Delivery, Returns & Refund Policy

Last updated: 28 October 2026

At Lily’s, we take pride in preparing traditional Indian sweets and savouries. We package orders carefully and want customers to enjoy their purchases with confidence.

1. Nationwide UK Delivery

Delivery is offered throughout the United Kingdom subject to courier availability, product suitability and geographic restrictions. Delivery charges and estimated dates will be presented at checkout. Remote locations may have longer transit times. Fresh or temperature-sensitive products may only be offered where suitable delivery is possible.

2. Preparing and Dispatching Orders

Fresh products are prepared and packed under our food safety procedures. Packaged items are checked for appropriate labelling, condition and suitability for transport. Dispatch and processing times will be displayed at checkout or in the product listing. Busy festive periods may require longer lead times, which will be communicated before purchase.

3. Delivery and Receipt

Please provide a complete and accurate delivery address and arrange for prompt receipt, especially for fresh sweets. Tracking will be provided where available. Lily’s remains responsible for goods until they are received by the customer or their nominated recipient, subject to applicable consumer law. Contact us if an order is delayed, lost or arrives in unsuitable condition.

4. Fresh and Perishable Products

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, goods liable to deteriorate or expire rapidly are generally exempt from the 14-day change-of-mind cancellation right. We therefore cannot normally accept change-of-mind returns for items meeting that exemption. Your rights regarding unsafe, faulty, damaged or misdescribed goods remain unaffected.

5. Longer-Life Packaged Products

For eligible products that are not subject to an exemption, you generally have 14 days from the day after receipt to inform us you wish to cancel, followed by another 14 days to return the goods. Certain sealed goods genuinely unsuitable for return for hygiene or health-protection reasons can lose cancellation rights once unsealed after delivery. Contact us for return instructions. Where we explained this before purchase, customers pay the direct return-postage costs for change-of-mind returns. Refunds comply with statutory requirements.

6. Damaged, Incorrect or Faulty Items

If your order arrives damaged, contains incorrect items, is unsafe or does not match its description, contact us as soon as possible. For prompt investigation, we recommend reporting visible problems within 24 hours when practical, with your order number, contact details, a description and photographs if available. This 24-hour period does not limit your statutory rights. Depending on the circumstances, we will provide a refund, replacement or other remedy required by law.

7. Missing or Delayed Deliveries

Contact us if the order has not arrived within the agreed timeframe. We will investigate with the courier and provide any remedy required under UK consumer law.

8. Cancellations Before Dispatch

Contact us promptly if you wish to cancel. Statutory cancellation rights apply where relevant. For exempt rapidly perishable goods, pre-preparation or pre-dispatch cancellation may be considered at our discretion. Any agreed cancellation will be refunded appropriately.

9. Refund Processing

Refunds will normally be made to the original payment method. For qualifying change-of-mind returns, refunds are usually processed within 14 days of receiving returned goods or evidence of return, whichever occurs first. The original standard outward delivery charge is refunded where legally required; premium delivery supplements may be excluded. Faulty or misdescribed goods are handled according to statutory rights.

10. Food Safety and Storage

Inspect products upon arrival and follow the supplied temperature, storage and consumption instructions. Refrigerate food requiring refrigeration promptly. Follow use-by dates. If you suspect unsafe temperatures, contamination or another food safety problem, do not consume the product and contact us promptly.

11. Contact

Lily’s Indian Vegetarian Cuisine Limited
85 Oldham Road, Ashton-under-Lyne, OL6 7DF, United Kingdom
Telephone: 0161 339 4774
Email: info@lilysindianvegetarian.co.uk