Shipping and Returns Policy

1. Partner Carriers

Deliveries are handled directly by our partner carriers, depending on the destination and shipping method selected:

  • Mondial Relay (delivery to a collection point – Metropolitan France, Belgium, Luxembourg, Germany)

  • Colissimo International (home delivery with signature – United Kingdom, Switzerland)

The carrier is automatically selected based on the destination, weight and desired delivery time.

2. Processing and shipping times

Orders are prepared and shipped within 24 to 48 business hours (excluding weekends and public holidays).
Once the package has been handed over to the carrier, a shipping confirmation email is sent to the customer with the corresponding tracking number .

3. Estimated delivery times

Area Main carrier Average lead times*
Metropolitan France Mondial Relay 2 to 5 business days
United Kingdom Colissimo International 5 to 8 business days
Belgium, Germany, Netherlands Mondial Relay 5 to 8 business days
Swiss Colissimo International 8 to 15 business days

*Delivery times may vary depending on the period, the carrier or local conditions.

4. Delivery costs

Shipping costs are the responsibility of the customer and are calculated automatically during the order process, according to:

  • the delivery area;

  • the weight and volume of the package;

  • the selected carrier.

Free delivery may be offered for purchases over a certain amount , when specified in a promotional offer.

5. Package tracking

Upon dispatch, the customer receives an email containing a tracking link allowing them to follow the delivery of the package in real time.

6. Receiving the packages

The customer must check the condition of the package upon delivery.
In case of visible damage, you must make written reservations to the carrier and inform our customer service within 48 hours of receipt.

7. Returns and exchanges

Return shipping costs are the responsibility of the customer.

Our products are neither returnable nor exchangeable , except in cases provided for by law.
In accordance with Article L221-18 of the Consumer Code , the customer has a period of 14 days from receipt of his order to exercise his right of withdrawal , where applicable.

Returns are only accepted if:

  • The items are new, complete, unworn, unwashed and in their original packaging ;

  • A return request has been previously validated by our customer service department.

For hygiene and safety reasons, opened, used or unsealed products (such as dry brushes and gua sha) cannot be returned or exchanged .

For any request relating to a return within the legal framework, please contact our customer service at the following address:
📩 boutique@lilyofthevalley.com

8. Undelivered or lost packages

In case of non-receipt, the customer must contact customer service within a reasonable timeframe.
A carrier investigation will then be opened ( average time: 5 to 15 working days ).
If the package is declared lost, a refund or a new shipment will be offered subject to available stock.

9. Unserved areas

Some geographical areas may not be covered by our carriers.
In the event that delivery is impossible, the customer will be informed before shipment and a full refund will be issued.

10. Contact

For any questions regarding your delivery or order:
📩 boutique@lilyofthevalley.com