Help & FAQs
Postage and Delivery
Which delivery firm or courier do you use?
We use Royal Mail for our first and second class (standard) delivery service.
Can I have my order delivered tomorrow?
Yes. We can organise for next day delivery at a cost of £10.00, however this does need to be made by 3.00pm the day before. An order placed on Friday after 3.00pm will be sent out on Monday for a Tuesday delivery. Our team will be happy to arrange this by contacting them on 0191 2665075. Please note, you can track your order with DPD Local. If you provide a mobile number, they will send you a one hour delivery window.
What is the delivery charge?
If you request next day delivery you will need to sign for this on arrival. For peace of mind, you can track your order with DPD Local. If you provide a mobile number, they will send you a one hour delivery window.
Our postage and packing cost varies depending on the promotion at the time.
Do you deliver overseas?
Yes we do. The charge for Europe is £20.00 and for the Rest of World it is £20.00. Please be aware that local import duties may be payable on receipt of your order.
When will my order be dispatched?
Orders in the UK are usually dispatched within 24 hours, but please allow up to 7 working days depending on the time of year. International orders are likely to take longer.
When will my order be delivered?
UK Economy Delivery Orders in the UK will be delivered 2-3 days after they have been dispatched.
How are the items I have ordered protected during delivery?
Deliveries are sent either in plastic polybags or a substantial cardboard box for larger sized orders.
Can my order be shipped to a different address to my billing address?
Yes. Please follow instructions carefully when you come to the billing and payment screen. Any queries or concerns, please contact 0191 2665075 and we’ll be happy to take you through the process.
It has been more than 7 days and I am yet to receive my order. I’m concerned, what should I do?
Please check the status of your order in the ‘My Account’ section of the website. If this shows that your order has been sent, please contact your local Royal Mail office to check to see whether they have attempted a delivery to you or are holding the package. If the parcel is not there, please call one of our customer service team on 0191 2665075. As always, they will help you further.
Order Status
I’ve changed my mind and want to alter my order, how do I do this?
That’s absolutely fine. Please call 0191 2665075 where one of our team will be happy to amend your order. Alternatively, you can e-mail us at orders@lilyellacollection.com and let us know the changes you’d like to make and we will alter your order accordingly.
Can I cancel an order?
You can cancel an order up to 7 days after receiving your goods. Any payment taken will be refunded back onto the card from which payment was first made, provided we have received the items back in their original state.
Returning and Exchanging Items
Can I exchange an item or items?
Certainly. We abide by the Consumer Contracts Regulations and therefore if you are not completely satisfied with your purchase or the size of the item is incorrect then please return within 14 days in its original condition and we will exchange for another item. A returns label is attached to the invoice you receive with your order. Please complete the returns form that is enclosed with every order and put it into the package. Do not forget to obtain a (free of charge) proof of postage receipt from the Post Office as proof of your return.
What happens if the item I wish to exchange has a different value to the replacement item?
Items can only be exchanged for items of the same value. If an item is more or less in value we suggest you return the original item for a full refund and place a new order.
If an item is not what I want or is faulty, what do I do?
If you are not completely satisfied with your purchase or if the item is faulty or incorrect then please return within 14 days. Please email info@lilyellacollection.com or contact one of our team on 0191 2665075 and we will do our very best to fix the problem. If we’re unable to send out an alternative item we will send you a returns label. Stick this to the outside of the returns package. Please complete the returns form that is enclosed with every order and put it into the package. Do not forget to obtain a Certificate of Postage (available free of charge) from the Post Office as proof of your return. Once we receive your return we will refund the amount of the purchase (excluding the delivery charge) onto the card from which the payment was first made.
Can I return a sales item?
Sales garments can be returned within 14 days after you receiving the goods. Mid-Season, Clearance and/or Outlet items can be returned, however we do not provide a free returns label, this is clearly stated on the website during sale periods.
Returns usually take between 7 to 10 days to reach our warehouse. As soon as your returns package arrives with us a refund will be processed in due course afterwards.
Is there a charge for exchanging or returning an item?
Returns are free for most of the year, but during our Mid-Season and Clearance period, we ask that you pay for the return.
What happens if one of my items is out of stock? Do I have to wait until everything I have ordered is in stock before you send it to me?
There will be occasions when one or more of the items you have ordered will be out of stock. When this occurs, then please rest assured that we will send out ‘in stock’ items as soon as possible and send those out of stock as soon as they arrive at our warehouse.
Do I have to pay for postage more than once if orders are sent out separately?
You do not. You will only pay for one delivery charge per order.
VAT, Duty and Taxes
Will I be charged VAT?
VAT is included in the prices stated on our website. VAT will be charged at the current VAT rate at the time of your order.
Checkout
My debit or credit card payment has been declined. What should I do?
Firstly, please check that all of the information you have inputted is correct. Failing this, if possible, please try a different payment card. If you are still having difficulty, please contact one of our team on 0191 2665075 and they will be happy to assist you.
What is a CVC code?
The CVC code is the last three digits on the back of your payment card. This is required to submit and process your order and also adds security to the transaction.
What is Sage Pay and 3D Secure?
Sage Pay process all of the payments made between you and us. 3D secure adds enhanced security and therefore greater peace of mind when you shop and order online. This stops any unauthorised use of your payment card.