Free delivery on all UK orders over £35

FAQs

1. The Basics

What should I expect after my first order?

After placing your order, you should receive your goods in good order. We hope you have a smile once you open your parcel.

How can I cancel or amend my order?

We ask for a minimum of 24 hours notice to make any changes to your order. Once orders have been dispatched we cannot amend orders until you receive the goods.

Do you accept refunds?

Yes, we offer refunds and exchanges within 14 days of purchase on all goods. Eligibility for an exchange/refund, your items must be returned to us unused and unopened, in the condition you received it. Please note the costs associated with return shipping costs are non-refundable.

Time scale for exchanges will depend on your locality, if you post items over £20, you should consider using a trackable shipping service.

I have a question about my order, how do i get in touch?

Thank you for getting in touch, if you have any queries feel to free to email us at hello@lilaandtiny.com.

My items have not arrived yet?

Please do check the address entered at checkout is correct. You can find this on your ebill. Please check whether you have received a card from the postal service/courier. We will check with your local sorting office, if it’s still missing we will do our best to help.

My items arrived damaged, what should I do?

Whilst we do ensure our products arrives to you in the best condition, accidents do happen. If your items arrive damaged in transit, please let us know at hello@lilaandtiny.com so that we can help.

If you are not happy with your order or items supplied are damaged please email us at hello@lilaandtiny.com within 14 days of your purchase and we will advise you of our returns procedure. If you advise us after the 14 days period of purchase we will consider a return at our own discretion.

Please do not send any items back without first liaising with us at hello@lilaandtiny.com

The following conditions apply for a refund:

  • All items are to be returned in an undamaged and saleable condition.
  • The buyer takes responsibility for return costs for ALL returns irrespective of refund reason, therefore we would recommend using a trackable service with adequate insurance cover.
  • The original delivery charge paid is non-refundable.
  • Once items are received and upon inspection fulfils the general condition for returns we will offer to replace the faulty items or provide a refund.
  • Once we have received and processed your returned items, your refund should be returned within 14 working days. This does vary depending on national holidays and your banks individual processes.

The above does not affect your statutory rights in the UK

All refunds are issued within 14 days of agreement.

2. Shipping

How much is shipping?

Shipping is calculated at checkout just before placing an order:

UK
Standard shipping  – £3.99
Next Day – £7.99

Do you ship internationally?

Sure we do, prices will vary depending on your purchase. General shipping charges for orders less than 2kg:

Europe- £14.99 per order

Rest of The World- £19.99 per order

For further details on shipping, please contact us at hello@lilaandtiny.com

Orders that weigh above 2kgs, we will contact you to make sure you are happy with the cost and recover charges before we dispatch. You can contact us at hello@lilaandtiny.com before placing your order to get a accurate shipping charge quotation.

All orders are sent using a signed/tracked service, we will track and keep you up to date with your order if it is either lost or delayed.

Are there any additional costs?

We cannot guarantee that you will not be charged any customs taxes or duties. All customs or import duties are charged once the parcel reaches its destination country. Such charges must be paid by the recipient of the parcel, and therefore recommend to check these before placing an order. Applies to International and Canadian Orders.

When will I receive my order?

We aim to dispatch orders placed before 12pm Monday-Friday on the very same day (phew!)

Whilst we do try our best to get your orders to you in a timely manner, we cannot be held responsible for missing packages sent on our standard courier service.

If you require your order earlier please make this selection at checkout.

3. Payment

What payment methods do you accept?

We accept Visa/MasterCard/American Express cards online, We do not accept cash or cheque payments.

How do I redeem my voucher?

You can use a voucher at the checkout page of your order, terms and conditions do apply.

When do you charge my card?

We use a secure payment platform to collect payment. When you place your order online, your order amount  is captured and authorised. We charge your card within 7 days from placing your order.

Do I receive a receipt?

We offer paperless billing to do our part for the environment, your invoice bill and order confirmation is sent to the email address you registered with us.

Is there a minimum charge for free delivery?

Yes, spend over £35 to qualify for free delivery. A delivery charge of £3.49 applies for orders under £35.

How are my card details transmitted and stored?

Your card details are not stored on our servers, we utilise Stripe for processing payments and all your sensitive information is encrypted using SSL. For more information please visit Stripe.

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