Delivery & Returns

MAINLAND UK

DELIVERY NOTICE:

Due to high order volumes, we are estimating that you order will arrive in between 1 and 4 business days (not including Saturdays and Sundays).

DPD will be in touch

As usual, you will be kept up to date by DPD after you place your order. The first contact you can expect will be an email the day before delivery to confirm your order is due to be delivered the following day. On the day of delivery DPD will also contact you to confirm the estimated time of delivery. You can make changes to this with DPD once they have contacted you, such as re-arranging delivery day or identifying a safe place or neighbour to leave the order with.

Contacting Lily's Kitchen

We kindly ask that you bear this in mind, and please only contact our Customer Care team if more than 5 business days have passed since you placed your order, as we will have no additional information for you within that window.

Please note, during periods of high demand, such as during promotions, Special Delivery options may not available and Standard Delivery can take longer.

STANDARD DELIVERY
SPEND OVER £29 Delivery in 1-4 business days FREE
SPEND UNDER £29 Delivery in 1-4 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

 

ISLE OF MAN, ISLE OF WIGHT, NORTHERN SCOTLAND, HIGHLANDS & ISLANDS
SPEND OVER £50 Delivery within 2-5 business days FREE
SPEND UNDER £50 Delivery within 2-5 business days £4.95

Free delivery available

With orders over £29*

Customer Notice: Our apologies but we are no longer able to deliver to the Rep. of Ireland, Northern 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 - Scottish Islands, Isle of Man and Isle of Wight - take a minimum of 3 business 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

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

At Lily’s Kitchen, looking after your pet’s health, happiness and appetite is what gets us out of bed in the morning. We put a lot of love into every recipe and treat, and we hope your pet enjoys them as much as we do. That said, we know that sometimes things don’t go quite to plan — and we’re here to help. 

Damaged items
If your order arrives damaged, please let us know. We’ll arrange a free collection and send you a replacement in perfect condition as quickly as possible. 

Quality concerns
If there’s an issue with the quality of any product you’ve bought from us, just get in touch. We’ll be happy to offer a refund or an exchange, depending on what works best for you. 

For any of the above, please contact our friendly customer care team within 14 days of delivery by emailing hello@lilyskitchen.co.uk or calling 0207 433 1863. We’re available Monday to Friday, 9am–5pm, and we’ll always do our best to make things right. 

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