Shipping Policy

Where we ship

We deliver to all UK addresses, including Northern Ireland, the Scottish Highlands and Islands, and the Isle of Man, at the same price. There are no regional surcharges.

We don't currently ship to the Channel Islands, BFPO addresses, or PO boxes.

Processing time

Orders are packed and dispatched within 2 working days of being placed. In practice most orders go out the next working day.

We post Monday to Friday. Orders placed at a weekend or on a bank holiday are processed on the next working day.

Orders placed before 12:00 on a working day are prioritised for that day's collection where possible.

Delivery options

 

Orders over £60 qualify for free Tracked 48 delivery. Upgraded services remain chargeable.

All our services are fully tracked. You'll receive a tracking number by email as soon as your parcel is collected.

Total time to expect: allow up to 5 working days from placing your order to receiving it on Tracked 48. Delivery estimates are guidelines from Royal Mail rather than guarantees.

If your parcel doesn't arrive

Royal Mail won't accept a claim for a missing parcel until 10 working days have passed since the due delivery date, so we can't treat a parcel as lost before then.

If your tracking hasn't updated and your parcel hasn't arrived, email queries@lichsloom.co.uk with your order number. We'll look into it, and once the 10 working days have passed we'll either resend your order or refund you in full, including postage. You choose which.

You don't need to contact Royal Mail yourself. Your order is our responsibility to deliver, and we'll handle the claim.

If your parcel arrives damaged

Please check your order as soon as it arrives. If anything is damaged, email queries@lichsloom.co.uk with photos of the damage and the packaging it came in.

Getting in touch within 48 hours helps us make a successful claim with Royal Mail, so please send photos as soon as you can. This doesn't affect your right to report a fault later.

We'll replace or refund a damaged item at no cost to you, including all postage.

Incorrect delivery addresses

Please check your address carefully before completing your order. We post to the address exactly as entered at checkout.

If an order is sent to an address you entered incorrectly:

• If the parcel comes back to us, we'll resend it once you've paid the postage again.
• If the parcel doesn't come back to us, we're unable to refund or replace the order.

If you spot a mistake, email queries@lichsloom.co.uk immediately. We can usually correct an address up to 9am on the next working day, but once a parcel is with Royal Mail we can't redirect it.

Undelivered parcels returned to us

If a parcel is returned to us as undelivered; for example after failed delivery attempts or an uncollected item, we'll email you to arrange either a redelivery at your cost, or a refund of the order value excluding the original postage.

Changing or cancelling your order

To change or cancel an order before dispatch, email queries@lichsloom.co.uk by 9am on the next working day. After that your parcel will usually be packed and on its way, and we won't be able to stop it.

If your order has already been sent, you can still return it. See our Returns & Refunds policy for how that works and what it costs.

Contact

Email queries@lichsloom.co.uk with your order number. We reply within 2 working days.