Frequently Asked Questions

Welcome to the Lily & Sofia Frequently Asked Questions (FAQ) Page

We’re here to help and ensure you enjoy the best possible shopping experience with Lily & Sofia.
If your question isn’t answered below, please don’t hesitate to contact our customer service team for further assistance.

1. How long will it take to receive my order?

Answer:
Our estimated delivery times are as follows:

  • Order Handling Time: 1–2 working days

  • Transit Time: 6–8 working days

  • Estimated Delivery Time: 7–10 working days in total

For more information, please see our Shipping Policy.

2. Do you offer free shipping?

Answer:
Yes, we offer free standard shipping on all orders within the United Kingdom.
For further details, please refer to our Shipping Policy

3. Where is Lily & Sofia located?

Answer:
Lily & Sofia is a UK-based online boutique.
We operate exclusively online to offer our customers high-quality products at competitive prices.

4. What if I receive a defective product?

Answer:
If you receive a defective or damaged item, please contact us within 30 days of receiving your order.
We’ll replace the item at no additional cost once we’ve received and inspected the return.
For details, see our Return & Refund Policy.

5. Can I cancel my order after it’s placed?

Answer:
Yes — you can cancel your order within 24 hours of placing it.
Please contact our customer service team as soon as possible to request cancellation.

6. What is your return policy?

Answer:
We offer a simple, 30-day return policy.
Items must be unused, in their original packaging, and in resaleable condition.
You can find full details in our Return & Refund Policy.

7. When will I receive my refund after returning a product?

Answer:
Once we receive and inspect your returned item, your refund will be processed within 7 working days.
Refunds are issued to your original payment method.
Processing times may vary depending on your bank or payment provider.

8. Do you offer any warranties or guarantees on your products?

Answer:
Yes — we provide a 30-day warranty on all purchases to ensure your satisfaction.
If an issue arises, please contact us and we’ll be happy to assist.

9. How can I contact customer support?

Answer:
You can reach our customer support team by emailing us at service@lilyandsofia.com or by visiting our Contact Us page.
We aim to respond to all enquiries within 1–2 working days.

10. Do you ship internationally?

Answer:
At this time, we ship exclusively within the United Kingdom.
We do not currently offer international shipping.

11. Do you have a physical store location I can visit?

Answer:
No — Lily & Sofia is an online-only store, which allows us to offer competitive prices and a wider range of products.

12. Can I place a bulk or business order?

Answer:
Yes, we welcome bulk or wholesale enquiries.
Please email us at service@lilyandsofia.com with your requirements, and our team will get back to you with details.

13. What is the process for exchanging a product?

Answer:
Exchanges are quick and easy.
Simply contact us to request an exchange, and our support team will guide you through the process.
For more details, please refer to our Return & Refund Policy.

14. How can I track my order?

Answer:

Once your order has been dispatched, you’ll receive a Royal Mail tracking number via email. You can track your delivery on the Royal Mail website or through our Order Tracking page.

Contact Information

Store Name: Lily & Sofia

Address: 182–184 High St N, East Ham, London, E6 2JA, United Kingdom

Email: service@lilyandsofia.com

Phone: [To be added]

Customer Service Hours: Monday to Friday, 9:00 AM – 5:00 PM (GMT)

We aim to respond to all enquiries within 1–2 working days.