Frequently asked questions
How much is shipping?
All shipping is calculated at checkout based on items and location in the world.
For those outside of the UK, you are able to select duties and taxes pre-payment if necessary.
Do you cover customs import taxes and duties?
Customs and Duties can be paid on advance on our website or you can pay upon landing.
Can I cancel my order?
All orders must be cancelled within 6 hours of ordering (these products go straight into production after the order is made).
We will try our best to accommodate all situations, but orders will only be cancelled fully at the request done by yourself to our email- sales@lilyandbean.co.uk
What courier do you use for shipping?
DPD- All UK orders
FedEx- All International orders
What are the lead times?
Please refer to individual product pages to find out the latest lead times for our personalised products.
Can you refund personalised goods?
No, we do not refund personalised goods.
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.
My product is faulty what do I do?
Please reach out at support@lilyandbean.co.uk.
Are the initials case sensitive?
Yes. We write exactly as the personalisation is written.
This will be your responsibility if entered wrong. If you find you are having issues with the initials, email us first and we can help!
Is the luggage hand painted or digitally printed?
Digitally printed.
Can I change my order?
We only accept changes within 6 hours of ordering.
We will try to accommodate all orders, but full changes will only be accepted via our email- sales@lilyandbean.co.uk
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.
Do we have a shop in the UK?
We are currently online only.
Do you offer discount on bulk ordering?
Please email support@lilyandbean.co.uk to enquire about bulk ordering.
Can I use Klarna payments at checkout?
Yes, we offer Klarna payment options. Read more on our Klarna page.
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 a tree 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.
Any other questions?
Please contact us, and our friendly customer service team will assist you.