How Can We Help?

Simply add your chosen items to your basket and proceed to checkout. You'll receive an order confirmation email once your purchase is complete.

No—guest checkout is available. However, creating an account gives you access to order history, faster checkout, and exclusive offers.

Yes—if your order hasn't been dispatched yet. Please contact us as soon as possible and we'll be happy to assist.

Pre-order items will clearly show estimated availability on the product page. Once the item is back in stock, we'll dispatch it following the timeline shown.

If Click & Collect is available for your item, you'll see this option at checkout. We'll email you when your order is ready to collect.

We accept all major payment methods, including:

• Visa, Mastercard & American Express
• PayPal
• Klarna (Pay in 3 / Pay Later – subject to eligibility)
• Apple Pay & Google Pay

Absolutely. Our checkout is fully encrypted and PCI-compliant to keep your information safe.

Yes—we partner with Klarna and Shopify Pay to offer flexible payment options at checkout. We also have our CuddleCare Payment Plan for in-store only purchases

Your order confirmation email serves as your receipt. If you require a VAT invoice, please contact our team.

We provide a range of delivery services to suit your needs, including:

• Standard Delivery
• Express Delivery
• Saturday Delivery
• Specialist Furniture Delivery (for larger nursery items)

Available delivery options will be shown at checkout based on your order.

Our delivery rates are:

• Free Standard Delivery on orders over £75
• Standard Delivery (under £75): £4.95
• Express Delivery: £6.95
• Saturday Delivery: £19.95
• Furniture Delivery: £25 (automatically calculated at checkout)

Delivery time depends on the type of item ordered:

In-Stock Items

• Standard Delivery: 2–5 working days
• Express Delivery: 1–2 working days
• Saturday Delivery: Delivered by 1pm on Saturday (order by 2pm Friday)

Direct Dispatch Items (sent from the manufacturer)

• Standard Delivery: 7–14 working days
• Express & Saturday delivery: Not available

Furniture

• Chairs, Cot Beds, Changers & Wardrobes: 5–10 working days
• Nursery Room Sets: 10–14 working days

All estimated lead times are also listed on each product page.

We partner with trusted couriers, including:

• DPD and EVRi for standard parcels
• Dedicated furniture couriers for larger nursery items

Tracking details are emailed once your order has been dispatched.

Once your order leaves our warehouse or the manufacturer, you'll receive a tracking link via email so you can follow your parcel every step of the way.

• In-stock orders are dispatched within 24–48 hours.
• Express and Saturday Delivery orders must be placed before 2pm (Mon–Fri) to be dispatched the same working day.
• Orders placed after 2pm, or after 2pm on Fridays, are dispatched on the next working day.

At the moment, lilycuddles delivers within the UK only.

If your order hasn't been dispatched yet, we'll be happy to help update your delivery address. Please note that we will only deliver to the billing address. Contact our customer care team as soon as possible.

Our couriers may:

• Leave your parcel in a safe place
• Deliver to a neighbour
• Attempt redelivery

depending on the courier's policy and your delivery preferences.

If your order includes items with different lead times or items dispatched directly from the manufacturer, your order may arrive in separate parcels. Don't worry—you'll receive tracking for each shipment.

While most orders arrive on time, delays can occasionally occur. Please wait for the estimated delivery window to pass, then contact our customer care team and we'll be happy to help track your parcel.

We're here to help! Please contact us within 48 hours of delivery with:

• Your order number
• Photos of the damage

Our team will resolve the issue as quickly as possible.

If something isn't right, let us know straight away. We'll arrange a replacement or collection and make it right for you.

If your order contains a pre-order item, your entire order may be held until all items are ready to ship. If split shipping is available, it will be shown at checkout.

We currently do not offer an assembly service. All furniture products are delivered flat-packed with clear assembly instructions.

We accept returns within 30 days of delivery for most items, provided they meet the following conditions:

• Unused
• Unopened
• In original packaging
• In resalable condition

This helps us ensure all baby products remain safe, hygienic, and of the highest quality for all customers.

Yes, for safety and hygiene reasons, certain products cannot be returned unless faulty. These typically include:

• Mattresses
• Bedding
• Personal care items
• Breast pumps and accessories
• Car seats (if opened or used)
• Any item where packaging has been opened or seals have been broken

If an item is non-returnable, this will be clearly noted on the product page.

If you would like to exchange an item, the quickest way is:

1. Return the unwanted item following our standard returns process.
2. Place a new order for the item you wish to receive.

This ensures you get your new item as soon as possible and prevents stock from selling out while an exchange is processed.

If your item arrives damaged or develops a fault:

• Please contact us within 48 hours for damaged items, or as soon as you notice a fault.
• Provide your order number and photos or videos showing the issue.
• We will arrange a replacement, repair, or refund depending on the situation and manufacturer guidelines.

We're committed to resolving issues quickly and ensuring your lilycuddles experience is smooth and stress-free.

• Change of mind: The customer is responsible for return shipping costs.
• Faulty, damaged, or incorrect item: We will cover the cost and arrange a free return label or collection.

To arrange a return, please contact our Customer Care team via email (sales@lilycuddles.co.uk) or telephone (0333 014 5808) with:

• Your order number
• The item(s) you wish to return
• The reason for return

We'll guide you through the next steps and provide return instructions.

Once your returned item is received and inspected, refunds are typically processed within 5–10 working days. Processing times may vary slightly depending on your bank or payment provider.

Yes! Visit our lilycuddles showroom where you can see products in person, receive expert advice, and try out prams, car seats, and nursery furniture.

Absolutely—our team is trained to help you test products safely and confidently.

Yes. We can assist with car seat installation guidance in-store to help ensure safe and correct setup.

If Click & Collect is available, the option will appear at checkout. You'll be notified when your order is ready.

Yes—lilycuddles is an official stockist for all brands we sell. All products come with a manufacturer's warranty.

We do our best to ensure accurate images, but colours may vary slightly due to screen settings. Visit our store if you want to view items in person.

We don't currently offer assembly services, but all furniture arrives with clear instructions.

Click the account icon on our website and follow the instructions. It only takes a few minutes.

Use the "Forgot Password" link on the login page to reset it.

You can reach us via:

• Live chat
• Email
• Phone
• Our Contact Us page

We aim to respond quickly during our opening hours.

Yes—if you find the same item cheaper at another authorised UK retailer, we'll do our best to match it. Visit our Price Match Promise page for terms and how to submit a request.

We only match prices from:

• Reputable UK-based retailers
• Official stockists of the brand

We cannot match marketplace sellers, online-only discount sites, resellers, eBay, Amazon, or similar platforms.

For a price match, the following must be met:

• Like-for-Like Product: Same brand, model, colour, specification, and packaging. Price must include delivery costs.
• In-Stock & Ready to Deliver: The product must be in stock with the competitor and available for immediate dispatch.
• Condition: Brand new, unused, in original sealed packaging (not ex-display, refurbished, or clearance).
• Verifiable: We must be able to verify the competitor's price and availability.

If you've spotted a better price, simply:

• Complete our Price Match Request Form, or
• Contact us via live chat or telephone

Our team will review your request and get back to you as quickly as possible during our opening hours.