Shipping policy

Shipping Policy

Last updated: 16 September 2026

Welcome to Lilla. This policy explains where we deliver, the estimated delivery time, how tracking works and what to do if a parcel is delayed, lost or damaged. It should be read together with our Returns & Refunds Policy and Terms of Service.

1. Delivery area and shipping cost

We deliver to addresses in the United Kingdom. Standard shipping is free unless a different charge is clearly displayed before checkout.

We do not currently deliver to PO boxes or addresses that our carriers cannot service. Some remote postcodes may require additional transit time. Any restriction that applies to an address will be shown at checkout where technically possible.

2. Processing and delivery times

Orders are normally processed within 1–3 business days, Monday to Friday, excluding public holidays. Orders placed on a weekend or public holiday begin processing on the next business day. During high-demand periods, including November, December and major promotional events, processing may take up to two additional business days.

After dispatch, standard delivery is estimated to take 4–7 business days. The usual estimated total is therefore 5–10 business days from the order date. This is an estimate rather than a guaranteed delivery date. Public holidays, severe weather, customs inspections, carrier disruption and events outside our reasonable control may cause delays.

Unless a different delivery period is expressly agreed, we will deliver without undue delay and within the period required by applicable law. If delivery is materially delayed, your legal rights are not affected.

3. Cancelling or changing an order before dispatch

Orders are transmitted automatically to our fulfilment network shortly after purchase. We will try to stop or amend an order if you contact us within five minutes, but we cannot guarantee that the request will reach the warehouse before processing begins.

Email support@wearlilla.com immediately with your order number and the word CANCEL or CHANGE in the subject line. We will confirm in writing whether the order was stopped or amended.

If the order has already entered fulfilment, we may be unable to intercept it. This operational limit does not remove your statutory right to cancel an eligible online purchase. If we cannot stop the parcel, you may notify us of cancellation and return the eligible goods after delivery in accordance with our Returns & Refunds Policy.

4. Fulfilment partners and parcel origin

Lilla works with third-party suppliers, warehouses and logistics providers. Depending on stock availability, an order may be dispatched from a facility outside the United Kingdom. Orders containing more than one item may be supplied from different facilities and may arrive in separate parcels.

You will receive a dispatch email with the available tracking information for each parcel. Separate delivery does not create an additional shipping charge.

5. Tracking

Tracking is sent by email after dispatch. The first carrier scan can take 2–5 business days to appear, particularly while a parcel moves between international logistics hubs.

If tracking has shown no movement for 10 business days, contact us at support@wearlilla.com. We will ask the carrier or fulfilment partner to investigate.

6. Delivery addresses, failed delivery and refused parcels

You are responsible for entering a complete and accurate delivery address, including any flat or unit number, and a telephone number where requested by the carrier. Contact us immediately if you notice an error. Address changes cannot be guaranteed once fulfilment has started.

If a parcel cannot be delivered because the address supplied was incorrect or incomplete, or because it was not collected within the carrier’s holding period, we will investigate its location. If it is returned to a recoverable facility, we may offer re-delivery at the customer’s reasonable cost. If a refund is due, we may deduct direct and evidenced costs caused by the incorrect address or failed collection where the law permits.

Refusing a parcel is not, by itself, a clear notice of cancellation. If you wish to cancel, email us so that your decision is recorded. Refusal may send the parcel to a carrier facility rather than the approved return facility and can substantially delay recovery. Any refund remains subject to your statutory rights and to confirmation that the goods have been returned or that you have supplied acceptable evidence of return.

7. Late, lost or missing parcels

If tracking has not moved for 10 business days, or the parcel is more than seven business days beyond the estimated delivery window, contact us with your order number. A carrier investigation can take up to 10 business days.

The goods remain our responsibility until they come into your physical possession or the possession of a person you nominate, other than the carrier. If the carrier confirms that a parcel has been lost, we will offer an appropriate remedy, which may be a replacement or refund according to the circumstances and your legal rights.

If tracking says “delivered” but the parcel is missing, first check with household members, neighbours, reception, mailroom and any safe place shown by the carrier. Contact us as soon as possible, preferably within seven days of the delivery scan, so that evidence is still available. We will review tracking, GPS data, photographs, signatures and other delivery evidence. This reporting request helps our investigation and does not remove rights that cannot legally be limited.

8. Parcels damaged in transit

Keep the packaging and contact us as soon as possible, preferably within three business days, with the order number and clear photographs of the parcel, shipping label and damaged item. Early reporting helps us pursue a carrier claim.

The three-business-day request is not a contractual cut-off for statutory rights. If the goods are faulty, damaged or not as described, the remedies in our Returns & Refunds Policy apply.

9. Prices, taxes and import charges

Prices are displayed in pounds sterling (GBP). The total payable to Lilla, including applicable taxes and shipping charges, is shown before you place the order.

Orders are arranged so that customers are not normally required to pay additional import duties or handling fees on delivery. If a carrier or customs authority unexpectedly requests an import payment, contact support@wearlilla.com before paying it so that we can investigate and provide instructions.