Frequently asked questions
How much is shipping?
UK
Standard Shipping: Free
Express Shipping: £4.95
Channel Islands
Standard Shipping: £4.95 - Free for orders over £150
Express Shipping: £9.95
Rest of World - Duties & Taxes are Included
Standard Shipping:
Orders over £150: FREE
Orders under £150: £9.99
Express Shipping
Orders over £150: £9.99
Orders under £150: £19.99
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?
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).
Do you gift wrap and add gift notes?
Absolutely! On the cart page, you can optionally add a Gift Message, and Gift Wrapping (£9.95 GBP). Note: not all product types offer this service.
Can you offer Express Shipping and personalisation?
On some products, we are able to personalise the product and ship within 24hrs (for orders received Sunday to Thursday). Shipping can take 1-3 business days. We also have a collection of pre-personalised items which can ship same day.
If your cart contains items eligible for this service, please tick "Express Shipping" at the bottom of the Cart page.
What courier do you use for shipping?
We ship all orders with FedEx. Once your order has been dispatched, you’ll receive a tracking link so you can follow its journey right to your door
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.
What are the lead times?
Personalised canvas totes currently take roughly 1 week for dispatch. All luggage & leather goods take roughly 2-3 weeks for dispatch. Express Shipping is available for some of our items and we can dispatch the item within 24hrs (Sunday - Thursday). Find more precise shipping times on the Product Pages.
How long does a suitcase take to arrive?
We can turn around suitcases and leather items within 2 weeks.
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. 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.
Is the luggage hand painted or digitally printed?
Digitally printed.
Can I change my order?
We only accept changes within 12 hours of ordering.
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?
No we are just online for now.
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.
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.