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 most items are made to order due to demand, delivery is around 2 to 3 weeks but can be up to 4 weeks at peak times.  This is down to new products, promotions or holiday season. If your item is urgent, email us at info@freya-lillie.com and we will certainly try to help you if we can.

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 £75. All orders under £75 will be charged postage of £3.90 in line with Royal Mail second class signed for parcels including our gift wrapped service.  If you require an urgent item sending 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 we also now offer next day delivery for a standard charge of £7.25. 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 £12.00 and use Royal Mail tracked.

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 £12,

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.

If your order is incorrect please notify us immediately, again any worn items will not be refunded, although a discretionary credit note may be given provided it is within the 14 days.

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. Please also ensure this is included in the parcel for us to identify it.

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 on made to order items, we may in some circumstances offer a goodwill gesture in the form of a credit note.

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