FAQ

Please be sure to ready through our Frequently Asked Questions before reaching out to us over email. 

 

1. Can I cancel my order?

Hand painted items - canvas totes can be cancelled within 4 days of ordering.

Luggage must be cancelled within 5 hours of ordering (these products go straight into production after the order is made).

2. Do you gift wrap and add gift notes?

Absolutely! On the cart page, you can optionally add a Gift Message, and Gift Wrapping (£5 GBP).

3. Why has my order not arrived yet?

Hand painted items we state 3-4 weeks sadly due to us being at rather full capacity they can take up to 6 weeks we appreciate your patience - if you are not happy to wait please do email us and we can cancel the order if not already done.

4. Do you cover customs import taxes and duties?

Shipments within the UK do not have any import taxes, duties or fees.

For international orders, if there are any import duties due, you will be given the option to pre-pay them at checkout. If you choose not to pre-pay, it is the customers responsibility to pay any fees, and this can sometimes also create delays in your delivery.

Please note: if you are not given an option at checkout to pre-pay duties and taxes, it means that there are none due, and you can just select DHL - Duties and Taxes NOT Included.

5. How long does a suitcase take to arrive?

We can turn around suitcases and leather items within 2 weeks.

6. What are the lead times?

Personalised canvas totes take roughly 4-6 weeks currently for dispatch. All luggage & leather goods take roughly 2-3 weeks for dispatch.

7. Can you refund personalised goods?

No, we do not refund personalised goods.

8. Do you offer refunds on non-personalised goods?

Yes we do, however it is up to the customer to cover the return postage back to our warehouse and we do not refund the initial postage either.

9. Are the initials case sensitive?

Yes we write exactly as the personalisation is written. So please do triple check exactly how you write the initials in the box- it is printed or painted exactly as you enter it. This will be your responsibility if wrong.

10. Can I change my order?

We only accept changes within 12 hours of ordering.

11. Can I cancel my order?

We only allow cancellations within 12 hours of ordering.

12. How do I switch currency?

We support over 130 different currencies on LilyAndBean.co.uk. You can change to your local currency by using the currency switcher which can be found at the very bottom of the page, or you can click here.

13. Do we have a shop in the UK?

No we are just online for now.

14. Do you offer discount on bulk ordering?

Please email support@lilyandbean.co.uk stating what you want to order and in what quantity and they will advise.

15. What courier do you use for shipping?

For UK we use DPD.

Northern Ireland, Jersey and Guernsey we use Parcel Force Worldwide.

For everywhere else, we deliver with DHL.

16. Is the luggage hand painted or digitally printed?

Digitally printed.

17. Can you tell us about your sustainability goals at Lily & Bean?

Reducing our impact on the planet is important to us at Lily & Bean. We plant 5 trees for every sale made on lilyandbean.co.uk, plus support innovative carbon reduction schemes across the planet. Read more about this on our Ecologi Page. We also use DHL Go Green, which offers carbon neutral deliveries around the world.

18. My product is faulty what do I do?

Please reach out at support@lilyandbean.co.uk.

19. Any other questions?

Please contact us, and our friendly customer service team will assist you.