We've Got Answers
Frequently Asked Questions
Everything you need to know about shopping with Lippy UK
Common purchase queries answered
Orders and Shipping
How long does it take for me to receive my order?
UK Orders: 3-5 working days via Royal Mail or DPD. Custom/Upcycled Items: Please allow 7-10 working days as each piece is made especially for you. International: 7-14 working days depending on destination. Express shipping available at checkout for urgent orders. You'll receive tracking information once your order is dispatched.
How do I create an account?
Click the "Account" icon at the top of our website and select "Create Account". Fill in your details including name, email, and password. You'll receive a welcome email with a 10% discount code for your first order! Having an account lets you track orders, save addresses, and access exclusive member offers.
How do I change my shipping address?
If your order hasn't been dispatched yet, email us immediately at hello@lippyuk.com with your order number and new address. For future orders, you can update your address in your account settings under "Address Book". Once an order is shipped, we cannot redirect it, but our team will help find a solution.
How do I track the status of my order?
Once dispatched, you'll receive an email with your tracking number and a direct link to the courier's tracking page. You can also log into your account and check "My Orders" for real-time updates. If you haven't received tracking info within 48 hours of ordering, please contact us.
Will you keep my credit card information on file?
No, we never store your full credit card details. All payments are processed securely through Stripe or PayPal, which use bank-level encryption. You can choose to save your card for faster checkout, but only the last 4 digits are displayed, and full details are stored securely by our payment processors, not on our servers.
Do you charge sales tax?
UK orders include VAT in the displayed price - no hidden charges at checkout! For EU customers, VAT is calculated based on your country's rate. International orders outside the EU may be subject to local customs duties and taxes upon arrival, which are the responsibility of the recipient.
Do you ship to my country?
Yes! We ship worldwide. UK: Free shipping on orders over £50. Europe: From £12. USA/Canada: From £15. Rest of World: From £18. Shipping costs are calculated at checkout based on weight and destination. Please allow extra time for customs clearance on international orders.
Will my items come in one package?
Usually yes, to reduce our environmental impact. However, ready-to-ship items and custom/upcycled pieces may arrive separately as custom items need extra production time. Each shipment has its own tracking number. We use eco-friendly packaging made from recycled materials wherever possible.
If you need to swap an item
Returns and Exchanges
What is your returns policy?
We offer a 30-day return window from delivery date for unworn items in original condition with tags attached. Regular items: Full refund or exchange. Sale items: Exchange or store credit only. Custom/Upcycled pieces: Non-returnable unless faulty. Return shipping costs are the customer's responsibility unless the item is defective.
I received the wrong item
We're so sorry! Please email us at hello@lippyuk.com within 48 hours with your order number and a photo of the item received. We'll arrange collection of the incorrect item and send your correct order via express shipping at no extra cost. You'll also receive a discount code for the inconvenience.
My order arrived damaged
Oh no! Please contact us immediately at hello@lippyuk.com with photos of the damaged item and packaging. We'll send a replacement right away or issue a full refund - your choice. No need to return the damaged item. We'll also file a claim with our courier to prevent future issues.
Where should I mail my authorised return?
Once your return is authorised, you'll receive an email with a prepaid return label (for UK orders) and instructions. Returns should be sent to: Lippy UK Returns, Capstone Crescent, Devon, EX34 9BT, United Kingdom. Please include your order number inside the package. We'll process your refund within 5 working days of receipt.
How do I receive customer support?
Email: hello@lippyuk.com (24-hour response time). Phone: +44 7917 870198 (Mon-Fri, 9am-5pm GMT). Live Chat: Available on our website during business hours. Social Media: DM us on Instagram @lippyuk for quick queries. We're here to help make your Lippy experience amazing!
What do I do if I entered an incorrect shipping address?
Contact us immediately at hello@lippyuk.com with your order number and correct address. If not yet dispatched, we'll update it straight away. If already shipped, we'll contact the courier for redirection (additional charges may apply). For future orders, double-check your address at checkout to avoid delays.
Can I change or cancel an order after I've submitted it?
We start processing orders immediately, but we'll do our best to help! Contact us within 1 hour of placing your order at hello@lippyuk.com. Regular items: Usually can be modified/cancelled within 2 hours. Custom/Upcycled items: Cannot be cancelled once production begins (usually within 24 hours). We'll always confirm any changes via email.
Can I pre-order an item that is sold out?
Select "Notify Me" on sold-out items to join the waitlist - you'll be first to know when it's back! For popular items, we often accept pre-orders with an estimated restock date shown at checkout. Pre-orders are charged immediately to secure your item. Custom alternatives are always available - just ask!
Still Have Questions?
Can't find what you're looking for? Our friendly team is here to help with any queries you might have.