Delivery and Postage

Orders

We currently receive orders worldwide, however if your country is not shown on our list please contact us so we can add it.

Your order will be shipped once payment has been approved and upon verification of shipping / billing address.

We aim to dispatch your order as soon as possible but currently handmade orders take approx 3 weeks for dispatch.  If it is an item from our outlet or an item we have in stock, we will dispatch it immediately.

Remember we are also on the end of the phone so should you require something urgently please give us a call to discuss live stock levels and avoid disappointment 07970666438.

Please note that every care has been taken to describe items and to ensure they are represented accurately in the website photographs and narrative prior to your order.  In some cases slight variations to the colours may occur through our partner company’s reproduction process.

Order confirmation

Once your order is submitted and verified you will receive an automated email confirming your purchased items and personal order number.  Please use this number in any future communications with ourselves.

Please check your spam and junk email folders if you do not receive our automated response.  Should one not arrive please email us and we will happily resend the confirmation for your records.

Postage

United Kingdom

We use Royal Mail as our preferred delivery partner and offer all customers in the UK, free delivery when you spend over £30. All orders under £30 will be charged postage of £2.90 in line with Royal Mail standard parcel prices.  If you require an urgent item sending or a tracked parcel, please contact us at info@freya-lillie.com to arrange an alternative delivery method.  We are very happy to help!

We use Royal Mail as our preferred delivery partner and, on request next day delivery can be arranged for a standard charge of £7.50, we will send you a paypal invoice to make payment for this delivery charge should you request it. Please note that this is only available to orders placed before 12 noon the day before (excluding weekends) and for in stock items.

Europe

We operate a standard charge of £8.00 and use Royal Mail. Orders under £50 will not be tracked, if you would like to have tracked or signed for, please email us at info@freya-lillie.com and we will arrange it immediately.

Due to varying customs regulations, international deliveries can take upto 3 weeks from dispatch, dependent upon the destination.

International and the rest of the world

We accept orders worldwide for a delivery charge of £8, orders under £50 are not tracked, if you would like to add tracked or signed for options, please email us at info@freya-lillie.com and we will be happy to arrange that.

Should your country of residence not be shown on our list, please email us and we will add it immediately.

Returns & Exchanges

We wish to give you security and confidence in your experience with us and sometimes appreciate that you may not be entirely satisfied with your purchase and we at Freya-Lillie strive towards 100% customer satisfaction.

If this is the case returns and exchanges can be made via mail within 14 days of purchase.  It is important that the items reach us in the original packaging with the labels attached and undamaged, unwashed and unworn for an exchange or refund (and within the 14 days stated above). This includes the return of the Freya-Lillie branded packaging.  Any returns which are damaged, soiled or altered may not be accepted and may be sent back to the customer.

It is the responsibility of the customer to ensure that we have received the returned item and we recommend that you use a signed for service.

Please email info@freya-Lillie supplying us with your name, address, product details and reason for return.

Our returns address is as follows;

Freya-Lillie, Longridge, Hillcrest, Durham City, DH1 1RB

Any unidentifiable parcels may also be returned to the customer.

Exceptions

Unfortunately we are unable to offer a refund, exchange or credit note for toiletries and skin care products.

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