Delivery Information

 

At LilyDove, we understand that the cards and items you send to us are precious and often irreplaceable. We take care at every stage of the process, from receiving your items to safely returning your finished keepsake.

Sending Your Cards to LilyDove

Once your order has been confirmed, we will email you with instructions for sending your cards to us.

Where included with your order, you will receive a Royal Mail QR code by email. Take your securely packaged cards to a participating Royal Mail drop-off location, where the QR code can be scanned and your postage label printed.

Please package your cards carefully to protect them during transit. We recommend:

  • Placing the cards inside a waterproof bag or protective sleeve.
  • Using a strong, appropriately sized envelope or box.
  • Adding cardboard support to prevent bending.
  • Ensuring the package is fully sealed before posting.

Please do not send your cards until you have received confirmation and posting instructions from us.

 

Responsibility for Items in Transit

LilyDove cannot accept responsibility for items that are lost, delayed or damaged while being sent to us by a postal or courier service.

We strongly recommend using the postage method provided by LilyDove or another tracked service. Please retain your proof of postage and tracking information until we confirm that your items have arrived safely.

We will contact you once your package has been received.

 

Turnaround Times

Each LilyDove keepsake is individually designed and handcrafted. The estimated turnaround time will be confirmed when you place your order.

Turnaround times begin once:

  • Your cards have been received.
  • Full payment has been made.
  • Any required design details have been provided.

Estimated completion dates may occasionally change during busy periods or if we need additional information from you. We will contact you if there is likely to be a significant delay.

 

Digital Mock-Up

Where a digital mock-up has been purchased or included, this will be sent to you for approval before the final keepsake is completed.

Please review the design carefully and respond promptly. Delays in approving the mock-up may affect the estimated completion date.

 

Delivery of Your Finished Keepsake

Finished keepsakes are carefully packaged to help protect them during delivery.

Your order will be sent using an appropriate tracked delivery service. Once dispatched, you will receive confirmation and tracking information where available.

Delivery charges will be clearly explained before your order is confirmed. The cost may vary depending on the size, weight and destination of your finished keepsake.

 

Delivery Address

Please check that the delivery address provided with your order is complete and correct.

LilyDove cannot accept responsibility for orders delivered to an incorrect address supplied by the customer. Contact us as soon as possible if your address changes before your order has been dispatched.

 

Delivery Times

Delivery times are estimates provided by the postal or courier service and cannot be guaranteed by LilyDove.

Delays caused by the delivery provider, severe weather, industrial action or other circumstances outside our control may occasionally occur.

 

Missed or Unsuccessful Deliveries

It is the customer’s responsibility to follow any instructions provided by the delivery company regarding missed deliveries, redelivery or collection.

Where a parcel is returned to LilyDove because delivery was unsuccessful, an additional delivery charge may be required before it can be sent again.

 

Damaged Parcels

Please inspect your parcel as soon as it arrives.

If your parcel or finished keepsake appears to have been damaged during delivery, contact us within 48 hours of receiving it. Please include:

  • Your name and order number.
  • Photographs of the external packaging.
  • Photographs of the internal packaging.
  • Clear photographs showing the damage to the keepsake.

Please retain all packaging while the issue is being investigated.

 

Lost or Delayed Deliveries

A parcel may need to be delayed for a specified period before the delivery provider will classify it as lost.

If your tracking information has not updated or your order has not arrived within the expected timeframe, contact us and we will assist with the delivery provider’s investigation.

 

International Delivery

LilyDove currently delivers within the United Kingdom unless otherwise agreed in writing before an order is placed.

Please contact us before ordering if you require delivery outside the United Kingdom. Additional postage charges, customs fees, import taxes and longer delivery times may apply.

 

Contact Us

For questions about sending your cards, delivery charges or the progress of your order, please contact us through the LilyDove contact page or email address provided in your order confirmation.