FREQUENTLY ASKED QUESTIONS

ORDERS

WHAT ARE THE ACCEPTED PAYMENT METHODS?
Customers can pay using Visa Credit, Visa Debit, Visa Electron, MasterCard, Pay Pal & American Express cards and your payment card will be charged upon completion of the online checkout process. 

CAN I CALL AND PLACE AN ORDER OVER THE PHONE?
Unfortunately, we are unable to accept orders over the phone. We sell our amazing styles online only.

CAN I MAKE CHANGES TO MY ORDER?
In most circumstances it is not possible to make changes to your order once it has been placed as we begin processing these very quickly as they are received. If you wish to add more items to your order, the quickest and simplest way to do this is to place a separate order for these additional items

CAN I CHANGE MY DELIVERY ADDRESS?
If you would like to change the details of the delivery address specified when placing the order, please contact our customer services team as soon as possible via email at enquiries@liluralondon.co.uk

WHERE IS MY ORDER?
You will receive an email once your order has been dispatched which will contain tracking information. You can also keep an eye out on your delivery or contact our customer services team to help track your order. Please remember that on some occasions it could take up until 8pm for the courier to deliver your package.

WHY HAS MY ORDER BEEN CANCELLED?
Occasionally, items sell out very quickly. Sometimes when this occurs the number of customers purchasing an item at that time outweighs the number of units available. If an item in your order sells out, we will contact you as soon as possible to confirm the cancellation of your order. If your order contains additional items, we will dispatch the rest of your order and refund the out of stock item.

I HAVE RECEIVED MY ORDER, HOWEVER SOMETHING IS MISSING?
Please accept our sincere apologies if anything is missing from your online order. We always strive to ensure that you receive your items right first time, every time; however occasionally human errors can be made. Please contact our customer services team at enquiries@liluralondon.co.uk. Please ensure that you include your order number and name within your message.

I RECEIVED A FAULTY OR INCORRECT ITEM IN MY ORDER. WHAT NOW?
We always strive to ensure that our garments are of the highest quality and reach you in perfect condition. On occasion despite our best efforts, this may not be the case. Please accept our sincerest apologies if you have received a faulty or incorrect item from us.

If you have received a faulty or incorrect item from us please contact our customer services team at enquiries@liluralondon.co.uk, so that a member of our team can assist you in rectifying the issue(s) present with your order or item(s) within it.

I PLACED AN ORDER WHICH HAS NOW BEEN REFUNDED. WHY?
All items are subject to availability. In the unlikely event that all items within your order are out of stock at the time our team attempt to pick them at our warehouse, we will inform you of this and refund the order back to your original payment method as soon as possible. If we find that some of the items are out of stock at the time of picking, we will notify you by email that the items have been refunded, and the rest of your order will be dispatched to you.

DELIVERY

HOW LONG WILL MY ORDER TAKE TO ARRIVE?
UK Standard Delivery:
A tracked service where we aim to deliver within 3 - 5 working days, subject to some exclusions (see our delivery page for details of these).

UK Next Day Delivery:
A tracked service for the next working day*
• Orders placed before 4pm Monday to Friday: Dispatched the same working day in order to arrive the next working day
• Orders placed after 4pm Monday to Friday: Dispatched the following working day, this means that delivery will usually take two days
• Orders placed after 4pm Friday, or anytime Saturday or Sunday: Dispatched the following Monday (or the next working day in the case of a bank holiday)

* Applicable only to orders placed Monday to Friday before 4pm. Postcode restrictions apply to the following UK Postcodes: AB BN BT CA DD DG FK IV KA KW KY M1 PA PH TD GY HS IM JE SW (15-19) TA TD TR(21-25) W1 WC(1-3) ZE(1-3)

Europe:
We aim to deliver within 5 - 7 working days.
We always work closely with our delivery partners to ensure that these time scales are met, however we cannot guarantee them.

DOES MY DELIVERY REQUIRE A SIGNATURE?
Yes, in some cases. If you are out and there is no one available to sign for the parcel(s) at your chosen delivery address, a calling card will be left by the courier explaining that they are holding your parcel at a local depot, have left this with a neighbour or have left it in your previously-nominated safe place. If a delivery is missed, it is your responsibility to collect the parcel from them or to otherwise rearrange delivery.

CAN I CHANGE MY DELIVERY ADDRESS?
If you would like to change the details of the delivery address specified when placing the order, please contact our customer services team as soon as possible, you can do this by emailing us at enquiries@liluralondon.co.uk. It's really important that you let us know of any inaccurately provided delivery address information as quickly as possible so that we can ensure your order is updated and that you receive your items at the desired location! Please ensure that you include your name, your order number, your phone number and your email address in your email. These details will help ensure that your query is handled as quickly as possible. Once an order has been processed, we are unable to change the delivery (or any other) details within it.

WHAT HAPPENS IF I’M NOT IN WHEN MY ORDER IS DELIVERED?
The delivery company may leave the parcel with a neighbour. The delivery company will leave a card saying that they have attempted to deliver the parcel, and provide you with details on where the parcel has been delivered to, how to contact them to re-arrange a delivery time or to advise where you can collect your parcel from.

DO YOU DELIVER TO PO BOX & BFPO ADDRESSES?
Unfortunately, we are unable to deliver to PO Box & BFPO addresses at the moment. We're really sorry for this!

DO YOU DELIVER TO THE CHANNEL ISLANDS?
Unfortunately, we are unable to deliver to the Channel Islands at the moment. We're really sorry for this!

RETURNS

WHAT IS YOUR RETURNS POLICY?

  • Items must be returned within 14 days of receipt.
  • Items must be unworn and unwashed.
  • Items must have all tags attached.
  • We're sorry, but we are unable to offer free returns, returns must be made at your own cost.

HOW LONG DO I HAVE TO RETURN AN ITEM?
If for any reason you are not completely satisfied with your purchase, you can return your items to us within 14 days for a refund. Should you return your item after this time frame, you will not be eligible for a refund.

HOW LONG DOES IT TAKE TO PROCESS MY RETURN?
We aim to process your return ASAP, but on occasions it may take up to 15 working days for your refund to be processed after you have returned your item(s) to us. If you have not been refunded after 30 days of returning the item(s), please contact our customer services team at enquiries@liluralondon.co.uk with the proof of postage information from your return carrier receipt and we will check this out for you.

CAN I EXCHANGE AN ITEM?
Unfortunately, we are currently unable to process exchanges. You can return your item to us and place a new order to receive the item of your choice. To return an item please follow the steps stated in ‘HOW DO I RETURN AN ITEM?’.

WHAT SHOULD I DO IF I RECEIVE AN INCORRECT OR FAULTY ITEM?
Oh no! We're sorry to hear this. If you receive a faulty item please return to us within 30 days of receipt of the faulty goods. Please remember to get in touch with our Customer Service team prior to returning.

HOW DO I RETURN AN ITEM?
Please send your return back with a completed returns form and your order invoice in your parcel. If you have lost your invoice, please enclose a note with your return including your order number and name.

Please return your items to:

Lilura London 

2 Bramwood Court

Bramhall

SK7 2EU

 

I HAVE BEEN REFUNDED THE INCORRECT AMOUNT!
Please contact our customer services team at enquiries@liluralondon.co.uk and they will look into this urgently! Please bear in mind that the original postage costs are non-refundable.