Shipping Policy – Lucy & Phil

At Lucy & Phil, we believe that fast, reliable, and transparent shipping is just as important as the quality of our products. Whether you are purchasing luxury home décor, premium cleaning products, or modern appliances, our goal is to ensure your order arrives safely, quickly, and with care.

Order Processing

• All orders are processed within 1–2 business days (excluding weekends and bank holidays).

• You will receive two email updates:

  1. Order Confirmation – once your purchase is placed.

  2. Shipping Confirmation with Tracking Details – once your order is dispatched.

• During high-volume seasons (Christmas, Black Friday, etc.), processing may take up to 3 business days, but we always communicate updates clearly.

Delivery Options & Timeframes

• UK Standard Delivery: 2–5 business days. Free for orders over £50.

• UK Express Delivery: 1–2 business days (extra charge at checkout).

• International Standard Delivery: 5–15 business days (location dependent).

• International Express Delivery: 3–7 business days (where available).

We partner with trusted couriers such as DPD, Royal Mail, DHL, and UPS to guarantee reliable service.

Shipping Costs

• UK: Free on orders above £50.

• Express: Calculated at checkout.

• International: Based on weight, dimensions, and destination. All costs are shown at checkout before payment.

Order Tracking

• Every order includes a tracking number.

• Track your order in real time via the courier’s website or your shipping confirmation email.

• Customers with accounts can also track orders directly through their Lucy & Phil account dashboard.

Delays, Lost or Damaged Orders

We take shipping seriously. If something goes wrong:

• Delays: Our team monitors shipments daily. If a courier delay occurs, we will notify you and work on a resolution immediately.

• Lost Packages: If tracking shows no updates within 7 business days, we will investigate and provide a replacement or full refund.

• Damaged Orders: If your product arrives damaged, contact us within 7 days. We will arrange a free replacement, exchange, or refund.

International Shipping & Customs

• Lucy & Phil ships worldwide.

• Import duties, taxes, and customs fees are the responsibility of the customer.

• Customs processes vary by country and may cause delays beyond our control.

• To minimise disruption, we provide all necessary documentation and work with global courier partners.

Eco-Friendly Shipping

We are committed to sustainable practices. That’s why our packaging uses biodegradable, recyclable, or reusable materials wherever possible. We are also working towards a carbon-neutral shipping program in the future.

Order Changes & Address Accuracy

• Please ensure your shipping details are correct. We cannot be responsible for delays or lost items due to incorrect addresses.

• Orders may be modified or cancelled within 12 hours of purchase. After this, the order may already be in processing.

Future Commitment

As we grow, Lucy & Phil will continue to improve shipping by:

• Expanding same-day delivery in select regions.

• Offering more eco-friendly packaging options.

• Building a global distribution network for faster international deliveries.

Contact Us

Our customer care team is here to help with any shipping questions or concerns.
📧 support@lucyandphil.co.uk | 📞 +44 (0) 7901 098662

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