FAQ

Frequently asked questions

Shipping

What are the delivery times?

Your order is processed within 1 to 3 business days (Monday to Friday). Delivery typically takes 5 to 12 business days from the time of shipment. The total delivery time, including processing and shipping, is 6 to 15 business days (Monday to Friday). As soon as the package is dispatched, we will send you a tracking code so you can follow its progress.

How much does delivery cost?

Delivery is included on all UK orders, with no minimum spend.

Which courier do you use?

Shipments are handled by the Royal Mail. You will always receive a tracking code to follow your order until it is delivered.

Returns and Exchanges

Can I return my order?

Yes. You have 30 days from the delivery date to request a return. This sits alongside your statutory right to cancel within 14 days of delivery. Items must be returned unworn, unused, and with all original tags still attached.

Who pays for return shipping?

Return shipping costs are the customer's responsibility, unless the item received is defective or incorrect. In those cases, we cover the return costs.

When will I receive my refund?

Once we receive and inspect the return (usually within 2 to 5 business days), we will issue a refund to the payment method used for the purchase. Depending on your bank or payment provider, it may take an additional 3 to 10 business days for the funds to appear in your account.

Payment

Which payment methods do you accept?

You can pay using Visa, Mastercard and Maestro, or via Shop Pay, Apple Pay and Google Pay.

Sizes

How do I choose the right size?

Our garments have a standard fit. If you are between sizes or need advice on which one to choose, contact us and we will be happy to provide personalised guidance.

Contact Us

How can I contact you?

Email: support@lilysam.com

Our customer service team is available: Monday to Friday from 09:00 to 17:00; Saturday from 09:00 to 16:00; Sunday from 09:00 to 16:00. All times are UK time. We reply within 24 hours.

Collective Momentum, Poelestraat 48T, 9712 KC Groningen, Netherlands. KVK 42043867. VAT NL005452854B82.