Shipping policy
Our offices are open Monday to Friday, 9am–5pm UK time.
Orders placed after 2pm on Friday or during the weekend will be processed on the next working day. This excludes UK Bank Holidays. Courier services may vary depending on destination and availability.
Mainland UK Delivery
Standard Delivery – FREE
Delivered within 2–4 working days
Royal Mail Tracked 48*
Next Working Day – £6.95
Order before 2pm for delivery on the next working day
DPD*
Saturday Delivery – £15.00
Order before 2pm on Friday
DPD*
Please note: The following postcode areas may be subject to longer delivery timeframes, as advised by our third-party couriers:
AB30–38, AB41–45, AB51–56, AB99, BT, DD8–10, DG7–9, FK8, FK15–21, HS, IV, KA27–28, KW1–17, PA20– 38, PA41–80, PH10–11, PH13–14, PH17–18, PH19–44, PH49–50, TD15, TR21–25, GY, IM, JE and ZE.
Northern Ireland
Standard Delivery – FREE
Delivered within 2–3 working days
Royal Mail Tracked 48*
Next Working Day – £6.95
Order before 2pm
Royal Mail Tracked 24*
International Delivery
Our offices operate Monday to Friday, 9am–5pm UK time. Orders placed after 2pm on Friday or during the weekend will be processed on the next working day.
Express orders placed during this period will be dispatched on the next working day. This excludes UK Bank Holidays. Courier services may vary depending on the destination and availability.
Important Notice: Duties and Taxes
For all orders delivered to the EU and Rest of World (ROW), applicable duties and taxes are included in the final price unless otherwise stated at checkout.
For orders delivered to the USA, applicable import duties and tariffs are included within the product price. State and local sales tax may be added at checkout where LILY & ROO has met the relevant state’s legal sales threshold and is required to collect it.
Sales tax rates vary depending on the delivery address and the applicable state and local tax rules. These taxes are imposed by the relevant authorities, and LILY & ROO does not determine or control the applicable tax rate.
United States
Applicable import duties and tariffs are included within the price of your order.
State and local sales tax may be added at checkout where LILY & ROO has met the relevant state’s legal sales threshold and is required to collect it. The amount charged varies according to the delivery address and applicable state and local tax rules.
These taxes are a legal requirement imposed by the relevant authorities. LILY & ROO does not determine or control the applicable tax rate.
Standard Delivery – FREE on orders over $120
Delivered within 8–12 working days
Liberty Express
Standard Delivery – $10 on orders under $120
Delivered within 8–12 working days
Liberty Express
Express Delivery – $20
Delivered within 2–4 working days
UPS
Ireland
Standard Delivery – FREE on orders over €150
Delivered within 6–8 working days
Standard Delivery – €8 on orders under €150
Delivered within 6–8 working days
Express Delivery – €15
Delivered within 1–4 working days
UPS*
Europe
Standard Delivery – €8
Delivered within 6–8 working days
Express Delivery – €15
Delivered within 1–4 working days
UPS*
Canada
Standard Delivery – FREE on orders over $120
Delivered within 4–8 working days
Liberty Express
Standard Delivery – $24 on orders under $120
Delivered within 4–8 working days
Liberty Express
Express Delivery – $29
Delivered within 2–5 working days
UPS
Rest of World
Including Australia and New Zealand.
For all Rest of World destinations, applicable duties and taxes are included within the product price unless otherwise stated at checkout.
Standard Delivery
Price calculated at checkout
Delivered within 10–12 working days
Express Delivery
Price calculated at checkout
Delivered within 2–5 working days
Available shipping options and rates will be presented at checkout based on your delivery location.
Shipping Restrictions
We are currently unable to ship to the following countries:
Pakistan, Algeria, Comoros, Djibouti, Egypt, Libya, Mauritania, Morocco, Somalia, South Sudan, Sudan, Tunisia, Bahrain, Iraq, Jordan, Kuwait, Lebanon, Oman, Qatar, Saudi Arabia, United Arab Emirates, Yemen and Russia.
Delivery Terms and Conditions
Signed Deliveries
A signature may be required for Next Working Day and Saturday delivery services. If no one is available to accept the parcel, the courier will provide instructions explaining how to rearrange delivery or collect the parcel.
International Shipping
International parcels may be transferred to a local delivery partner in the destination country to complete the final stage of delivery.
If you experience a problem with an international delivery, please contact LILY & ROO so that we can investigate the matter with the relevant delivery partner. Our responsibility for your order is not excluded because the parcel has been transferred to a local delivery partner.
This does not affect your statutory rights.
UK Deliveries
Customers are responsible for checking that the delivery address entered at checkout is complete and correct. We may be unable to recover or replace an order sent to an incorrect address provided by the customer.
We are unable to deliver to certain PO boxes or forwarding addresses.
Unless otherwise agreed, delivery will be considered complete once the parcel has been delivered to the address provided at checkout or received by a person identified by the customer to take possession of it.
Nothing in this section affects your statutory rights.
Need It Sooner?
For time-sensitive orders, we recommend selecting the fastest available delivery option at checkout.
If you require further assistance, please contact our Client Services team at info@lilyandroo.com, quoting your order number and the date by which your order is required.
Order Tracking
Once your order has been dispatched, you will receive a confirmation email containing your tracking details.
You can follow your parcel’s journey from dispatch through to delivery using the courier’s tracking portal.
Missing Items and Parcels
If an item or parcel is reported as missing, the claim will be handled in accordance with our Delivery and Missing Parcels Policy, which forms part of these Terms and Conditions.
Missing parcels should be reported within seven days of the delivery notification so that we can investigate the matter promptly. This reporting timeframe does not affect your statutory rights.
As part of our investigation, you may be asked to complete and sign a declaration confirming that the information you have provided is true and accurate. This declaration may be shared with the delivery partner, insurer, payment provider or relevant authorities where reasonably necessary to investigate the claim.
Providing false or misleading information may constitute fraud. Where we have reasonable evidence that a claim or declaration is false, misleading or fraudulent, we reserve the right to reject the claim and take appropriate further action. This may include reporting the matter to the relevant delivery partner, payment provider or authorities.
This does not affect your statutory rights.
Investigations
Once a missing parcel has been reported, we will normally open an investigation with the delivery partner within two working days.
Investigations typically take up to ten working days to complete, although some investigations may take longer where additional information is required.
During the investigation:
• A refund or replacement will not normally be issued until the investigation has been completed.
• The customer may be asked to provide further information or complete a signed declaration.
• The customer may be asked to check with other members of their household, neighbours, building management or a designated safe place.
• If requested information is not provided within five working days, the investigation may be delayed or closed. A closed investigation may be reopened once the required information has been supplied.
Resolution for Missing Parcels
If the investigation confirms that an item or parcel has been lost in transit, we will provide an appropriate resolution in accordance with the Consumer Rights Act 2015.
Where appropriate, a replacement will be offered within five working days of the investigation outcome.
If a replacement is unavailable, unsuitable or cannot be dispatched within 14 days, a refund may be offered instead.
Where a customer has reported multiple missing-parcel claims, we may apply additional delivery or verification measures to future orders. Where legally permitted, we may limit the available resolution to a replacement.
All resolutions will remain subject to our legal obligations, and nothing in this policy affects the customer’s statutory rights.
*Delivery services and timeframes are estimates supplied by third-party couriers and may be affected by circumstances outside our reasonable control.
