Delivery & Returns

*** COVID - 19 Coronavirus and Christmas UPDATE ***

*** Things are really busy at the moment because of the Lockdown, demand online has been huge. Orders this week (Monday 30th Nov to Sunday 6th Dec) are taking up to 7 days to dispatch.***

We're catching up as quickly as we can!

Please bear with us- we really appreciate your patience!

At present we are sending out parcels Monday to Friday as Normal.

Please bear in mind that the delivery may take a day or two longer than usual. (as the Royal Mail and Fed -ex may be short staffed)

How much are the delivery charges?

Delivery is £2.75 for most mainland orders throughout the UK.

If you live anywhere below, please call for additional postage charges. Scottish Highlands, Scilly Isles, Isle of Man, Northern Ireland or Isle of Wight.

How will my product be sent?

Your order will be sent using an appropriate next working day service. Dependent on the value of your order it may be sent by Royal Mail first class or FedEx carriers. A signature is required upon receipt for orders sent via FedEx.

When will I receive my order?

If you order from Thursday afternoon to Sunday Night, your order will be dispatched on Monday. If you order from Monday to Thursday Morning , Your order will be dispatched on Thursday afternoon. Please bear in mind that the delivery may take a day or two longer than usual. (as the Royal Mail and Fed -ex may be short staffed)

If you require any further information which is not available by following our customer services links, please contact us directly on 01963 240463 (Mon-Friday 8am – 4pm) or  better still email info@lily-flame.co.uk

Returns Policy

If you are not entirely delighted with the goods you have chosen, please ensure you return them to us unused within 5 days. We will be more than happy to provide a refund or you can exchange them for alternative products. Please keep all the packaging materials and return the goods as they were sent to you.

The items must be returned in the condition they were received. All returns must be securely packaged when returned. If the package is lost or stolen you are responsible for claiming compensation from the Royal Mail.

Where your order was paid by credit/debit card a refund can only be issued to the card used to make the original purchase.

Items returned to us that arrive damaged or lost will not be credited. The delivery charge on the original order will not be refunded.

Goods damaged in transit to you will be replaced at no cost with free delivery. Please inform us of any breakage within three days of receiving the order.

It is not necessary to return goods to us using the Royal Mail Recorded/Special Delivery service. However, we strongly recommend you obtain a free receipt of postage from the Post Office as proof of postage, as we will not accept responsibility for parcels lost in transit. We will only refund return/ exchange postage costs if the item returned is faulty.