Customer Service
Please contact us at: mail@lilymillicent.com or call between 10am and 6pm on 01858 468119 if you need any help.
- Shipping & Delivery
How do I place an order?
Placing an order with Lily Millicent is easy. Simply browse our online store and make your selection, click ‘Add to Cart’ and when you have finished shopping, proceed to the checkout. You will then be able to pay by credit or debit card for your items securely and easily.
Should you wish to pay by cheque or bank transfer, please contact us for our payment details.
Custom Orders:
- Lily Millicent offers a custom design service where a piece can be made just for you. For payment of custom order items, please contact us first for a quote. Once you have received your quote and wish to proceed, we will require a 50% deposit to order materials and begin the project. Once the item is completed, detailed photographs will be sent to your chosen e-mail address. Once approved, the final balance will need to be paid in full before the item(s) can be despatched.
- Please note that your custom order quoted price includes up to a maximum of 2 re-designs. Should you wish to have further amendments made to your custom order piece, there will be an extra hourly labour charge, to be confirmed at the time. Your leadtime may also be affected. Please ask at the time of placing your custom order if you have any queries regarding this.
How soon will my order arrive?
The majority of Lily Millicent items are ready to ship so you won’t have to wait long; 2 – 5 working days is our standard UK shipping time.
If you need your item sooner, an express service is also available – please contact us for details.
European and Worldwide shipping times may vary (please ask for details).
For made to order items, please allow an extra 3 – 5 working days for delivery.
For custom order items, shipping times vary and a leadtime will be agreed upon at the initial quotation stage.
How much is postage and packaging?
All items will be sent in keepsake gift boxes and secure outer packaging, and will be sent via Royal Mail (unless otherwise stated) on a signed-for service to ensure safe receipt.
Our delivery rates are as follows:
UK Recorded Delivery (Standard), 2 – 5 working days - £5.00
UK Special Delivery, 1 – 2 working days - £7.50
Europe - £8.50
Worldwide - £10.00
Spend over £200 and UK delivery is free!
Occasionally Lily Millicent runs a free delivery promotion. In these instances, free delivery is applicable only when the delivery address is in the UK.
- Returns & Replacements
Can I return my item if I’m not happy?
Should you not be completely satisfied with your purchase, please let us know as soon as possible and return your item within 7 working days in its original packaging and in unused condition for a full refund (minus postage and packing).
Please ensure your item is returned to us using a signed-for delivery service to ensure safe receipt.
We will let you know by email once the returned item has been received, and will issue a refund straight away.
Bespoke items may also be returned within 7 working days of receipt in original packaging and in unused condition, however regretfully we can only offer a refund of 50% (minus postage and packing) due to the cost of materials and time spent on the project.
Can I exchange my item for another?
If you would like to exchange your item for another, please let us know as soon as possible and return your item within 14 working days in its original packaging and in unused condition. Please let us know which item you would like to exchange it for. We will confirm its receipt and despatch the replacement item (providing it is still available – we will let you know if not).
My item arrived faulty / damaged, what should I do?
In the unlikely event that your item arrives damaged or faulty, please let us know within 24 hours of receipt. If your item is damaged or faulty, we will refund you in full, including postage costs incurred by you in returning the item to us.
If you are unable to find the answer to your question above, please don't hesitate to contact us: mail@lilymillicent.com
