Customer services / Delivery & Returns

Delivery & Returns

FREE DELIVERY AVAILABLE

With orders over £29*

WE USE DPD DELIVERY

UK's leading parcel delivery brand

WE REFUND OR REPLACE

For unhappy pets*

Customer Notice: Due to demand, our deliveries are currently taking slightly longer than normal.

Your order may take up to 8 working days or if you are in a harder to reach destination, up to 9 working days.
Health and safety is a top priority and we are working closely with our supply chain team to ensure everyone is protected and working within mandates outlined by the UK government and local authorities.

Our delivery partner DPD is taking extra precautions and will not request a signature upon delivery, 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.

MAINLAND UK

Please note, during periods of very high demand, Special Delivery options will not be available and standard delivery may take longer than 3 working days. Please ensure you check what is communicated when you checkout for such circumstances.

STANDARD DELIVERY

SPEND OVER £29 Delivery in 1-3 business days FREE
SPEND UNDER £29 Delivery in 1-3 business days £4.95

SPECIAL DELIVERY

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

DESTINATIONS

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

THROUGH DPD

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.

Tracking details

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 hello@lilyskitchen.co.uk or calling us on 0207 433 1863. We're open 9am-5pm, Monday to Friday.

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