Shipping & Returns
We are now able to ship to some areas outside of the UK, including some EU* and US regions. If your region is not available at check out, please get in touch and we will provide a shipping quote for you.
Brexit Disruption*: Please note that due to Brexit, we have had to pause all EU shipping zones. Due to the recent Brexit changeover, some orders into the EU were facing very long delays, causing a poor experience for customers. We will reinstate EU shipping as soon as conditions improve. We apologise for this inconvenience.
We aim to despatch orders between 1-3 business days of the initial order. During busier periods such as Christmas, this may be a little longer, however, we always do our best to process orders as quickly as we can.
If you have been waiting for over 5 days for your order, please get in touch with our Customer Support Team at firstname.lastname@example.org and we will look into your shipment in more detail.
Coronavirus (COVID-19) Update*
*Although we always try to ensure that our shipping ETAs are as accurate as possible, due to the current Coronavirus situation, our logistics partners have warned of potential delays to some deliveries.
Alcohol Gift Set Queries
We work directly with some of our distilleries meaning that on rare occasions, some orders containing some bottles of alcohol may arrive in a separate delivery to accompanying barware or glassware.
These items usually arrive within 1-2 days of each other and quite often on the same day.
By working in this way, we can maintain the best price for our customers, but also provide the fairest cut to the smaller distilleries that we work with.
If you have concerns or queries about this please contact the Customer Support Team at email@example.com
For returns and refunds please follow the steps below:
1) Contact customer support to let them know you wish to either cancel your order, return or exchange a product. To do this simply email firstname.lastname@example.org along with your name and order number in the subject line and a brief message as to the reason for the return.
2) If received, package the item up and return within 14 days of contacting us that you wish to cancel, return or exchange a product.
(We recommend you use a signed for delivery with proof of postage).
3) As the payment agent we will process the refund directly to your payment card in no more than 14 days after receiving the item back.
Lillywhite & Brown
1-11 Alvin Street
For all our products, you have 28 days to notify us if you wish to cancel or return the order or exchange the item.
Return requests made within 14 days of order date:
If you notify us that you wish to make a return within 14 days of order date, you will be entitled to a full refund (excluding any postage charges and assuming item is returned in original condition).
Return requests made after 14 days of order date:
If you notify us that you wish to make a return after 14 days but within 28 days of order date, you will be entitled to store credit to the value of your original order (excluding any postage charges and assuming item is returned in original condition).
Return requests made after 28 days of order date:
Should you wish to return the item 28 days after purchase, you will not be entitled to a cash refund or store credit.
Please Note: The customer is liable for the postage costs to return a product and is not entitled to a refund on the initial postage cost incurred (if applicable) to deliver the item.
Entering the full and correct delivery address is the responsibility of the customer and any failed deliveries due to incorrect or incomplete delivery addresses will not be refunded.
In the event that the items ordered are returned to sender (Lillywhite & Brown), due to an incorrect delivery address or because you were not present at delivery location to collect the order, a redelivery charge will apply based on the size and weight of your goods.
If you choose not to have your order redelivered, a delivery fee may be deducted from your refund to cover the initial delivery cost.
We try to make sure every item reaches its recipient in perfect condition. If this, unfortunately is not the case and the item is damaged or faulty we will either offer a replacement or refund.
In the event of a faulty or damaged item, customers must contact Lillywhite & Brown to confirm the fault or damage before returning the item. Proof of damage or fault through photographs may be requested.
Once the fault or damage is confirmed, Lillywhite & Brown will confirm the appropriate action to take for return of the items. Returns not confirmed with Lillywhite & Brown may not qualify for a refund on return postage.
Please Note: The customer must notify us within 14 days of delivery if the product is damaged or faulty.
Late or Missing Refunds
If you haven’t received a refund yet, first check with your bank to see if the refund is currently pending as it may take some time before your refund is officially processed.
If you have done this and you still have not received your refund yet, please contact us at email@example.com and our team will be more than happy to assist.
Extended Christmas Return Policy
All cancellable goods purchased between 1st November and 20th December 2020 (inclusive) can be returned in their original condition at any time before 22nd January 2021. For all items purchased on 21st December 2020 or after, our 28-day return policy applies.