Terms & conditions
We aim to give 100% satisfaction both in the quality of our products and service. We hope that any questions you might have can be answered by following the links, but if not please get in touch.
If you have a question, please check our frequently asked questions section. If you don't find an answer and you need to contact us, there are a number of options. Just use our contact form or send an email to help@lilasparty.co.uk. Alternatively, you call on 0772 232 0862.
Our address is:
PO Box 161
Jarrow
Tyne & Wear
NE31 9AD
Ordering & Payment
You can have complete confidence in ordering from our site as the payment processing is handled by one of the largest online payment facilitators, Protx.
We accept Visa, Mastercard, Switch, Maestro & American Express.
After ordering, we will always send you an acknowledgement e-mail, confirming the successful receipt of your order. This will contain order details, delivery schedule and act as an electronic recieipt for your records.
Security
All online purchases made at Lila’s Party are made in a safe and secure environment to give the best protection to our customers.
Lila’s Party website uses Protx to take online payment for total piece of mind. Protx has just achieved the highest level of compliance under the Payment Card Industry Data Security Standard (PCI) and adhere to the most stringent levels of fraud screening, ensuring the security of online purchases and customer details. All sensitive data is encrypted to the same internationally recognised standard as used by the US Government and regularly audited by the banking sector.
Privacy
You are free to browse this site without disclosing any personal information. When requested for personal information when ordering or joining our guest list you can specify how we can use this information. With permission we will add you to our mailing list which periodically sends out special offers and news about our products.
All of the information we collect is stored in accordance with the Data Protection Act.
By joining the mailing list (Lila’s Guest List) you must consent to receiving offers and updates via e-mail. These will contain advertising about goods that we think may be of interest to you.
At no point without further consent will your details be passed onto third parties.
To remove yourself from the mailing list, you can either send an e-mail from the address in question to unsubscribe@lilasparty.co.uk or call 0772 232 0862
To help us understand how our e-mails are viewed, we track which e-mails have been opened and in what format the receiver can view this in.
In order to better tailor our service to you, we may set a cookie on your browser to see what links you are following within our website. This will enable us to see what interests you about our website and therefore help send more appropriate information in the future. This information will not be disclosed to third parties. If you wish to disable this, you can change the cookie settings in your browser options.
Delivery
The charge for standard delivery is £2.75 for UK mainland or free for orders more than £40.00.
You should receive your delivery within 5-7 working days of placing your order.
Standard delivery to the Channel Islands is £9.95.
Express delivery available for UK mainland customers only, is charged at £7.95. Orders placed by 12.00 midday will be delivered the following day, Monday-Thursday. Orders placed before midday on Friday will be delivered the following Monday. All orders placed over the weekend will be delivered on the following Tuesday.
We are currently unable to deliver to the US & Canada.
The cost of delivery will be added to your Order Total before your payment card details.
Any customs or import duties levied once your parcel reaches your country will be the responsibility of the customer. We have no control over these charges, so unfortunately cannot predict what they will be.
Please note that Lila’s Party shall not be liable for any loss or damage arising directly or indirectly as a result of the delivery of the goods being prevented or delayed, or any of our obligations not being performed for reasons beyond the control of Lila’s Party, or from any acts of third parties.
In the unlikely event that you think your parcel has not arrived please contact us as soon as possible to enable us to look in to the matter for you.
Returns & Exchanges/Refunds
We are sure that you will be delighted with your purchase. If you are not completely satisfied, you may return your goods within 14 days for an exchange or full refund. Any returns must be in a saleable condition.
When returning the goods via the Post Office, always request proof of posting so that you can claim if the goods are lost in transit. If the goods are faulty, we will take responsibility for the cost of postage, otherwise it will be at the sender’s cost.
Copyright
All product designs and images are the property of Lila’s Party. They should not be reproduced or used without permission.
Health and Safety
Due to the hand-finishing of our cards and the decorative purposes of many of our products they are to be kept out of reach of small children. For full details please read and retain for future reference our health and safety leaflet, a copy of which will arrive with your order.
FAQ's
Q. How can I log in to my account as I’ve forgotten my password?
Passwords are case sensitive so this is important to bear in mind. If you have forgotten your password, then you can get a reminder sent to the e-mail address that you have registered with by following the link "forgotten your password?” on the login screen. If this still doesn’t solve the problem, please email help@lilasparty.co.uk
Q. Can I make an amendment or cancel an order that I have placed?
Any changes that you require to be made must be communicated through on the day of purchase. Express deliveries are dispatched the following morning and we cannot make any changes once the item has been sent. For standard delivery items, it may be possible to change the order after the day of purchase. For any changes, please e-mail orders@lilasparty.co.uk or use the link supplied in the customer orders area.
Q. What happens if I want to order a product currently out of stock?
We will let you know when the item is due to be in stock and give you priority when ordering.
Q. How do I order a box in a quantity not offered on the website?
We do offer bespoke size boxes for orders that are in excess of our largest size box. If you require a quote, follow the link from the product page ‘For larger quantities, please contact us’. Once we receive your requirements, we will contact you with a price. If you wish to purchase the bespoke box then you can enter the ‘Customised Order Number’ you receive by again following the ‘For larger quantities…’ link. This code can only be used once by the customer in question.
Q. How do I use a promotion code?
Simply click on "view basket" and from there you will be given a list of all the products you have put in your basket. Underneath that list is a box where you can enter the promotion code. Type in the promotion code and then click "apply." You will then see the discount applied to your order total.
Q. Why isn’t my promotion code working when I click "apply"?
Most offer codes come with restrictions, whether it be a minimum spend or an expiry date that has passed making the offer no longer valid. If you do feel that you have a valid promotion code that isn’t working then please email help@lilasparty.co.uk
Q. How long will my order take to be delivered?
Standard delivery to the mainland UK usually takes around 3-5 working days, and the Scottish Highlands, Northern Ireland, Isle of Man and Channel Islands around 5 working days but please allow 7 working days before contacting us.
Q. Can I track my order online?
Yes. Simply log in to your account and click on "order history". From there you will be able to view any orders you have placed and also check its current status.
Q. What happens if my order hasn’t arrived within the time you allow?
If you haven’t received your order within working 7 days, please email orders@lilasparty.co.uk and we will contact our couriers to find out the latest situation – this may take up to 3 days to receive a response
Q. Do you have an express delivery service?
Yes, we offer a delivery service that takes 1-3 workings days and is charged at £9.95. Most orders placed before midday Monday-Thursday will be delivered the next day. Any orders placed on a Saturday or after midday on any other day will usually arrive within 2 working days.
Q. How do I return an item?
Complete the refunds and exchanges form which is on the invoice you will have received with the delivery. Then return the item(s) within 28 days for a full refund or exchange as required. Please note that any items returned must be in an unused condition along with any original packaging. This does not affect your statutory rights. We also advise that for your own protection, customers always obtain a proof of postage when returning items. This will enable you to claim from the Post Office in the event of a loss. Alternatively, if the item(s) you are returning are faulty, please email us at help@lilasparty.co.uk and we will provide further information.
Q. Do I have to pay to return items?
Yes unless the items are faulty in which case we will cover the cost of the return.
Q. How long does it take for a return to be processed and a refund applied back to my card?
Please allow up to 2 weeks for us to receive your item(s) back and to apply a refund. You will then receive email confirmation back that a refund has been applied and the amount will show in your bank or building society account between 3-5 working days later.
Q. How long have I got to return an item?
We are sure you will be delighted with your purchase. However, if you are not completely satisfied, you may return your goods within 14 days with your receipt, for an exchange or full refund (this does not include the original postage charge.) Unless faulty, returned goods must also be in an unused condition and in their original packaging. This does not affect your statutory rights.