Delivery, tracking, customs and duties
How we send UK and international orders, and why there is nothing to pay when your parcel arrives
In the UK
UK delivery is free on orders over £45, sent with Royal Mail 48.
Below £45 there is a delivery charge, and you will see it in your total at checkout before you pay.
International
International orders are sent with FedEx.
Customs and import duties
This is the question we are asked most about international orders, and the answer is a good one.
Any customs charges and import duties are worked out and paid at checkout, based on the country you are shipping to. You will see them in your total before you pay.
That means there is nothing further to pay when your parcel arrives. No surprise bill from the courier, and no parcel held until you settle something.
If a courier ever does ask you for a payment on one of our parcels, please do not pay it. Email us at hello@lucyandlolashop.com with your order number and a photo of what you have been sent, and we will sort it out.
Tracking
You will get an email with tracking as soon as your parcel is on its way. It is worth checking your spam folder if you are expecting it and it has not appeared.
Tracking can take a little while to start updating after you receive it, which is normal and does not mean anything has gone wrong.
If your parcel has not arrived
Email hello@lucyandlolashop.com with your order number.
If tracking says delivered but nothing has turned up, it is worth checking with neighbours and around your property first, as parcels are often left somewhere safe. Then tell us what tracking says and we will take it from there.