FAQ's
General Questions
You can create a new customer account on the checkout screen.
We deliver items around the world using our trusted delivery partner, Royal Mail, to the following locations:
On your shopping basket, please click ‘calculate delivery’ to see the price for your required location.
After your payment is authorised and verified, we usually process your order within 48hrs. This doesn’t include weekends or holidays. In the event that an item in your order is unavailable, the processing time may vary, and we will contact you as soon as we are aware.
Items will not be delivered on public holidays. Post-processing, we use the Royal Mail for all shipping and the usual estimated delivery times are as follows:
- UK: 2-3 working days
- Europe: 3-5 working days
- International: 6-7 working days
All orders are processed from Radstock, United Kingdom. Estimated delivery times are to be used as a guide only. We will not be held accountable for any delivery delay caused by the country’s customs clearance process and are unable to redirect orders once dispatched.
Anyone at the delivery address who receives the goods will be presumed by Lilley’s Vinyl to be authorised to receive the goods. Delivery charges include packing, delivery and insurance.
You can track the progress of your order by clicking here, or via ‘Order Tracking’ on the menu.
You can change your password, as well as update your details, by pressing the icon of the person on the main menu, or by selecting ‘My Account’ link on the top menu, or by clicking here.
Once you’ve logged in, you can click here to access the addresses section of your account and update or add a new delivery address.
You can change your saved payment methods via the ‘My Account’ screen, or by clicking this link.
Payment & Terms
We reserve the right to accept or reject orders placed with us. If we reject an order, we will let you know why within 5 business days and refund any money that you have paid us. Although we make every effort to keep sufficient stock of items listed on the Website, occasionally we encounter unforeseen supply problems or sell out of certain products due to unexpected demand. If we are out of stock of an item that you have ordered, you will be notified by email. Refunds for out of stock items will be processed as quickly as possible but may take up to three to five business days. Sale items are only available at the sale price during the relevant sale period.
If for any reason you are not completely satisfied with your online purchase, please contact us here within 5 days of receiving your goods, and we will issue you with a returns number. Lilley’s Vinyl will offer you either an exchange, credit note or refund, depending on the reason for the return.
Items that are damaged as a result of wear and tear are not considered to be faulty. It is at the discretion of Lilley’s Vinyl to determine fault. If you would like to return a faulty item, follow the standard returns process. Upon accepting the fault of the product, firstly we have the option to repair the fault or replace for the exact product. If we cannot repair or replace you will receive a full refund including your original postage. Unfortunately, any levies in the destination country are non-refundable.
