Delivery and returns
All articles are delivered to your home, within a maximum of 1 week, according to the availability of the types of products that you order. Shipping costs in France and outside France are indicated in the cart.
The amount is displayed in your cart above the amount of your order. If your country does not appear in the list of delivery countries, you may request it from us directly.
All of our orders are sent from within 24 to 48 working hours following your order.
Delivery times indicated are those provided in business days by our carriers. You receive a confirmation by e-mail at the time of shipment (departure from our facilities). It should be noted that Lili Lilou shall not be held responsible for delivery delays. Please note that certain articles sell out quickly and may require longer shipping time than the usual 48 hours.
Any article concerned shall bear mention on its product sheet indicating the estimated shipping time. LILI LILOU shall not be held responsible for any delay in delivery deemed excessive that is attributable to the postal services or to carriers in general, nor in the event of loss of any articles during transport.
We request that you not accept a damaged parcel (packaging showing signs of having been opened and/or deterioration): it absolutely must be refused. Actually, parcels leaving the warehouses of the LILI LILOU site are always impeccable, and must be delivered to you in this condition. If a damaged parcel has been deposited in your mailbox or your custodian has received it, the parcel is considered to be “as is”. If no reservation is issued, we shall not be able to take into consideration any possible disappearances, or proceed with compensation.
Upon receipt of their order, the purchaser shall check to make sure that the articles received are compliant and must refuse any parcels that are open, torn and/or repackaged by the carrier. LILI LILOU Customer Service must be notified of any delivery discrepancy (article missing or broken, non-compliant or damaged parcel) as soon as possible (maximum 2 days). Any claim submitted after this time limit shall be rejected and LILI LILOU will not be liable.
If within the 5 business days following dispatch of their order, the purchaser has still not received their parcel or a missed delivery notice or specific information from the online tracking of their parcel, they must go to the closest post office or à pickup point with their parcel tracking number available in their customer account as well as in the confirmation mail sent to them at the time of shipment of the parcel. If the carrier finds no trace of the parcel, the purchaser shall contact LILI LILOU Customer Service as quickly as possible.
The Service Client shall then open an enquiry with the carrier. The purchaser shall receive a mail stating that an enquiry has been opened in collaboration with the postal services and that response times vary from between 10 and 30 days from the time the enquiry is opened. If the parcel is found, it shall be immediately forwarded to the purchaser.
DELIVERY BY COLISSIMO (STANDARD)
The Colissimo Suivi is delivered by La Poste within from 3 to 6 working days. It is delivered to the address indicated on your purchase order. Be sure to provide your exact delivery address.
Deliveries are made from Monday to Saturday.
In case of absence, the mail carrier will leave you a missed delivery notice indicating the conditions for parcel pickup (place and delivery time). There is generally a time limit of 15 days.
Time limit: Unless otherwise indicated, the parcel leaves our premises on the business day following confirmation of the order. For orders placed on Friday, the parcel shall be sent on Monday.
You may track your parcel on www.coliposte.net by searching with the Colissimo n° indicated in the “My Account” / "My Orders" section.
- ■ It is quite important to note if delivery cannot be made due to the following reasons:
- ■ undeliverable as addressed
- ■ Incomplete address
- ■ Inexistent address
If the parcel is not picked up within 10 days after having received the missed delivery notice (the postal services automatically return parcels that are not picked up in time to the shipper), the delivery charges for the second shipment for the same order shall be at the customer’s expense, with the amount of said shipment invoiced at between €7 and €10, depending on the destination country.
You may track your order in real time in the “My Account / My Orders” section.
Following shipment of the order, the purchaser will receive an e-mail indicating the parcel tracking number. The purchaser can thus track their parcel by clicking on the tracking link. The mail does not confirm any shipment of the parcel, but rather informs the purchaser that their parcel tracking number has indeed been generated and registered by the postal services.
RIGHT TO RETURN AND RIGHT OF WITHDRAWAL
Article 121-16 of the Consumer Code provides that “for any transactions involving tele-shopping, the purchaser of a product has a period of 14 full days from the delivery of their order to return the product to the seller for exchange or refund. If this period expires on a Saturday, Sunday, or a bank holiday or non-working day, it shall be extended to the 1st business day following.”
The customer shall thus keep all proof of the return, which means that the articles must be returned by registered post or by any other means that provides a specified shipment date. Return costs are at your expense and you are free to choose the shipment method. In the event of an error concerning the product (reversal of an order, size or colour different from that displayed on the invoice), LILI LILOU will issue a credit note for €7 to cover your return costs.