Shipping policy
At Lily & Oscar, we are committed to providing reliable, transparent, and efficient shipping services. This policy explains our order processing times, delivery information, tracking process, and shipping conditions.
For any questions regarding your order or delivery, please contact:
Email: support@lilyandoscar.co.uk
General Shipping Information
Order Processing Time
All orders are processed within:
1–2 business days
Orders are processed Monday to Saturday, excluding UK public holidays.
Order Cut-Off Time
Orders placed before:
5:00 PM (London time)
will normally begin processing on the same working day.
Orders placed after 5:00 PM (London time), on Sundays, or on public holidays will be processed on the next working day.
Special Processing Products
Some products may require additional processing time due to manufacturing, custom preparation, or special handling.
If applicable, extended processing times will be clearly indicated on the relevant product page.
Shipping Confirmation & Tracking
Once your order has been dispatched, you will receive a shipping confirmation email containing:
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Your tracking number
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A tracking link (where available)
Please allow 24–48 hours for tracking information to become active.
Shipping Area
We currently ship within:
United Kingdom
If a delivery address cannot be supported, we reserve the right to cancel the order and issue a full refund.
Shipping Fees
Free Standard Shipping
Free shipping is available on eligible orders.
Priority Shipping
Where available, priority shipping options and applicable fees will be displayed during checkout.
Estimated Delivery Times
United Kingdom
Estimated delivery time:
6–10 business days in total
This includes:
-
Processing time: 1–2 business days
-
Transit time: 5–8 business days
Please note that delivery times are estimates and are not guaranteed dates.
Delivery may be affected by circumstances outside our reasonable control, including:
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Weather conditions
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Public holidays
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Carrier delays
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High order volumes
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Address verification issues
Shipping Carriers
Orders may be delivered using reliable carriers selected according to the destination, package size, and availability.
Our delivery partners may include:
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Royal Mail
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DHL
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FedEx
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UPS
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Other trusted delivery providers
The carrier used for your order may vary.
Tracking Your Order
You can track your order using the tracking number provided in your shipping confirmation email.
If you have not received your tracking email:
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Check your spam or junk folder.
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Confirm that your email address entered during checkout is correct.
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Contact our support team.
Email: support@lilyandoscar.co.uk
Customs, Duties, and Taxes
As Lily & Oscar currently ships within the United Kingdom, additional customs duties or import taxes should not normally apply.
If international shipping becomes available in the future, any applicable customs charges, duties, or taxes will be communicated where required.
Order Changes and Cancellations
Changing Your Order
If you need to update your delivery address or order details, please contact us within:
12 hours after placing your order
We will do our best to accommodate your request if your order has not yet entered processing.
Once an order has been processed or dispatched, changes cannot be guaranteed.
Cancelling Your Order
You may request cancellation as soon as possible after placing your order.
Cancellation requests should be sent to:
If the order has already been processed or shipped, cancellation may no longer be possible.
In this case, you may request a return after delivery according to our Return & Refund Policy.
Returns and Exchanges
We accept eligible returns within:
30 days from delivery
Items must be unused and returned in their original condition.
To start a return, contact:
Email: support@lilyandoscar.co.uk
For damaged, defective, or incorrect items, please contact us with:
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Your order number
-
A description of the issue
-
Photos or videos showing the problem
We will review your request and provide an appropriate solution.
Incorrect or Undeliverable Addresses
Customers are responsible for providing a complete and accurate delivery address at checkout.
If an order cannot be delivered because of:
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Incorrect address information
-
Missing address details
-
Failure to provide required delivery information
additional shipping costs may apply if a replacement shipment is required.
Please contact us as soon as possible if you notice an address error.
Contact Us
For questions regarding shipping, delivery, or your order:
Lily & Oscar
Operated by OTTYSHOP LTD
Email: support@lilyandoscar.co.uk
Website: https://www.lilyandoscar.co.uk
We are committed to making your shopping experience simple, secure, and reliable. If you experience any issue with your order or delivery, please contact our support team and we will assist you.