Welcome to lilycuddles!

Terms & Conditions

Use of this website

By purchasing from lilycuddles you agree to be bound by our terms & conditions.

Changes to terms and conditions

Lilycuddles reserves the right to update or modify these terms & conditions at any time without prior notice. Your use of this website following any such changes constitutes your agreement to follow and be bound by the terms and conditions changed. For this reason we encourage you to review these terms and conditions whenever you use this website

Product specifications

All our products conform and are sold to British and or EC specifications. If you are purchasing for use outside the EC please check to ensure the product meets that country’s safety standards and legislation before purchase.

V.A.T is included at the prevailing rate.

Colours

While every care has been taken to display as accurately as possible the colours of the products shown on this website, due to the nature and limitations of monitors and printers we cannot guarantee your view of the colour is accurate. Customers should satisfy themselves of the exact colours by viewing the actual product or by reference to the brochures etc. prior to purchase.

Coordinating accessories may vary in tone and or shade; this is intrinsic to the manufacturing process. Wooden furniture including cots, cribs and other nursery furniture may vary in grain and shade from piece to piece and these inconsistencies are intrinsic to natural wooden items.

Copyright notice

All the content on the lilycuddles website is subject to trademark, copyright and/or other intellectual property rights. The content of this website, and the site as a whole, is intended solely for personal, non-commercial use by the users of our site. You may download, print and store selected portions of the content, provided you (1) only use these copies of the content for your own personal, non–commercial use, (2) do not copy or post the content on any network computer or broadcast the content in any media, and (3) do not modify or alter the content in any way, or delete or change any copyright or trademark notice.

Except as noted above, you may not copy, download, reproduce, modify, publish, distribute, transmit, transfer or create derivative works from the content without first obtaining written permission from lilycuddles.

Errors and content mistakes

While we strive to provide an error-free website, the information on this website may contain typographical errors or inaccuracies. We cannot guarantee that all contents herein are 100% accurate and/or complete, including prices, product information, production specifications and product compatibility.  As such we reserve the right to correct errors in prices as they are discovered, revoke any stated offers and otherwise correct any errors, inaccuracies, or omissions. The right extends to orders that have already been submitted and accepted by our website. Your statutory rights are reserved.

Ordering, Return, Exchange and Refund policy

Your order confirmation from us does not signify our acceptance of your order. We reserve the right to accept or decline your order at any time after receipt of your order for any reason. If your credit/debit card has already been charged for the purchase and your order is cancelled, we shall immediately issue a credit to the credit/debit card used in the order for the amount charged. Certain orders placed must obtain our pre-approval with an acceptable method of payment, as established by our sales department. We may require additional verifications or information before processing and shipping any orders, which in turn may delay your order.

All goods must be inspected as to satisfactory quality and any shortages or damage in transit (packaging showing signs of damage in transit must be signed ‘box damaged’) along with any defects must be reported initially by telephone to lilycuddles within 48 hours of receipt and then by  e-mail returns@lilycuddles.co.uk. Any claim for damage after this period will not be accepted.  If your purchase is found to be damaged or defective upon receipt we will arrange collection, replacement or a full refund.

Hassle-Free Return Policy

N.B. For Christmas 2018, items purchased between up until 25 December can be returned up until 31 January 2019, subject to all other terms and conditions of our Returns Policy.

We are happy to refund or exchange any product* returned within 30 days of purchase (excluding delivery charges), as long as it is returned in its original state, unused and in original packaging. Proof of purchase is required.

*Exclusions - toiletries, and personal products such as breast pads and nappies, briefs and products that have been personalised, software, DVD's, food (including formula milk), TENS machines, gift vouchers, gift cards and opened mattresses, If any products are returned that were part of a multi-buy promotion then all items must be returned.

*This does not affect your rights if the product is faulty or misdescribed.

How to Request a Return

You must also notify us in writing or via telephone within 30 days of receipt . To request a return, email us at returns@lilycuddles.co.uk or call us on 0333 014 5808; please make sure to provide your name, order number, the product description and the reason for return.

Once your return is authorised we will provide you with an email including all of the information you need to get your return back to us.

Please note:

We do not accept returns without a Returns Identification Number. Please follow the steps above to obtain a RIN before sending us your item(s). We cannot accept responsibility for Returns until they arrive safely in our warehouse.  We recommend the item is insured if returning yourself.  Upon return and inspection you will receive a full credit.  Please note you have a statutory duty to take care of goods that are returned to us we therefore recommend they are carefully packed to avoid any damage in transit.  Please use clear tape when securing, do not use ‘gaffer tape’ as this cannot be cleanly removed.  If a collection is scheduled and you are not at home as arranged you will be charged £12.95 for the aborted collection.  It is recommended that the original packaging be retained in case you need to return the product for service in the unlikely event a fault develops.  This does not affect your statutory rights.

It may take up to 14 days from receipt in our warehouse for each individual return to be processed. We will only refund the reasonable cost of transit/postage (up to £5.99) where the return was due to an error on our part.

Replacement

Once replacement has taken place, we will endeavour to deliver your product back to you. If delivery is unsuccessful and returned to us, we will hold this product for 3 months from date of return. After this period, the item may be destroyed.

Tutti Bambini Furnitures*

You can request to return an item within 28 days of delivery providing the item is in its original packaging and in pristine condition, by emailing returns@lilycuddles.co.uk.
The following charges will apply dependant on the original delivery method:

  • Flat pack deliveries - £25.00
  • Two man deliveries - £50.00
  • Assembled room sets - £150.00

*This does not affect your statutory right.

Cancellation rights/acceptance of goods

You have a cooling off period of 30 working days (28 days for Tutti Bambini furnitures, 14days for other furnitures) from receipt of goods to enable you to decide if the goods ordered are as expected, during which time you may cancel the order in writing or via telephone. E-mail returns@lilycuddles.co.uk or call 0333 014 5808 to obtain a Returns Identification Number. If you do wish to cancel, the goods must be returned unused and in a resaleable condition. Please note that with wheeled goods if wheels/tyres are marked we reserve the right to refuse a refund.

You will be responsible for the cost of the safe return of the product to us or we can collect at a cost per parcel*. Please note you have a statutory duty to take care of goods that are returned to us we therefore recommend they are carefully packed to avoid any damage in transit. Please use clear tape when securing, do not use ‘gaffer tape’ as this cannot be cleanly removed.

Please ensure you insure the product if you return yourself. If a collection is scheduled and you are not home as arranged you will be charged £12.95 for the aborted collection. On the safe return of the goods a full refund less return charges will be given after inspection.

Please note that you cannot cancel under these terms if you have used the goods. All goods must be inspected as to satisfactory quality, and any shortage or damage in transit (goods showing signs of transit damage must be signed 'box damaged') along with any defects must be reported to lilycuddles.co.uk initially by telephone within 48 hours of receipt and then by durable medium e-mail returns@lilycuddles.co.uk. No claims for damage will be accepted after this period.

Supplier instructions & warranties

The buyer is responsible for ensuring that proper and correct operating instructions supplied with all goods sold are clearly adhered to. This also includes correct care and maintenance in accordance with the manufacturer’s instructions. The buyer consequently accepts full responsibility and fully indemnifies the company for any damages or consequential loss and all costs, liabilities, demands and expenses caused by misuse or lack of understanding of the product by the user.  If instructions happen to be missing please contact us immediately prior to using the product. Some instructions may be available on the manufacturer’s websites. Occasionally suppliers may change specification prior to reprinting instruction manuals, if you are unsure please contact the manufacturer for more information.

Complaints or failure in guarantee period (UK customers only)

All returns are processed through the retailer and not the manufacturer; please contact us regarding any after sales issues.  We endeavor to offer an impartial returns procedure for the benefit of all parties. To enable us to process your claim as efficiently as possible please follow this procedure, failure to follow this procedure could result in delays in processing your claim or return.

In the first instance contact our returns department on returns@lilycuddles.co.uk or write to us with the following information:

Order Number

Name (Person who placed the order)

Contact telephone number.

Date of Purchase

Faulty Item (Product description)

Details of Fault (Description of fault)

If possible digital photos could also be sent to help identify the problem.

We will then, depending on the issue, either contact you to discuss the matter further or issue you with a returns identification number. Please note returns sent back without an identification number may be refused or could result in delays in processing.

If it is felt that the goods need to be returned for inspection you will need to do the following:

Box the item ready for collection. It is wise to retain the original packaging for this purpose. Our shipping company will not collect items which are not properly packaged

Contact us at returns@lilycuddles.co.uk to arrange collection. Please book your collection at least 48hours in advance and between Monday – Friday. Collections are usually made during the afternoon via our courier. Please allow at least a 4 hour window when you will be available. If a collection is scheduled and you are not home as arranged you will be charged a £12.95 for the aborted collection.

Please include your Returns Identification Number, proof of purchase and a description of the fault.

Please note we are unable to offer a loan or replacement product while your return is being inspected or repaired. Proof of purchase must accompany any warranty claim. Most nursery items come with a 6 months guarantee; however some products come with a 12 months guarantee or more. Check your instruction guide or warranty book for more information. This does not affect your statutory rights. If a fault develops within the guarantee period, we will arrange collection and inspection. If the failure is confirmed to be due to a manufacturing fault we will arrange repair, or replacement if the repair is uneconomical.

In the event of a dispute as to the cause of the failure the product will be sent to the manufacturer who will establish if the fault is covered by the manufacturer’s warranty.  In the event the manufacturer identifies the fault is due to fair wear and tear, damage or misuse you will be liable for all carriage costs and any repair costs if you wish the product to be repaired.  All returned product must be carefully packed in cardboard. It is wise to retain original cartons for this purpose. If a collection is scheduled and you are not home as arranged you will be charged £10.00 for the aborted collection.

*Some wooden furniture carries an additional carriage charge which will be highlighted at checkout. This does not affect your statutory right.

Shipping and handling

lilycuddles reserves the right to increase shipping costs for exceptional orders/items. You will be contacted and given the option to cancel your order if you do not wish to pay the extra shipping charge.  On occasion we may ship from multiple warehouses depending on the items ordered. In this circumstance your items may arrive on separate consignment numbers and arrive at different times. However we calculate your shipping based on your complete order.

Should our carriers attempt to make a delivery when you are not home, they will leave a card with consignment details along with the contact details of your local depot so you may arrange re-delivery on a suitable day or arrange collection from the depot. You will be given ample opportunity to respond to the carrier, if you do not respond to the calling card the goods will be returned back to us. There will be a return to sender charge incurred currently £13.95 per parcel*.  If you do not receive your order or have not been contacted by us within 4 working days please contact us to track your order.

Delivery schedule

We aim to dispatch 100% of orders received before 14:00 pm the same day. Any errors found on orders, for example address details or payment details may delay your order. We cannot be held responsible for delays due to inaccuracies. We may require additional verifications or information before processing and shipping any orders, which in turn may delay your order. For our standard delivery timescale please see table above. For our express delivery please allow 1-2 days. In both cases we regret we cannot guarantee delivery service or times. In the rare event that the carrier fails to deliver within the specified time, 7 days must be allowed for the consignment to be located. If the delivery time falls outside 14 days from order you will be entitled to cancel. From time to time we may use more than one carrier for your order; in this case parts of order may arrive at different times.

For orders that result in a failed delivery due to no one being able to sign for delivery or for orders that are returned to sender, a £13.95 carriage charge per parcel will be applied*

Back orders

If your item is not in stock, we will back order for you. You will need to select pre-order and make payment as you would for an item in stock.  You will always be emailed with the option to cancel your order if you would rather not wait.  All orders accepted subject to availability.

Split Deliveries/Separate Couriers

Please note in some cases your order may be sent in more than 1 parcel and/or via seperate couriers. If you do not receive everything you were expecting in your delivery, please wait a further 2 working days before contacting us as the goods will be in transit.

Delivery exclusions

Please note that at present we are unable to deliver items outside the United Kingdom.

Please see the product detail page for the delivery lead times.  Our standard Free Delivery and Express Delivery Services excludes deliveries to the Scottish Highlands, Northern Ireland, Isle of Man and the Channel Islands (Jersey & Guernsey).  Deliveries to these areas are charged at £13.95 per parcel. You will need to select the applicable option at checkout.  Selection of the wrong delivery method for you region could result in a delayed order.

When Will I Receive My Order?

All deliveries are subject to stock availability and credit card authorisation but also that you are available to accept the delivery. Please see below for a breakdown of when you can expect to receive your delivery:

Orders Successfully Placed Before 2.00pm Monday to Friday are despatched on the same day and delivered within 2-5 working days using our Standard Free Delivery Service.

Orders Successfully Placed Before 2.00pm Monday to Friday are despatched on the same day and delivered within 1 working day using our Express Delivery Service.

Orders after 2.00pm will be despatched the following working day.

Weekend Orders (Saturday/ Sunday) are Despatched on the next working day.

*Please Note the Above applies to UK Mainland Deliveries Only.  Please allow an additional day for deliveries to Northern Ireland, Scottish Highlands & Islands and 2 additional days for deliveries to Jersey & Guernsey.

*For delivery before christmas, your orders must be placed by 2PM on 21 December 2018.  Any orders placed after this time and date will not be delivered until after christmas. Please note that orders delivered using our standard FREE Delivery Service cannot be guaranteed for delivery before Christmas. Therefore, to ensure delivery in time for christmas, we will suggest you choose our Express Delivery Service and place your order by 2PM on 21 December 2018.

Contacting Us

If you need to reach us, please E-mail us at sales@lilycuddles.co.uk, alternatively, call our Customer Service Team on 0333 014 5808, or Email at customer.services@lilycuddles.co.uk.  Calls charged at standard rate.  For all returns issues please contact returns@lilycuddles.co.uk.  Alternatively write to us at:

35 Blakemore Park

Atherton

Manchester

M46 0EY.

 

Limited company information

lilycuddles is a trading name of FGLR Resources Limited.

Registered Office: 35 Blakemore, Atherton, Manchester, M46 0EY. Registered in England.

Company registration number 8935541. VAT No. GB217331044