs for returning your item.

Why not take advantage of our returns label and get Tracked returns with added security and insurance. Our returns label cost £2.99 and the amount will be deducted from the refund amount. 

Link for returns label: Click Here


When shipping your item back you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item(s) and hold no responsibility. 

International Shipping Returns:

Customers are responsible for returning the unwanted item(s) back to us. We are able to supply a returns label via UPS and have your item(s) collected. We advise you to use the label to ensure customs and duty is not paid when your item(s) arrive back in the country. Any customs and duty charged when item(s) arriving in the country will be deducted from your refund. Please note return shipping is not free and additional charges apply, to find out more please email us and we will be happy to advise on cost and to supply returns label. We can only process refunds on returning item(s) and are not able to do exchanges. If an alternative size is needed it will need to be reordered. 

sales@lilyandroux.co.uk

 

Return Address:

Lily and Roux

2 Creich Farm Cottages 

Ardgay

IV24 3AB

United Kingdom 

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