Shipping Policy

This policy sets out how and when we deliver orders placed on lilysam.com.

1. Where we deliver

We deliver to addresses within the United Kingdom.

2. Delivery cost

Delivery is included on all UK orders, with no minimum spend. The price you see at checkout is the price you pay.

3. Processing time

Your order is processed within 1 to 3 business days, Monday to Friday. Orders placed at weekends or on public holidays are processed on the next working day.

4. Delivery time

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.

These are working days and exclude weekends and public holidays. Delivery times are estimates, not guarantees.

5. Couriers and tracking

Shipments are handled by the Royal Mail. As soon as your package is dispatched we will send you a tracking code by email so you can follow its progress. You can also check progress at any time on our Track Your Order page. Tracking information can take up to 48 hours to begin updating after dispatch.

6. Delays

Occasionally deliveries take longer than expected because of carrier delays, adverse weather, or peak periods. If your order has not arrived within 5 business days of the estimated delivery date, contact us at support@lilysam.com and we will investigate with the carrier.

7. Incorrect or incomplete addresses

Please check your delivery address carefully at checkout. We cannot be held responsible for parcels delivered to an address entered incorrectly. If you spot a mistake, email us immediately at support@lilysam.com. If the order has not yet been dispatched we can usually correct it.

Parcels returned to us because the address was incorrect or nobody was available to receive them can be resent, though a further delivery charge may apply.

8. Missing or damaged parcels

If your parcel arrives damaged, or tracking shows it as delivered but you have not received it, contact us within 14 days of the delivery date and we will resolve it with you.

9. Import duties and taxes

The price you pay at checkout is the final amount. Any applicable import VAT and duty on delivery to the United Kingdom is covered by us, and you will not be asked to pay further charges on receipt of your order.

10. Contact

Questions about delivery: support@lilysam.com

Our customer service team is available Monday to Friday 09:00 to 17:00, Saturday 09:00 to 16:00 and Sunday 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.