What is the payment method?
Lily & Roo accepts VISA, Mastercard, Maestro, American Express, Apple pay, Google pay, ShopPay, and PayPal.
Where do you deliver?
Lily & Roo delivers worldwide.
How do I track my order?
A tracking number will be provided with your dispatch email. Please note, their free delivery service’s tracking information will only appear once the package has been delivered to the correct GPS location of the address provided at checkout.
All Lily & Roo orders are posted using Royal Mail. You can track your order by entering your tracking number into Royal Mail’s ‘Track and Trace’ page on the website.
How long will it take to receive my order?
Some of their pieces can be sent out the same day and arrive with you the next depending on the delivery method selected at checkout, other pieces are made to order. This process can take up to 5-6 working days and this will be stated on the product page. For information regarding delivery, please refer to their courier information on the website.
During their busy periods, their free estimated delivery service and production time may be extended.
How do I exchange my order for a different piece?
If you received your Lily & Roo piece and it is not suitable, you can, of course, exchange it for a different piece within the 14 day returns period. Please contact their Customer Care team on the website and quote your order number. Lily & Roo’ll validate your request for an exchange and advise of the next steps to arranging the return.
If the value of your new piece exceeds the original gift value, you will be required to pay the difference. If the value of the new piece is lower than that of the original gift value, the difference will be credited to the credit or debit card originally used for the purchase.
Please ensure the item is delivered to them in exactly the same condition as it arrived, as they cannot refund or exchange items that arrive tangled, damaged or with missing parts.
I ordered the wrong item/size. what should I do?
Please contact their Customer Care team on the website and quote your order number. Lily & Roo will help with your request and advise of the next steps to arranging the return/exchange.
What is the return policy?
Lily & Roo offer full refunds within 14 days of the delivery date. You can read their returns policy in full on a website or contact their Customer Care team on a website. Unfortunately, they are unable to accept returns of engraved or personalized pieces.