Delivery and Returns

 

 FREE DELIVERY ON ALL ORDERS

(within the UK)

How long will my item take?

Estimated delivery depends on items you ordered.
Cards normally arrive within 1-3 working days.
All other items normally within 3-5 working days.
Please note this time does not include weekends or bank holidays & the dates are estimated. 
Our policy is to get our customers their orders as quickly as possible and for them to be packaged as well as possible.
 
Once we have received and accepted your order, we aim to dispatch your order as quickly as possible. 
 
Please note for items that may require a proof, if you do not answer emails this will delay dispatch.
 
 Please note that during busy periods our lead times may be slightly longer, but we will advise you of this and you can cancel your order if it will take too long.
 
Our print partners will send your order direct and they use mix of Royal Mail and couriers such as DHL, depending on how large your item is.
 
 
If you have any questions, relating to delivery, then please contact us.
Where is my order?
Occasionally things do go missing in the post with Royal Mail and couriers. Please contact us straight away at hello@lilysummery.co.uk so that we can let you know if you need to wait a little longer, or if we need to chase, replace or refund your item. We promise we will do our best to help, so please do not worry as you will not be left empty handed.
 
Please note Royal Mail does not consider items lost until 15 working days have past and it will remain at our discretion to send replacements before this date, unless you have paid for special delievery in which case an immediate replacement will be sent.
You can also check the Royal Mail social media and website for any natiowide delays such as adverse weather.
 
 
International orders
We currently offer a flat rate shipping on international orders.
International orders normally (but this is not guarnateed ) arrive within 10 working days from dispatch, but please note it can take 30 days workings days.
 
We use Airmail by the Royal Mail to post your order.

In accordance with Royal Mail the following timeframes apply:

Delivery aim to Europe in three to five working days
Delivery aim to the rest of the world in five to seven working days.

Airmail is not recorded.

If you want your order recorded we can send it International signed for. This starts from an additional £5.15 onwards. (Prices set by the Royal Mail).
Please contact us if you require this.



IMPORT DUTIES & TAXES
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Our items should be is duty free . In rare cases, state sales tax may be collected in addition to import duty & taxes. Please note, that the buyer is responsible for meeting this additional cost should it occur.

You can check out any likely duty here; http://www.dutycalculator.com/ but according to this website our items are highly unlikely to incur any fees. We cannot guarantee this of course.


GETTING TO YOU SAFELY
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Your orders are packaged for maximum protection as we think they are so lovely we want them to get to you safely.
 
If we have not listed your country as one we ship to please contact us.
 
Please note:
Do ensure that you have entered the correct delivery address. You can check this during checkout, during payment and check this on your order confirmation email.
If you have realised that you have made an error with the delivery address then please contact us straight away to amend it.
Regretfully we  cannot be responsible for incorrect addresses and if the order has already been sent we would require a new order.
 
Cancelling an order
 
Please note that if you cancel an order and we have already began or completed work that you will be liable to pay for the service you received prior to your communication to us that you intend to cancel the contract and we will retain compensation for the work and costs already carried out.
If we have not started work on this order you will receive a full refund.
 
Returns
 
Here at Lily Summery we hope you love your item, but we realise that at times you might want to return your purchase.
 
We do accept returns , except for personalised items (please see below).  If you would like to return your item then please contact  to request a return.
 
Please do not destroy the item as we will need it returned in order to process your return claim.You will need to return the item in a good sellable state or we cannot accept the return. In order to process a refund we will require the item back.
 
Please note that you are liable for any diminished value of the product resulting from the handling of the product
this includes, in the context of a return, when the product is in transit back to us.
 
The cost of the item to be returned will need to be met by the buyer unless it arrived with a fault or damaged . If your item is heavy or large you could try using My Hermes on Collect+ as the cost can now be cheaper than the Royal Mail, and it will be tracked, but the choice remains with you.
 
It is a good idea to post your returns back by recorded or tracked mail, in case they get lost. It essential you obtian a proof of posting.
 
All return requests are to be made within 14 working days and all items should be posted back to us within 30 days of receipt of goods.
 
What if my item is damaged or faulty?
Please do not dispose of this item. We may need you to  take a photograph first. Please contact us to discuss further and we will work with you to either replace or refund.
 
Returning Personalised Items
Due to the nature of personalised items we regret that we cannot offer returns on these items unless they have a fault or are damaged . For many of our personalised items we offer a proofing service where you can check your item and request any changes before we create it.
However please do contact us if:
  • Your item arrives damaged, and was damaged in transit and not by the receipent . We will arrange a replacement.
  • We have made an error with your order.  We will rectify this error by sending you a new item s
Please note: We cannot take responsibility for text incorrectly entered by the customer at the time of purchase. We print exactly as entered.
Once the customer has signed off a proof to be printed we cannot take any responibility for mistakes after this as we assume from this point on all is correct.
Please check the details very carefully at the time of purchase, on your emails and during communication to avoid error.