Frequently Asked Questions

Last updated: 15-05-2025

If you have questions about your order, shipping, returns or payment methods, you’ll likely find the answers below. Our goal is to make your shopping experience as smooth and transparent as possible. Still need help? Contact our customer support at info@lila-maeve.com.

 

What is the delivery time?

Orders are processed within 1–2 business days. Once shipped, delivery to the UK takes 4–7 business days. The estimated total delivery time is 5–9 business days. You will receive a tracking code via email once your order is shipped.

How can I track my order?

You will receive a Track & Trace code by email once your package is dispatched. You can use this code to follow your parcel. Please note that tracking information may take up to 2 business days to become available.

What payment methods do you accept?

We accept the following secure payment methods via Shopify Payments:

  • Credit Cards: Visa, Mastercard, American Express
  • Debit Cards: Maestro
  • Save payment with: PayPal

What should I do if my tracking code doesn’t work?

If your tracking code doesn’t show updates after 2 business days, please contact us at info@lila-maeve.com.

How do I initiate a return?

You can return your item to the address below. While we recommend sending us an email at info@lila-maeve.com before returning your item, it is not required. Contacting us can help prevent any processing errors or delays.

Return address: Suite 129, 39 Ludgate Hill, London, EC4M 7JN, United Kingdom

Who pays for the return shipping?

Customers are responsible for return shipping costs. For high-value items (over £75), we recommend using a trackable shipping service or purchasing shipping insurance. Your order can be returned within the UK. Typical return shipping costs for a clothing item within the UK range from £2.90 to £5.50, depending on the courier and package size. These costs are not reimbursed. For more info check the Refund Policy.

Can I return my order?

Yes, you have the right to return your item within 30 days of receiving it. Items must be unused, in original condition and packaging, and include proof of purchase. For hygiene reasons, certain products are non-returnable. Read the full Return Policy for details.

Do you offer free shipping?

Yes, we offer free shipping within the United Kingdom. This includes insurance for loss or damage during transit.

How do I contact customer support?

You can email us at info@lila-maeve.com or use the contact form. Our support hours are (GMT +01:00 London): Monday to Friday: 9:00 AM – 5:00 PM Saturday to Sunday: 9:00 AM – 1:00 PM

What is your return address?

 All returns must be sent to: Suite 129, 39 Ludgate Hill, London, EC4M 7JN, United Kingdom