Shipping Policy
Updated August 2026
Where we ship from
Every parcel leaves from Germany. Domestic German orders travel with Hermes; every other destination is handled by DHL.
Order processing
Orders are packed and handed to the carrier within 1–2 working days of confirmed payment. Orders placed at weekends or on public holidays go out on the next working day.
Estimated transit times
Germany (Hermes): 2–4 working days. Austria, Belgium, Netherlands, Luxembourg, France, Denmark, Czechia, Poland, Slovakia, Slovenia, Italy, Hungary (DHL): 3–6 working days. Spain, Portugal, Sweden, Finland, Ireland, Greece, Croatia, Romania, Bulgaria, Estonia, Latvia, Lithuania, Malta, Cyprus (DHL): 5–9 working days. United Kingdom and Norway (DHL): 6–10 working days, plus customs clearance. Bosnia and Herzegovina (DHL): 10–12 working days, plus customs clearance.
Estimates, not guarantees
These windows are published carrier estimates for normal transit. Once a parcel is handed over, transit time is outside our control. We are not liable for delays caused by the carrier, customs inspection, weather, industrial action or other events beyond our control. A carrier delay is not grounds for cancelling a dispatched order, but we will always pursue the claim with the carrier on your behalf.
Customs and import charges
Shipments leaving the EU customs area (Bosnia and Herzegovina, United Kingdom, Norway) may attract customs duty, import VAT or a handling fee. These amounts are set and collected by the destination country's authorities, are not included in the order total, and are payable by the customer.
Address accuracy
The customer is responsible for the address entered at checkout. If a parcel is returned because the address was wrong or incomplete, because it was not collected, or because import charges were refused, the cost of re-shipping is borne by the customer.
Tracking
Where tracking is available we email the number as soon as the parcel is scanned. Customers in Bosnia and Herzegovina receive a dispatch confirmation without a tracking number, together with the 10–12 working day estimate.
Damaged or lost parcels
Report damage or a missing parcel to hello@liliumbrand.com no later than 14 days after the expected delivery date, with photos of the packaging where possible. We will open a trace or claim with the carrier and keep you informed of the outcome.
Returns and withdrawal
Return, refund and statutory right-of-withdrawal rules are set out on the Returns & Refunds page.