Shipping and Delivery Policy
Thoughtfully Made. Carefully Delivered.
At Lily & Rosa, many of our products are made to order. This means your piece is produced after your order has been placed rather than taken from pre-existing stock.
Because of this, your order has two stages:
- Production – Your item is prepared and produced.
- Shipping & Delivery – Once production is complete, your order is dispatched and transported to you.
Please allow time for both stages when considering your delivery timeframe.
Production Times
Production times vary depending on the product category.
| Product Category | Average Production Time | Production Commitment |
|---|---|---|
| Polyester Clothing | 2–4 days | Up to 7 days |
| Cotton Clothing | 5–10 days | Up to 14 days |
| Accessories | 5–10 days | Up to 14 days |
| Home Products | 5–10 days | Up to 14 days |
| Classic Clogs | 15–20 days | Up to 24 days |
These times refer to production time only and do not include shipping and transit time.
If an order contains products from different categories or suppliers, production may take longer because the order follows the product requiring the longest production time.
Shipping & Transit
Once your order has completed production, it will be prepared for dispatch and handed to the selected shipping carrier.
Shipping and delivery times can vary depending on:
- Destination country
- Shipping method
- Carrier
- Customs processing
- Local delivery conditions
- Unexpected logistical disruptions
The available shipping options and applicable shipping costs will be displayed during checkout.
Please remember that production time and shipping time are separate.
Tracking Your Order
Once your order has been dispatched, tracking information will be provided where tracking is available.
Tracking updates may take some time to appear after the parcel has been handed to the carrier.
Multiple Suppliers & Split Deliveries
Because Lily & Rosa works with more than one trusted supplier, products in the same order may sometimes be produced and shipped separately.
If your order contains items from different suppliers, your order may arrive in two or more separate packages. Each package may have its own tracking information and may arrive at a different time.
You will not be charged additional shipping simply because your order is delivered in separate packages.
This allows each item to be produced and dispatched by the supplier responsible for that product, helping us offer a wider selection while maintaining our made-to-order approach.
Delays
We work hard to ensure your order reaches you as smoothly as possible. However, once an order has been dispatched, certain delays may be outside our control.
These may include:
- Customs delays
- Severe weather
- Natural disasters
- Political or military events
- Carrier disruptions
- Other circumstances beyond reasonable control
Orders going to remote destinations may also require considerably longer delivery times.
Lost or Delayed Parcels
Under normal logistics conditions, if a parcel is considered lost during shipping or there has been no logistics update for 30 days, please contact us so that we can investigate the shipment.
Please note that exceptionally remote destinations may experience substantially longer transit times.
Incorrect Shipping Information
Please carefully check your delivery details before completing your order.
If an order cannot be delivered because an incorrect or incomplete address or recipient information was provided by the customer, Lily & Rosa cannot guarantee a replacement or refund.
If you believe there has been an error with the shipping information provided on your order, please contact us as soon as possible.
Colour & Product Appearance
Our products are displayed as accurately as possible. However, the final product may vary slightly from the images shown online due to:
- Different screen and monitor settings
- Photography lighting
- Fabric characteristics
- Printing processes
Minor variations are not considered a product defect.
Important Delivery Note
By placing an order with Lily & Rosa, you acknowledge that our products may be made to order, that production time is required before dispatch, and that products from the same order may occasionally arrive in separate packages.
We appreciate your patience while your pieces are being carefully prepared. 🤍
