Shipping & Returns
Shipping Policy - UK, EU and ROW (Rest of the World)
At Lilliana, we offer, for UK customers standard delivery or next working day delivery options.
If your order is placed before 1pm it should be processed and dispatched on the same day.
Please check your order confirmation email carefully as soon as you receive it as we cannot amend your order once it has been dispatched
The next day delivery service is for the next working day, this does not include weekend or public holiday deliveries
UK orders with standard delivery selected will take 2-3 working days to be delivered from dispatch date
For European and Rest of World countries, the delivery timelines will vary. These orders may also be subject to import duties and taxes. These duties and taxes are the customer’s responsibility to pay. Lilliana recommends that you research these charges with your local customs office so that you are aware before placing your order.
Please be aware that occasionally due to situations beyond our control, with third-party courier services some orders could take longer.
Returns Policy
At Lilliana we hope that you love your purchase but if you are not completely satisfied and wish to return an item for any reason you may do so up to 28 days from the date of receipt for a refund. We strongly recommend that you use our sizing chart to check that you are ordering the correct sizes before confirming your order.
Returns are free of charge within the UK. Please use our prepaid Royal Mail returns label, please contact us at customerservice@lilliana.com and we will issue this to you.
If an order is being returned from outside the UK it is the customer’s responsibility to cover the costs for this unless the return is a result of our error, please contact us at customerservice@lilliana.com should this be the case.
If you are returning items from outside the EU, please ensure you mark them as 'British Commercial Returns' to ensure your refund.
Lilliana strongly recommends all customers to obtain proof of postage with a tracking number to ensure a refund. We are not liable for goods not returned to us.
The item(s) should be returned to us in original conditions in original packaging, with all labels intact. In the interest of hygiene, we request you wear underwear when trying on your swimwear and retain the hygiene sticker in the garment.
We may refuse to refund or exchange your purchase if we receive damaged goods or any goods that are not in original condition or packaging. We will, however, return these goods to the customer.
Please make sure goods are securely packaged to avoid damage in transit; it is the customer’s responsibility until the return reaches our warehouse.
Exchanges
Please process a return for the unwanted item(s) and place a separate order for the new items you wish to receive. At this time we are unable to process exchanges.
Refunds
Lilliana will notify the customer via email after we have received your returns,
Once your returns have been processed, a refund will be issued in the same form of payment that you used originally.
We aim to process returns the day that we receive them, however during busy times it may take longer to process. Please allow up to 14 days for refunds, depending on your payment provider, for the refunded amount to be visible in your account.
Once refunded you shall receive an email from us to confirm your refund was processed.
Faulty Items
In the unlikely event of faulty items please note the below.
Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Items that are damaged as a result of normal wear and tear are not considered to be faulty
If an item becomes faulty after a period of time, then please contact customer services before returning it at customerservice@lilliana.com. We will either repair or replace the item at our discretion.