FAQ
Please be sure to ready through our Frequently Asked Questions before reaching out to us over email.
1. How much is shipping?
Please see Product Detail pages for details on shipping.
| UK | £4.99 - Free for orders over £150 |
| Channel Islands | £9.99 - Free for orders over £150 |
| Rest of World | £15.99 - Free for orders over £250 |
Note: for orders outside the UK, you can choose to pre-pay import duties and taxes at checkout.
2. 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).
3. 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.
4. 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). This is charged at £20.00 GBP. 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.
5. 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.
6. 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.
7. How long does a suitcase take to arrive?
We can turn around suitcases and leather items within 2 weeks.
8. 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. 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.
9. Can you refund personalised goods?
No, we do not refund personalised goods.
10. 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.
11. 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.
12. Can I change my order?
We only accept changes within 12 hours of ordering.
13. 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.
14. Do we have a shop in the UK?
No we are just online for now.
15. 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.
16. 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. We ship with their Go Green service to offset emissions, and choose green options where possible.
17. Is the luggage hand painted or digitally printed?
Digitally printed.
18. 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. We also use DHL Go Green, which offers carbon neutral deliveries around the world.
19. My product is faulty what do I do?
Please reach out at support@lilyandbean.co.uk.
20. Can I use Klarna payments at checkout?
Yes, we offer Klarna payment options. Read more on our Klarna page.
21. Any other questions?
Please contact us, and our friendly customer service team will assist you.