Frequently Asked Questions (FAQ)

Frequently Asked Questions (FAQ)

Frequently Asked Questions

Need answers? We've gathered responses to our most frequently asked customer questions below. If you don't see what you're looking for, please reach out to us at sales@lillybow.com.

Shipping & Delivery

1. Do you provide complimentary shipping within the UK?
Absolutely! We offer free standard delivery throughout the United Kingdom on all purchases. Every package is carefully handled to guarantee safe and prompt arrival.

2. Can you deliver to parcel lockers or pickup points?
Currently not available. We exclusively deliver to the residential or business address you specify during checkout.

3. What are your standard delivery timeframes?
Orders submitted before 1:00 PM (GMT) are processed the same day. Processing takes 1-2 business days (Monday-Friday), followed by 8-11 business days for delivery. At Lillybow, we prioritize sustainability by collecting orders and shipping them in batches once we reach our minimum threshold, reducing environmental impact while working towards a greener future.

4. How do I monitor my shipment?
After your order is dispatched, we'll send you a tracking number via email. Monitor your package's journey through our Order Tracking Page.

5. Which delivery services do you partner with?
We utilize Royal Mail, DHL, and other reliable UK courier services to guarantee dependable delivery.

6. My package hasn't been delivered. What's next?
First, review the tracking information in your dispatch confirmation email. If tracking hasn't updated or your package appears delayed, contact us at sales@lillybow.com. If your item is verified as lost, we'll arrange a replacement or provide a complete refund.

7. What happens if my package is damaged upon arrival?
We sincerely apologize for any inconvenience. Please email us at sales@lillybow.com within 7 days of receiving your package. Include your order reference and photographs of both the damage and packaging. We'll resolve this matter immediately.

Returns & Refunds

8. How can I process a return?
If something isn't quite right, contact us at sales@lillybow.com within 30 days of delivery. Items must remain unused, in original condition, and include all packaging and labels.

9. When can I expect my refund?
Refunds are processed within 7 business days following our inspection of the returned item. We'll send confirmation via email once your refund has been issued.

10. Who handles return shipping costs?
For defective, incorrect, or damaged items, we cover return shipping expenses. For other returns (such as change of preference), return costs are your responsibility. Please contact us before sending anything back.

Privacy & Security

11. Is my personal data secure?
Completely. We employ SSL encryption to protect all transactions and information. We never store payment details and won't share your personal data without your explicit permission.

12. Do you share my information with external parties?
Never. We do not sell or exchange your data. Your information serves exclusively for order processing and customer support. Learn more in our Privacy Policy.

Payment Options

13. What payment methods are accepted?
You can pay securely using:

• Visa
• Mastercard
• American Express
• Maestro
• Apple Pay
• Google Pay

14. In which currency are transactions processed?
All transactions are handled in GBP (£ – British Pounds). International cards may incur currency conversion charges from your bank.

15. Is the checkout process secure?
Yes — our payment infrastructure uses SSL encryption to ensure your payment information and personal details remain completely protected.

16. How will I confirm my payment was successful?
Upon successful payment, you'll receive a confirmation email containing your order information. Haven't received it? Check your spam folder or contact us.

17. What should I do if payment processing fails?
Verify your payment details and account balance. If problems continue, try an alternative payment method or contact your bank. Need assistance? Email us at sales@lillybow.com.