Delivery & Returns
Health and safety is a top priority. We are working closely with our supply chain team to ensure everyone is protected from the spread of Covid-19 and we are working within mandates outlined by the UK government and local authorities.
Our delivery partner DPD is also taking extra precautions to protect their staff and their customers from Covid-19. They will not request a signature upon delivery and they are also offering a ‘drop at door’ provision if you prefer a contact-free service.
Please continue to shop as you would usually as our online services are continuing to run and we do not expect any problems with our stock levels.
Please note, during periods of very high demand such as during promotions, Special Delivery options will not be available and standard delivery will take 3-5 working days. Please ensure you check what is communicated when you checkout for such circumstances.
|SPEND OVER £29||Delivery in 1-3 business days||FREE|
|SPEND UNDER £29||Delivery in 1-3 business days||£4.95|
|WEEKEND||Order before 2pm Friday||£9.95|
|NEXT DAY BEFORE 12pm||If ordered before 2pm Mon-Thu||£9.95|
|NEXT DAY BEFORE 10:30am||If ordered before 2pm Mon-Thu||£14.95|
HARDER TO REACH DESTINATIONS
HARDER TO REACH
ISLE OF MAN, ISLE OF WIGHT, NORTHERN IRELAND, NORTHERN SCOTLAND, HIGHLANDS & ISLANDS
|SPEND OVER £50||Delivery within 5 working days||FREE|
|SPEND UNDER £50||Delivery within 5 working days||£4.95|
Customer Notice: Our apologies but we are no longer able to deliver to the Rep. of Ireland or the Channel Islands.
Some areas are harder to reach for our couriers and take a bit more time to arrive. Deliveries to offshore destinations - Northern Ireland, Scottish Islands, Isle of Man and Isle of Wight - take a minimum of 3 working days to arrive and we aren’t able to offer speedy delivery. Deliveries to Northern Scotland and the Scottish Highlands are also likely to take a minimum of 3 days to arrive.
There are also differing costs associated with delivering to these areas as our courier, DPD, charges extra for delivery. If you live in Scotland and would like to see if your postcode is considered harder to reach, please check this information from DPD.
WHY WE DELIVER THROUGH DPD
WHY WE DELIVER
We like the way DPD work, with their handy text and email updates and delivery confirmation.
Estimated delivery times
To make sure everything is as convenient for you as possible.
Including real-time tracking on a map, with estimated time of arrival.
Keep you updated
With a text message and emails for when your delivery is dispatched, if you’re not home
One hour time slots
You’ll receive a text message and email notification on the morning of your delivery with a one-hour slot
REFUNDS & RETURNS
Here at Lily’s Kitchen looking after your pet’s health, happiness and appetite is what gets us out of bed in the morning. We hope your pet loves all of our recipes and treats, but if they’re not over the moon at dinner or treat time, we’ll happily offer a similar replacement of your choice. If your order is damaged when it gets to you, we’ll collect it free of charge and replace it with recipes in pristine condition. If, for whatever reason, you want to return anything bought from us, just let us know and we’ll be more than happy to give you a refund or exchange.
If you or your pet aren’t completely happy with your delivery for any reason, please get in touch with us within 14 days of delivery by emailing firstname.lastname@example.org or calling us on 0207 433 1863. We're open 9am-5pm, Monday to Friday.