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*
DELIVERY NOTICE
We are estimating that orders will take 1-4 business days to arrive at the moment.
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 4 business days have passed since you placed your order, as we will have no additional information for you within that window.
MAINLAND UK
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 |
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|---|---|---|
| SPEND OVER £29 | Delivery in 1-3 business days | FREE |
| SPEND UNDER £29 | Delivery in 1-3 business days | £4.95 |
SPECIAL DELIVERY |
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| 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 SCOTLAND, HIGHLANDS & ISLANDS |
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|---|---|---|
| SPEND OVER £50 | Delivery within 3-8 working days | FREE |
| SPEND UNDER £50 | Delivery within 3-8 working days | £4.95 |
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 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.