Shipping policy

Shipping Policy

Effective Date: May 28, 2026
Website: https://lucywillowlondon.co.uk
Contact: support@lucywillowlondon.co.uk

At Lucy Willow London, we aim to provide reliable and transparent shipping for every order.

1. Order Processing

Orders are processed within 1 to 5 business days (Monday to Friday). Orders placed on weekends or public holidays are processed on the next business day. During periods of high demand, processing times may extend slightly. Once your order has been dispatched, you will receive a confirmation email with tracking details.

2. Delivery Timeframes

After dispatch, delivery typically takes 7 to 12 business days, depending on destination. Please note:

Delivery times are estimates and not guarantees
Delays may occur due to customs, carrier disruptions, weather, or high seasonal demand
International shipments may be subject to additional transit time

Most shipments arrive within the stated timeframe.

3. Shipping Rates

Shipping costs are calculated at checkout based on your location and order size. Any free shipping promotions will be clearly indicated before payment.

4. Tracking

All shipped orders include tracking where available. Tracking information will be sent to your email once the order has been dispatched. If you have not received tracking details within 5 business days, please contact support.

5. Customs and Import Charges

For international orders:

Import duties
Applicable taxes (such as VAT or GST, where applicable)
Customs handling fees

may apply depending on your country. These charges are not included in your purchase price and are the responsibility of the customer.

Refused shipments due to unpaid customs charges may result in return shipping deductions from any refund.

6. Address Accuracy

Customers are responsible for providing accurate shipping details. Orders returned due to incorrect or incomplete addresses may incur additional shipping charges.

7. Lost or Delayed Packages

If your tracking shows a delay beyond the estimated timeframe, please contact us. If a package is marked as delivered but not received:

Customers must first contact the carrier to initiate a local investigation
We may assist in opening a formal claim where applicable

We are not responsible for theft or loss after confirmed delivery to the address provided at checkout. However, we will make reasonable efforts to assist customers in resolving carrier issues.

8. Risk of Loss

Risk of loss transfers to the customer upon confirmed delivery by the carrier.

9. Service Disruptions

We are not liable for shipping delays caused by circumstances beyond our reasonable control, including but not limited to:

Natural disasters
Customs delays
Postal strikes
Carrier disruptions

10. Contact

For any questions about shipping:

Lucy Willow London
Email: support@lucywillowlondon.co.uk
Website: https://lucywillowlondon.co.uk