FAQ

FREQUENTLY ASKED QUESTIONS

DELIVERY

WHAT ABOUT THE EXPEDITION?

SHIPPING INFORMATION

Delivery information COVID-19

Lilices closely monitors developments related to COVID-19 and complies with all regulations and guidelines of the World Health Organization and local public health authorities.

We have implemented all recommended measures, as well as additional safeguards, to promote a safe environment for our employees within our distribution centres.

As a result, shipment of the order may be delayed and may take 4 to 5 business days from the date of order.

This is due to compliance with new guidelines in place to ensure the safety and well-being of our customers and colleagues. In some cases, for social distancing requirements, these health and safety precautions result in fewer people processing orders at the same time as usual.

With this in mind, we appreciate your continued patience if you encounter a delay in your shipment. Our teams work as quickly and safely as possible to get your order to you within a maximum of 15 working days.

You can find more information and delivery updates: https://www.yodel.co.uk/news/2020/march/covid-19.

Delivery options and prices

We are pleased to offer you free standard delivery worldwide, outside the EU, for orders over €50.

Worldwide delivery costs, for orders outside the EU, under €50

Deliveries within the EU are completely free of charge regardless of the amount of the order.

ORDER



WHAT IF THE ARTICLE I'M LOOKING FOR DOESN'T APPEAR ON THE WEBSITE?

All the styles that we have in stock at our warehouse are listed on the website, if it is not available, then unfortunately we have run out of stock.

Many of our essential styles are restocked weekly, but we do not normally receive restocking for seasonal styles or monthly ranges. You can contact us for more information at info@lilices.com .

CAN I ORDER BY PHONE, FAX OR E-MAIL?

All orders on the website are processed through our website only, but our team is here to help you if you are looking for a personalised purchasing service, advice or have difficulties placing your order.



HOW DO I USE A PROMOTIONAL CODE?

You must enter the promotional code in the "promotional code" box at the shopping cart stage of your payment and click "go". The application of the promotion will then be visible in your basket.



WHERE IS MY ORDER?

You will receive an order confirmation as soon as your order has been placed. You will receive a separate email with tracking information as soon as your order is dispatched from our warehouse in the UK or USA. If it has been more than 5 working days and you have not received tracking information, please contact our customer service department directly at info@lilices.com .



WHY AM I BEING INVOICED BY CUSTOMS WHEN I HAVE ALREADY PAID FOR THE SHIPMENT?

CUSTOMS TAX / VAT

Orders distributed by Lilices are now all shipped within the EU, so you will not be charged customs duties or VAT if you reside in a European Union Member State.

If you live outside the European Union, we recommend that you contact your local customs office to find out more about possible charges, which you may have to pay, as Lilices will not refund these charges.

Unfortunately, we have no control over these fees and the applicable charges, which vary from country to country.

We therefore recommend that you contact your local customs office to find out more about any fees you may have to pay.


RETURNS AND EXCHANGES

WHAT IS YOUR RETURN AND EXCHANGE POLICY?

UPDATE COVID-19

* Please note that Lilices closely monitors developments related to COVID-19 and complies with all regulations and guidelines of the World Health Organization and local public health authorities.

To ensure the well-being of our employee, we are taking extra precautions to avoid contamination and returned products will be stored for a recommended period of 3 days before being processed.

To accommodate this difficult period, our return period has been extended to 60 days. *

Returns Information

Items can only be returned for a refund if they are unopened, unused and in resalable condition with all seals, packaging and cellophane intact. You must inform us in writing that you are returning your purchase within 28 days from the day after you receive the product.

Please ensure that you also return all free gifts associated with your returned items or associated order. If the free gift is not returned, we reserve the right to deduct the value of the free gift from your refund.

We recommend that you take a photo of the item before returning it if you are concerned about damage during the return journey.

Please note that we do not accept returns of personalized products.

It is your responsibility to return unwanted items to Lilices to our address at 71-75 Shelton Street, Greater-London, LONDON, WC2H 9JQ, United Kingdom. Lilices will exchange your products free of charge, once only. Subsequent exchanges are at the customer's expense.

After verification of the product by our team, as the case may be, we will refund you. Your refund will be processed, once it has been delivered to our warehouse and within 3 working days of our return. Refunds can take up to 1 week to appear on your account; this is due to the time taken by some banks to process the payment.

We will reimburse you by the same payment method used to make the original order. If you have not received your refund after this time, please contact our customer service department info@lilices.com and we will be happy to assist you.

Please note that we reserve the right not to accept orders from customers with unusual or suspicious return behaviour.