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Placing an Order

How to place an order
 
Quite easy as changing a nappy. Just browse through our range of products or simply use the search button on the homepage to find your desired product. Check and read through the product details, add the product to basket, checkout and make payment, sit back, relax and wait for your items to turn up at your door.
 
I am getting errors on the checkout page, can you help?

If you are getting errors on the checkout page, take a look at the fields highlighted in red and correct them. Most common problem could be caused by:

  • Postcode - This needs to be a valid UK postcode (e.g. XX12 5XX).
  • Email Address - Please check you have put the email address and not the telephone number in this field.
  • Required fields - The fields with a '*' at the end, must be filled in.
What payment options do you have available
 
As part of our committment to ensuring a smooth and enjoyable shopping experience, we have made available a number of payment options for our customers. Once you are satisfied with the items you have added to yoour basket, you will have the following payment options available to you:
  • Express checkout using paypal - You can make payment using you paypal account (if you are already registered with paypal)
  • Payment via Debit or Credit Card - Make payments securely using your Credit or Debit Card
  • Part payment - You know what you want, but baby is busy playing uno in the belly pool? don't worry, our flexible part payment option allows you to make part payments for your item at your own pace. Once the full payment has been received, your order will be sent out to you. 
  • 0% interest Pay later option- Click here for more details.
I am experiencing problems with my payment online, can you help?
 
If you experience difficulties with your payment please check the following:
  • The name on the card must be the same as that written on the card.
  • The address and postcode must be the address that the card is registered to and be identical to your bank statement.
  • The card must be a UK registered card.
  • Funds need to be available when processing the payment.
If you are still experiencing difficulties after correcting the above, please select a different payment method or contact your bank to check the above.
 
I am unsure if my order/payment was successful?
 
If you are unsure if your order/payment was successful, please check if you have received an order confirmation via email. If you do not receive an email from us to confirm your order, please contact us with your name, invoice and delivery postcode and we will check for you.
 
Can I place an order over the telephone?
 
No. Due to the increase in telephone fraud, we are currently unable to accept orders over the telephone where the online purchase option is available.
 
How do I report an error on the website?
 
If reporting an error found on our website, please contact us with the details via email, or the live chat and our agents will look into it. 
 
During checkout, I am being charged delivery, is this correct?
 
To find out when delivery is charged, please view our Delivery Charges information page.
 
Do you deliver outside the UK?
 
Yes. However, this only applies to selected items.
 
My Voucher Code is not working
 
On the first checkout page, you can key your voucher code at the top of the screen. If your voucher code is not accepted, please check the following:
  • Ensure you use lower case and upper case letters correctly.
  • Check if the voucher code is a 'i' or a '1'
  • Check if there are any exceptions. Voucher codes can not be used in conjunction with another offer.
  • Only one voucher code will be accepted at any one time.

If after checking the above, the issue still persists, please contact us with the following information:

  • The voucher code.
  • What product(s) you are purchasing.
  • Voucher code origin

How do I submit a price match on a product?

To find out how to submit a price match, visit our Price Match information by clickiing here. 
 
Why has my price match been rejected?
 
To find out why a price match has been rejected, please refer to your email which will state the reason and check our price match terms and conditions.
 
Why haven't I received my email order confirmation?

Your email order confirmation is sent immediately following payment. If you have not received this email, please firstly check your inbox followed by your spam folder. If email still not found, please sign onto the Track your Order section and check you have keyed the email address in correctly. You will also find our contact details within this section where you can contact us regarding your problem.

PLEASE NOTE: If you do not receive an email confirming your order, then please check your Spam/Junk folders in your email facility and also please ensure our email address (sales@lilycuddles.co.uk) is on your safe-senders list.

If using a hotmail.com address and your order confirmation email is not received within 10 minutes of your order, please check the following steps;

  • Check the folder called Junk in Hotmail
  • You should find our order confirmation in there. If so, please click the "Wait, its safe!" link in the Microsoft SmartScreen section.
  • This should now ensure all future emails arrive safely with you

Security Checks

Various security checks are carried out when placing an order. If your invoice address is flagged as not matching your card registered address or if you choose to have your items delivered to a different delivery address to your card registered address, your order will be sent through to our fraud department for further security checks and your order will be put on hold. You can check if your order is being screened by checking on the Track your Order page and looking at the Notes section.

To help speed up the release of your order, please contact us via the Track your Order section with a landline telephone number for us to perform the security checks with you. Please ensure you quote your order number.

My order has been cancelled as it did not pass the security checks, why?

You order will have been rejected due to insufficient or incorrect data being submitted. Pleae are not able to inform you of the exact reason why your order has been cancelled.