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Shipping & Returns

 Delivery Information

Standard Delivery

If you are not home and your order is small enough to fit in your post box, it will be posted.
If your order has been dispatched and the estimated delivery date has passed, we recommend that you ask your local postal delivery office if they've already tried to deliver it, or ask your neighbours if the package has been left with them. Please also check that the delivery address you gave us is correct. Click the "Order Details" button next to the order you're checking to view the delivery address.
If the package was too large to be delivered through your post box, it will be taken to your local delivery office and a card will be left. We suggest you contact your local delivery office to confirm that your package is available for collection. In the UK, you can call 0845 6050767 for details of your nearest delivery office. If you have not received a card, we ask that you allow 12 days after the estimated delivery date to receive your item, to allow for any delays.


If your order hasn't arrived by the estimated delivery date and a further 12 days have elapsed, contact us and we will do our best to locate it.


Royal Mail Recorded Signed For

Royal Mail recorded signed for items are usually delivered within 1-2 working days. However, this is not a guaranteed service and can take longer.
Please note that recorded delivery items will require a signature upon delivery. If no one is available to sign for a parcel, it will be returned to your local sorting office for you to collect at your earliest convenience.
Please Note : Royal Mail do not class an item as lost until 15 working days from posting have passed.


Next Day Delivery

When you need your parcel in a hurry, we will send your order via the Royal Mail 24 hour service to ensure everything reaches you guaranteed next day.
Our Next Day service is only available on items which we currently hold in stock and on selected items for our Personalised Cards and Gifts range.
Please note for some of our Personalised Cards & Gifts we need a little extra time to create some of these special personalised products. However, if you have chosen something which requires a couple of extra days, we will endeavour to let you know and aim to get the product to you within 3 to 5 days.

Returns and Exchange Policy

If in the unlikely event you wish to return or exchange the items you have purchase from Lily Luna, please notify us in writing within 3 days of receipt of the items and make the return within 14 days of the purchase date.
Please not the following conditions.


To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.


Please kindly note that we're unable to accept a return of a bespoke order which may include bridal brooch bouquets, bespoke hair accessories and jewellery.

Additional non-returnable items:
Gift vouchers

To complete your return, we require a receipt or proof of purchase.

Refunds (if applicable)
Once your return is received and approved,your refund will be processed, and a credit will be issued to your credit card or original method of payment, within a certain amount of days. Please note that we're unable to refund the deposit for a bespoke or commission order should you wish to cancel your order.

Exchanges (if applicable)
We're happy to arrange an exchange if the item is damaged in transit or defective or if it's simply not suitable. The exchange request can be within 14 days of the purchase date. To be eligible for an exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Please note that we're unable to accept an exchange of a beopke or commission order which may include bridal brooch bouquets, bespoke hair accessories and jewellery.

We regret that we cannot accept return or exchange to pieced jewellery due to

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be issued.


Return by post
To return your order by post,please post the item to our shop address below by a recorded delivery service.
Lily Luna, 43 William Street,Edinburgh EH3 7LW

Lily Luna is not liable for refunding postage costs unless the error is on our side.

 

Gift Certificate

 Lily Luna online gift certificate can be redeemed online and in store.

This Gift Certificate validates for 12 month. This Gift Certificate is excluded from a redemption guarantee, is non-replaceable, non-refundable, non-reloadable and cannot be redeemed for cash or applied to any credit card balances. Lily Luna will not refund or replace, and will not be liable for, any lost or stolen Gift Certificates. 

Lily Luna reserves the right to add, delete or modify the general terms and conditions at any time. The use of this Gift Certificate constitutes your acceptance of our terms and conditions.

 

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