Frequently Asked Questions

Please read our FAQ before sending us a message.

ORDERING AND PAYMENT

It is not necessary to create an account in order to shop with us. However, online registration will make it easier and quicker to checkout when placing future orders with Lilly York.

If you have not already registered with Lilly York you will need to create an account. Click on 'My Account' to the right of the top menu and select 'Sign in' from the drop down menu and enter the details requested. Alternatively, when you're at the checkout just click on the 'Sign In' button.

DELIVERY

Royal Mail Tracked 48 - £2.95

  • Receive email/text updates from Royal Mail - So you know when to expect delivery, you will receive email and/or text notifications from Royal Mail as your order goes through the delivery network. You will receive an email and/ or text to let you know your parcel is out for delivery on the morning that it will arrive.
  • Orders placed Monday to Thursday before 6pm will be delivered mostly within 2 days
  • Orders placed after 6pm on Thursday and before 6pm Friday will mostly delivered on Tuesday
  • Orders placed after 6pm on Friday and before 6pm Monday will be mostly delivered on Wednesday
  • For certain postcodes the RM48 delivery is 72 hours delivery: BT,GY,HS,IM,JE,KW,ZE2 & ZE3

Exceptions: Larger Orders/ Multiple Boxes - any orders that are large in size will be put into multiple boxes. These multiple boxes will be sent via UK Mail tracked on a next working day delivery service if ordered by 2pm. If order is placed after 2pm, the order will be delivered within 2 working days. These orders will need to be signed for.

Royal Mail Tracked 24 - £3.95

  • Receive email/text updates from Royal Mail - So you know when to expect delivery, you will receive email and/or text notifications from Royal Mail as your order goes through the delivery network. You will receive an email and/ or text to let you know your parcel is out for delivery on the morning that it will arrive.
  • Orders placed Monday to Thursday before 2pm will be delivered mostly the next day
  • Orders placed after 2pm on Thursday and before 2pm Friday will be delivered mostly on Monday
  • Orders placed after 2pm on Friday and before 2pm Monday will be delivered on mostly Tuesday
  • For certain postcodes the delivery is 72hr delivery: GY,HS2,IM,JE,KW16-17,PA61-PA75,PA78,PH30,PH41-PH44 and ZE2-3

Exceptions: Larger Orders/ Multiple Boxes - any orders that are large in size will be put into multiple boxes. These multiple boxes will be sent via UK Mail tracked on a next working day delivery service if ordered by 2pm. If order is placed after 2pm, the order will be delivered within 2 working days. These orders will need to be signed for.

Next Day Guaranteed - £5.95

  • If you choose our Next day guaranteed service, orders will be delivered between 8am-6pm Monday-Friday by our courier UK Mail
  • Orders placed Monday to Thursday before 2pm will be delivered the next day
  • Orders placed after 2pm on Thursday and before 2pm Friday will be delivered on Monday
  • Orders placed after 2pm on Friday and before 2pm Monday will be delivered on Tuesday

Please note we do not deliver on a Bank Holidays and your order will be delivered the following working day.

Orders via Next Day Guaranteed can be tracked here once the order has been placed

Postcode exclusions: Please note that the Next Day Guaranteed service is available to all postcodes excluding the following: click here to see excluded postcodes

Saturday Delivery Guaranteed - £9.95

To take advantage of our Saturday delivery guaranteed service, just place your order any day, before 2pm Friday, and your order will be delivered by UK Mail on Saturday between 8am-6pm

Postcode exclusions: Please note that the Saturday Delivery Guaranteed service is available to all postcodes excluding the following: click here to see excluded postcodes

International Standard Delivery - £3.99

  • European delivery up to 7 working days, worldwide delivery up to 10 working days
  • Please Note: Working days do not include Saturday, Sunday, or UK Bank Holidays

International Tracked Delivery - £9.99

  • Delivery in 4-8 working days
  • Please Note: Working days do not include Saturday, Sunday, or UK Bank Holidays

International Express Delivery - £13.99

  • Delivery in 2-4 working days
  • Please Note: Working days do not include Saturday, Sunday, or UK Bank Holidays

Here at Lilly York we understand that your privacy is of paramount importance. Therefore, to ensure your custom with Lilly York remains your own personal business and is kept secret from your neighbours, children, parent or even pets, we apply the highest level of discretion when packaging your order for shipment.

RETURNS, REFUNDS AND EXCHANGES

In the unlikely event that your product is faulty or your order is incorrect we must firstly offer you our sincerest apologies and further, would aim to resolve your issue as quickly as possible.

If you are returning a faulty product bought online, you can return it to us using the form available on our website. To enable us to react as quickly as possible please ensure all sections of the form are complete in particular, details relating to the nature of the fault.

If you have received an incorrect item, please follow our returns instructions.

You can return your items within 28 days using the online returns form. For a full refund the returned products must be in a saleable condition. Certain restrictions apply for reasons of security and hygiene which are outlined in our returns policy. For our full returns policy please see here.

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