Shipping policy

 

1. Delivery Areas

We ship orders to the following destinations:

  • Mainland France
  • European Union: Belgium, Luxembourg, Germany, Netherlands, Italy, Spain

Shipping costs and delivery times may vary depending on the destination.

2. Order Processing Times

All orders are processed within 1 to 3 business days (excluding weekends and holidays). Once your order is confirmed, you will receive a confirmation email.

3. Delivery Times

Delivery times are estimated from the date of shipment:

  • Mainland France: 2 to 5 business days
  • Europe: 5 to 8 business days

These times are estimates and may vary during peak periods.

4. Shipping Costs

Shipping costs are calculated automatically at checkout based on the package’s weight, destination, and selected shipping method.

For mainland France, we offer several shipping options:

  • Mondial Relay pickup point — Free shipping on orders over €100 — The pickup point is selected after payment
  • Mondial Relay home delivery (not eligible for free delivery)
  • Chronopost Shop2Shop — Free delivery on orders of €100 or more — The pickup location is selected after payment
  • Chronopost pickup point — Free delivery on orders of €150 or more — The pickup location is selected after payment
  • Colissimo with signature (not eligible for free delivery)

For European Union countries, the available delivery method is:

  • Mondial Relay pickup point (not eligible for free shipping) — The pickup point is selected after payment

5. Order Tracking

As soon as your order is shipped, you will receive an email containing a tracking number and a link to track your package in real time.

6. Delivery Delays

In the event of a delay beyond our control (carrier, weather conditions), we cannot be held responsible. However, we will do everything necessary to inform you and resolve the situation quickly.

7. Lost, Stolen, or Damaged Packages

If your package is lost, stolen, or arrives damaged, contact our customer service at contact@lilysfindsboutique.fr and provide your order number.

Deadlines for reporting must be strictly observed:

  • Package marked “delivered” but not received: report within 7 days of the delivery date indicated by the carrier
  • Package not delivered (lost in transit): report within 21 days of the shipping date (45 days for international shipments)
  • Damaged package: report within 7 days of delivery

After these deadlines, we will no longer be able to process your claim.

Documents required for all claims:

  • Detailed description of the incident
  • Photos of the package and/or the damaged item
  • Any additional documents that may be requested depending on the nature of the incident (police report, proof of purchase, etc.)

If all required documents are not provided, we reserve the right to refuse or place the compensation claim on hold.

Important — damaged package:

You must keep the packaging and damaged items in their original condition until the claim is closed. Disposing of them before this step may result in your claim being denied due to insufficient evidence.

Refund and coverage:

In the event of loss, theft, or damage acknowledged by the carrier, we will reimburse you up to the value of the item indicated on your order.

Return and reshipment costs are covered by us, up to the amount of the original shipping costs. Any amount exceeding this will be the customer’s responsibility. For orders that qualified for free shipping, a return label from the carrier of our choice will be sent to you. Coverage does not extend to replacement items sent in a new shipment.

Coverage for theft after delivery applies only to incidents occurring at the agreed-upon delivery location, before the package is collected or moved by the recipient. Once the package is in the recipient’s possession (or that of a person acting on their behalf), liability is transferred to the recipient and our coverage ends.

False Statements:

Any claim request implies the accuracy of the information provided. In the event of a proven false statement, we reserve the right to reject the claim and take all appropriate measures.

8. Shipping Address

It is the customer’s responsibility to provide a correct and complete shipping address. We cannot be held liable for any errors in the address entered during the order process. If the package is lost due to an incorrect address provided by the customer, no compensation or refund will be issued.

9. Contact

For any questions regarding your delivery: contact@lilysfindsboutique.fr — Response within 24 to 48 business hours.

10. Return Requests

To submit a return request, log in to your customer account and go to the “My Orders” section. Select the relevant order and follow the instructions to submit your request.

All return requests are subject to our approval. Once approved, you will receive a return label via email to print and affix to your package. All you need to do is drop off your package at the pickup location of your choice within 14 days of receiving the label. After this period, the label will no longer be valid and your return request will be canceled.

The package must include the order form or any other reference that identifies your order (order number, name, email). Without this document, processing of your return may be delayed.