FAQ


 

WHAT PAYMENT METHODS CAN I USE
We accept all major credit and debit cards


HOW DO I SHOP HERE?
Once you have selected the jumper you wish to purchase, please select a size then click 'pre-order now'. The product(s) will now be in your cart. Then, when you're ready to pay for it, visit your cart, check the quantity is correct and hit the 'checkout' button. Follow the steps to submit your payment and delivery address details.

Once you have confirmed everything, you'll see your order number on the screen and you'll get a confirmation email containing all your order details.
When we despatch your order, you'll get another email to confirm it's been sent.
 

DELIVERY

How long will it take for my items to arrive?

Once despatched orders will take:

UK Standard Orders: approximately 3-5 working days

UK Tracked Orders are sent via DPD. You will receive tracking details once your order has been despatched and your order will arrive within 3 working days

International Standard Shipping: approximately 7-10 working days

International Tracked Shipping: approximately 5-7 working days

You will receive a despatch email once your order has been sent out. 

My delivery address is different to my billing address.
No problem at all.
When you checkout please ensure you un-tick the box labelled 'Same as billing address' and enter your delivery ('postal') address details in the section that is now available to you (under your billing address details).

INFO FOR NON-UK CUSTOMERS

Can you send orders anywhere in the world?
Yes!
We deliver worldwide!
We’ll send your order to you no matter where in the world you want it (within reason!). To make sure your order arrives as quickly as possible, please make sure you have given all your address details, including building/flat number and post/zip code.

Can I pay in non-UK currency?
Yes! We accept payments in all major currencies and deliver worldwide.

I’m using a non-UK bank card. Can I still shop here?
Yes!
We can accept payments from major credit and debit cards around the world and all major currencies.

Your bank or payment gateway of choice may charge you a small fee for buying in a different currency, so to ensure you don't get any surprises we recommend checking with them before you buy anything.
  

EXCHANGES / RETURNS / REFUNDS

Oops! I didn’t mean to order that / wrong delivery address / I don't really want it. 
Please don't charge me for it or send it! What can I do?
Don't panic! But act quick!
If you’ve not yet received an email notifying you that your order has been dispatched, please email us right now at info@lilyandannashop.com with ‘Don’t send my order!’ in the subject box and, as long as your order has not already been processed, we will be able to sort it for you.

If you've already had an email telling you we've sent your order, or your order is already with you - as long as it hasn't been more than 30 days since you received it, you can send it back to us and we should be able to refund you the money. Please see the Returns Policy for all info.

I’m not satisfied with it. I want to send it back!!
Your satisfaction is our top priority. If for whatever reason you’re not entirely happy with your purchase, as long as it’s not been 30 days since you received your item, you may be eligible for a refund. Your item must be unused and in the same condition that you received it. It must also be in the original packaging. For the full details on how to return an item for a refund, please visit the Returns page of this site.

That’s not what I ordered!
Please check your order confirmation and order dispatch emails. If what’s detailed there is not what’s with you, then we’ve made a mistake and we're really sorry. Please email us at info@lilyandannashop.com with ‘That’s not what I ordered’ in the subject line and we will sort it immediately. 

HELP!

It’s been ages and my order is still not here! Where is it?
If it’s been a couple of weeks since you received your dispatch notification email, your order should be with you, but, before getting in touch, please check the following:

  • Did you receive both an order confirmation email and an email confirming your order has been dispatched?
  • If you have both these emails, is the delivery address correct on both?
  • Have you received an email telling you your order has been cancelled? (Could this be lurking in your SPAM folder?).

If you’ve checked all the above and still believe your order is late, please drop us an email at info@lilyandannashop.com with Where’s my order? in the subject line and we'll get back to you straight away.

I still can’t find the answer to my problems - can I talk to a human being please?
Of course! It’ll be a pleasure to help (with store related queries!). Drop us an email at info@lilyandannashop.com with ‘Help!’ in the subject and we will get back to you asap.