Delivery

We are dedicated to ensuring your shopping experience is seamless from the moment you place your order to when your new pieces arrive at your doorstep. We dispatch all orders from our Studio in London, UK, where our products are handmade.
Below, you'll find all the details regarding our delivery options, timings and costs.


DELIVERY OPTIONS WITH EVRI

Standard Delivery (UK Mainland)
  • Cost: £4.95 
  • Delivery Time: 3-5 working days
  • Our standard delivery service through Evri ensures your items are carefully packaged and delivered within 3-5 working days. You will receive a tracking number via email once your order has been dispatched. 

Next Day Delivery (UK Mainland)

  • Cost: £7.95 
  • Delivery Time: Next working day (order by 2pm)
  • Need your garment sooner? Opt for our Next Day Delivery service with Evri. Simply place your order before 2pm on a working day, and receive your items the next day. 

International Delivery 

  • Cost - Starting from £12.95 (depending on location) 
  • Delivery Time: 5-10 working days
  • We ship worldwide! Delivery times and costs vary by destination. Please check for more details at our check-out. 
  • Please see more information regarding Customs Duties and Taxes further down the page.

LILY ROU SIGNATURE PACKAGING

At Lily Rou, we believe that receiving your order should be a special experience. That's why all our deliveries arrive in our signature packaging. 

  • Re-usable Branded Draw-String Bags - Each order is presented in a beautifully designed, eco-friendly draw-string bag that can be reused time and again. 
  • Tissue Paper Wrapping - Your items will be delicately wrapped in luxurious tissue paper, making them feel extra special from the moment you open the package. 

Whether you're treating yourself or sending a gift to a loved one, our packaging ensures that every delivery feels like a special occasion. 

IMPORTANT INFORMATION

  • Order Processing - All orders are processed and dispatched Monday through to Friday (excluding bank holidays). Orders placed after the cut-off times will be processed the next working day.
  • Tracking your Order - Once your order is dispatched, you will receive an email with tracking information. You can use this to track your package's journey to you. 
  • Delivery Address - Please ensure your delivery address is accurate and complete. We can't be held responsible for misdelivery due to incorrect or incomplete information.
  • Missed Deliveries - If you are not available to receive your delivery, our courier will leave a card with instructions on how to rearrange delivery or where to collect your parcel.

CUSTOMS & DUTIES 

  • International Orders - For orders shipped outside of the UK, your package may be subject to import duties, taxes, and customs fees levied by the destination country. These charges are typically calculated based on the value of the goods, the type of goods, and the destination country's regulations.
  • Who Pays for Customs and Duties? Customer Responsibility: All customs duties, taxes, and fees are the responsibility of the customer. These charges are not included in the price of the goods or the shipping costs.
  • Payment Upon Delivery: The courier service (Evri or their international partners) will contact you directly once your package reaches your country to arrange payment of these fees before delivery can be completed.
  • Customs Delays: Please be aware that customs clearance procedures can cause delays beyond our original delivery estimates. These delays are beyond our control, but we will do everything we can to assist in expediting the process.
  • How to Estimate Customs Charges - Each country has its own customs regulations, and the charges can vary. We recommend contacting your local customs office or visiting their website for more information on what fees you may incur. Some websites offer calculators to estimate potential charges based on your order’s value and type of goods.
  • Refused Shipments - If you refuse to pay the customs duties or taxes, your order will be returned to us. In such cases, you will be responsible for the return shipping charges and any additional fees incurred. A refund for the returned goods will be processed once they are received back at our warehouse, minus any charges for return shipping and handling.

NEED HELP?

If you have any questions about your delivery, please do not hesitate to contact our Customer Service team. We're here to help Monday - Friday, 9am - 6pm. 
Email: support@lilyrou.com

Thank you for shopping with us! We hope you love your new pieces as much as we love creating them.