Shipping & Returns
Shipping Policy
FREE STANDARD DELIVERY ON MAINLAND UK ORDERS
Delivered within 3 - 7 working days
Monday - Friday (excl. bank or public Holidays)
£0.00
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FIRST CLASS DELIVERY
Order before 12 noon for same day dispatch
Delivered within 2 - 3 working days
Delivered Monday - Friday (excl. bank or public Holidays)
May require a signature
Tracked
£4.95
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NEXT DAY DELIVERY*
Guaranteed delivery next day if order placed by noon
Delivered Monday - Friday (excl. bank or public Holidays and Weekends)
May require a signature
Additional charge for remote postcodes
£7.95
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OVERSEAS & NON-MAINLAND UK DELIVERIES
Postage is charged as shown at checkout
European Delivery from £10.80**; Rest of the World Delivery from £15**
Europe - 7 - 14 working days
Rest of the World - allow approx. 14 working days
You will be responsible for the payment of any local import duties on receipt of your parcel
Please help us by taking extra care with your address details
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*Please note, our next day delivery service is operated by a courier, therefore ensure someone is available to sign for the delivery. Alternatively, delivery instructions must be provided when ordering
to allow the courier to leave the parcel.
** Prices based on orders weighing up to 1 kilogram.
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Our products are shipped from the UK and sold on an unpaid Delivery Duty basis. With this in mind, please be aware that you, or whoever the lucky recipient might be, may have to pay Import Duty or a Formal Customs Entry Fee upon, or prior to delivery. If you're unsure how this will affect the overall cost of your order, please check your Local Legislation rules.
Return & Exchange Policy
WHAT IS OUR RETURNS POLICY?
We want you to be delighted with your purchase but if you are not you can return an item within 30 days of receipt, as long as it is unused and in its original packaging.
We will be happy to exchange the item for a replacement or to make a refund which will go onto the card which was used when you made your purchase.
We are not able to refund any postage charges.
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HOW DO I RETURN SOMETHING?
You can return an item as long as you have your receipt or delivery note.
If you don't, you can download a Returns Form here.
If your items are damaged or you have received the wrong items, please contact us directly at florencelillyuk@gmail.com.
Please send your return by post. The delivery note that came with your parcel and the Download Returns Form has clear instructions of how to do this. You need to complete the reverse side of the delivery note with the details of the items you are returning and enclose the note with your returned parcel.
It would really help us in developing our products if you could give a reason why they were not suitable.
Please let us know whether you require an exchange or a refund and always include a daytime telephone number and your email address in case we need to contact you about the return.
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Make sure your items are securely wrapped and send to:
Returns Department, Florence Lilly, Unit 7, Maurice Road Industrial Estate, Newcastle upon Tyne, NE28 6BY, England.
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Before returning any undamaged or non-faulty items to us, we do ask that it they are in the same condition as when you first bought them, ensuring the tags are still attached and they are in their original packaging.
Please ensure you have taken reasonable care to make certain that items are returned safely and not damaged in transit. Especially with delicate items. Please include original packaging where possible.
Parcels are returned at your own cost, and we strongly recommend you obtain a free certificate of postage from the Post Office as we are only responsible for your parcel once it has been received into our warehouse.
Items lost in transit will not be treated as returned.
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We can also arrange for our courier company to collect the parcel from your home. You will need to be at home to hand over the parcel. There is a charge for this service. Please contact the customer service team on 0191 4472022
or email them at florencelillyuk@gmail.com