I accept the Terms & Conditions
Welcome to the Lily O'Brien's website. The following are the terms and conditions for use and purchase of products from Lily O'Brien's Chocolates. Your use of the Lily O'Brien's website constitutes your agreement to follow and be bound by these terms, which may at any time, be amended. Your use at any time thereafter constitutes your agreement to be bound by the terms as amended.
Orders are processed on weekdays from 9am to 5.30pm only. While we make every endeavour to process any order placed prior to 11am GMT on the same day, during busy seasonal periods, bank holidays and public holidays your order may not be dispatched for up to 72 hours after you place it.
At Lily O'Brien's we are committed to providing the highest levels of customer service and our online service is no exception:
We want you to be 100% satisfied with the products you receive and the service we provide, so if there is any issues with your order, then please do not hesitate to contact a member of our online sales team on email: firstname.lastname@example.org or telephone +353 45 486800 and we will be happy to rectify it as swiftly as possible.
If for any reason you are not completely satisfied with any of our products, simply return them to us within 7 days with an explanation and we will be happy to provide a replacement, exchange or refund.
Lily O'Brien's chocolates reserve the right to cancel any order prior to order shipping.
We are committed to processing your orders as quickly as possible (and will notify you of any issues with your order as soon as possible once it has been placed) so that you are kept fully informed of how your order is progressing.
If for any reason the product you have purchased is temporarily out of stock, then one of our sales team will contact you by telephone or email. In this case you can either decide whether to substitute the product for another item in our range of equal or greater value, or you can choose whether to cancel your order.
Should you have a special request for your order post-purchase, for example; Adding Gift Messages, Changing Addresses, Changing the item ordered. We will do everything we can to accomodate such requests, however please note, these requests may not be possible during high volume periods including Easter & Christmas.
In order to ensure the best possible outcome for orders being shipped to warmer climates (particularly during summer months), we kindly request that all customers provide an address where your chocolates can be safely delivered by the courier on their first delivery attempt (i.s. work address). We cannot take responsibility for melted or stolen chocolates in situations where customers have authorised couriers to leave parcels on doorsteps etc. Lily O'Brien's will naturally do its very best to ensure that shipments to warmer climates are appropriately packaged to avoid temperature damage, however chocolate by its very nature is prone to heat damage and so this needs to be considered by customers when placing orders for shipment to these regions.
The most efficient way to track your order is online through our website. This service is only available for trackable postal and courier deliveries. In these cases automatic emails will be generated to update you on tracking numbers for orders being shipped. In all cases status updates will be emailed through to each customer confirming when your order has been processed and dispatched, regardless of delivery option selected.
Deliveries occur on Monday to Friday only. There is no option currently for Saturday deliveries or timed deliveries. In order to help us deliver your package as quickly and efficiently as possible, please provide us with the recipient's telephone number and directions for our courier if the recipient is located oustide a major city.
Please note that all orders shipped by standard post are at customer's own risk and we would always advise, whenever possible, that customers choose trackable postal or courier options.
We will deliver to the address as you enter it and cannot accept any liability for late or failed delivery if the quoted address, phone number or other contact details provided are incorrect. Please therefore be extremely careful and vigilant when entering delivery address details on our checkout page.
Lily O'Brien's Chocolates does not accept any responsibility for delays in the receipt of orders due to unfavourable weather conditions, customs clearance, customs inspection or any other issue out of our control. Please note that delivery charges on our website do not include VAT or customs charges and recipients outside of the EU may be subject to taxes, duties or customs charges upon delivery.
Lily O'Brien's chocolates are not offered on a sale or return basis and all goods remain the property of Lily O'Brien's until all outstanding debts have been settled in full.
Lily O'Brien's reserves the right to refuse to supply any individual or company and reserves the right to deny access to the www.lilyobriens.com website.
Lily O’Brien’s (Lily’s Ltd.) promotional codes entitle you to an extra percentage (related to the specific discount promoted) off the gross price of your next order (excluding delivery charges) via www.lilyobriens.ie, www.lilyobriens.co.uk or www.lilyobriens.com . To claim your discount, you must use the “Apply Promo Code” option to enter the promotional code and deduct the specified amount from the gross price of your order. Promotional codes cannot be honoured post-purchase and must be added to your shopping bag at the time of purchase. Lily O’Brien’s (Lily’s Ltd.) cannot refund a promotional amount post-purchase.
Promotional Codes cannot be used in conjunction with any other promotion or offer, and are not transferable. There is no cash alternative. Discount codes exclude sale, currently discounted, promotional items and delivery charges. Lily O’Brien’s (Lily’s Ltd.) reserve the right to withdraw promotional code at any time and refuse or restrict any order related to a withdrawn promotional code at any time.
Free Delivery Promotion
Free standard delivery throughout Ireland and the UK is applicable to orders with a total value of over €50 or £45 excluding delivery charge and after a promotional discount has been deducted. Orders not reaching the minimum value of €50 / £45 are not eligible for Free standard delivery throughout Ireland and the UK. Free standard delivery is applied to orders equal to, or exceeding the value of €50 / £45, after deduction of a promotional discount, per single delivery address.
Refunds can take up to 10 working days to appear in your account.
The Lily O'Brien's website and its contents together with any trade names used by Lily O'Brien's Chocolates are protected by intellectual property rights and may not be used without written permission.
Lily O'Brien's Chocolates do not accept any responsibility for any external sites linked or connected to the Lily O'Brien's website and services contained therein.
www.lilyobriens.com is provided in English only.
Thank you for visiting Lily O’Brien’s www.lilyobriens.ie. This website is owned by Lily’s Ltd trading as Lily O’Brien’s.Our goal is to ensure that our website is a securely protected environment to provide you with an easy to use and relevant shopping experience.
For further information on any of the information illustrated on this page please feel free to contact us by email at email@example.com or by telephone on 00 353 45 486800
Lily O’Brien’s fully respects your right to privacy and will not collect any personal information about you on this website without your clear knowledge and permission. Any personal information which you provide to Lily O’Brien’s will be treated strictly in accordance with the Data Protection Acts 1988-2018 (this includes the General Data Protection Regulation (EU) 2016/679). We do not require you to provide personal information unless you wish to avail of our products. Where data is submitted it will be used for the stated purpose and any reasonably incidental purposes only.
We do not sell or distribute your personal information to third parties for purposes of allowing them to market products and services to you. Communicating via the internet and sending information to you by other means necessarily involves your personal information passing through or being handled by third-parties.
We are Lily O’Brien’s. Lily O’Brien’s produces high quality chocolate in the form of chocolates/chocolate boxes/wedding favours/occasion specific treats and personalised gifts. We are registered in Ireland as Lily’s Ltd, number 144234. Our registered business address is Lily O’Brien’s, Green Road, Newbridge, Co. Kildare, Ireland. Our websites are:
For various reasons we may store your data for example; if you have visited one of our websites (https://www.lilyobriens.ie, https://www.lilyobriens.co.uk, https://www.lilyobriens.com), shopped with us online, created an account on our website, entered a competition, signed up to our mailing list or contacted us via email or social media.
When you visit our website (https://www.lilyobriens.ie, https://www.lilyobriens.co.uk, https://www.lilyobriens.com) you have the option to create an account. The information stored includes first and surname, email address, and date of birth (This information is optional, should you wish to share it we may send you special offers for your birthday).
Once you have created an account you can personalise it further, should you wish. The “My Account” section is designed to make the order process easy for you and contains the following sections and information;
For general web-browsing certain statistical information is available to us via our internet service provider. This information may include the IP and logical address of the server you are using, the top-level domain name from which you access the internet (for example .ie, .com, etc.), the type of browser you are using, the date and time you access our site and the internet address linking to our site. We may also use temporary “session” cookies which enable a visitor’s web browser to remember which pages on this website have already been visited. This information may be used to help us to improve, administer and diagnose problems with our server and website.
You have an opportunity to send us information via this website, such as through the “contact us” pages or any other area where you may send e-mails. You may also choose to provide us with personal data (e.g. name, e-mail, postal address or other contact details) in an e-mail message to the address listed on our site. We use these details solely for the purpose for which you provided them (e.g. responding to your query).
You have the right to request:
We will accede to any such valid requests within 30 calendar days of the receipt of a valid request in writing. Please send all requests in writing to firstname.lastname@example.org. We reserve the right to request you to provide additional information in order to enable us to identify your personal data and/or to verify your identity.
By contacting us via email, telephone, or through our social media channels including Facebook, Twitter, Instagram, Pinterest, YouTube or Google you may be asked to provide contact details including name, email address, telephone number and order information. This information is requested so our in-house and external customer service teams can investigate and respond to your query.
We use various carefully selected third parties that assist us operationally and help us improve and develop our online service and shopping experience. Tasks include gaining insight into customer experience while using our website and obtaining customer reviews, managing our advertising, email marketing, payment processing, affiliate marketing, courier shipments. Further information on our third parties;
We use information on website users and customers to help us understand how visitors use and interact with our website. This information may include your IP address, geographical location, browser type and version, operating system, referral source, length of visit, page views and website navigation paths, as well as information about the timing, frequency and pattern of your service use. We use tools such as but not limited to;
We use information on user browsing data with advertising service providers such as but not limited to Google, Bing and Facebook. The information captured includes pages visited, device information and product purchase data. We capture this data to understand your advertising preferences so we can show you ads and products that are more relevant to you. We use tools such as but not limited to; Google Adwords, DoubleClick Bid Manager, The Trade Desk, Bing Ads, Facebook, Twitter, Instagram, Pinterest, Google+, YouTube.
We use information to help us respond to reviews and customer enquiries such as name, email address and telephone number. We use tools such as but not limited to ZenDesk and Trust Pilot;
We use programmes to send our email campaigns such as but not limited to;
We use programmes to facilitate payment via our websites, including Global Payments (formerly Realex) and Paypal;
We use programmes to run our affiliate campaigns such as but not limited to Rakuten and AWIN;
We use external courier services for the purpose of delivering your orders. Information transferred to our couriers is for the sole purpose of delivering your order. These couriers include, GLS, DHL and UPS.
We will share your information with a third party where you have allowed us to do so.
Where some or all of our company and/or its assets may potentially be or have been acquired, we may need to transfer your personal information to the new or prospective owners.
Legal and safety
Throughout our website you will be given the option to “Opt-in” to our mailing list. Opting in means that we will contact you with email updates of general Lily O’Brien’s news, special offers, promotions, competitions, new products and recipes.
You can unsubscribe from these emails at any time by clicking the ‘unsubscribe’ link in any email, or update your email preferences in the My Details section of My Account here -> https://lilyobriens.ie/customer/account/edit/
We will never share your information with any external parties for marketing purposes.
1. Website Customer Accounts / Transaction information:
Lily O’Brien’s may share your information with our internal and external customer service teams, dispatch teams and couriers for the purpose of processing and dispatching your order or to contact you regarding a query relating to your order. We will never use or share your personal information for any other reason.
2. Customer Service & General Enquiries
In order to provide the best level of customer service possible your information may be shared with our in-house customer service team for reason such as but not limited to; contacting you relating to a query you have sent us or regarding a query we have regarding your order for example, if the courier is having problems delivering your order, if we have a question regarding a product you ordered, a delivery date etc.
3. Third Parties
Lily O’Brien’s Marketing & Digital teams have access to the information our third parties collect. We also provide our trusted external suppliers with this information to help us understand information such as, but not limited to, how visitors use and interact with our website.
4. Marketing & Mailing Lists
Lily O’Brien’s Marketing & Digital teams have access to our mailing list data to communicate with you via consented marketing emails about special offers, news, new products or recipes etc. We also work with trusted external suppliers to gain insights into our mailing list recipients such as insights into purchase patterns and preferences which allow us to tailor our communications and make them more relevant to you, for example, special offers on products of interest to you. We will never share or use your information for any other reason.
5. Cookies and Tracking
Lily O’Brien’s Marketing & Digital teams have access to the information our cookies collect. We also provide our trusted external suppliers with this information to help us understand information such as, but not limited to, how visitors use and interact with our website.
1. Website Customer Accounts / Transaction information
CTI Global, our IT providers, function as ‘Data Processors’ for Lily O’Brien’s and are registered with the Data Protection Commission of Ireland and are subject to the security responsibilities under the Data Protection Act. All data is stored within multiple ISO27001 certified data centres in Dublin and never ever leaves the Irish jurisdiction.
Information relating to Customer Services queries is stored in a secure password encrypted document accessible by our customer service teams and deleted within 2 months.
At Lily O'Brien's Chocolates, online security is our priority. All transactions processed on our site are processed using the highest levels of online security by external transaction processing companies with outstanding records in internet security. Our website operates on a secure server and all confidential information is encrypted and protected to make our websites secure and safe shopping environments.
CTI Global as ‘Data Processors’ for Lily O’Brien’s are registered with the Data Protection Commission of Ireland and are subject to the security responsibilities under the Data Protection Act. These responsibilities include the necessity to keep personal data secure from unauthorised access, disclosure, destruction or accidental loss.
All CTI Global services are ISO27001:2013 certified by Certification Europe reference 2011/1388. All data is stored within multiple ISO27001 certified data centres in Dublin and never ever leaves the Irish jurisdiction.
CTI Global will apply best-practice in terms of process, hardware & back-up software selection to ensure the provision of a secure data solution and mitigate risk of data loss. These include initial server hardening, disaster-recovery testing & nightly back-ups to a location within the EU.
CTI Global confirms that the data will not be moved outside the EEA (the European Economic Area, which includes the 27 EU member states, and Lichtenstein, Iceland, and Norway).
CTI Global confirms that the data placed in the Lily O’Briens-specific virtual dedicated cloud (primary & remote) will be available always to Lily O’Briens and ownership of the data will always reside with Lily O’Briens.
Lily O’Brien’s retains personal data about individuals for a range of periods. The basis for our retention periods is based on our contractual obligations. We commit to not keeping personal data for longer than is necessary and review records on an annual basis.
How long do we store your data?
Website Customer Accounts: We will store your account information for as long as you wish to keep your customer account active. If you have not accessed your customer account for 18 months we will deactivate it and delete your details. Before any account is deleted we will notify you before any action is taken with instruction for you to keep your account active.
Website Guest Transactions: When you place an order via our website you will have the option to activate a customer account with us. Unactivated accounts will be deleted after 12 months.
Controlling your information: You have the right to amend or delete your account and related details at anytime. You can you this by accessing your account at https://lilyobriens.ie/customer/account/edit/
Customer Service & General Enquiries: By contacting us via email, telephone, or through our social media channels your information will be stored until your query has been resolved and deleted within 2 months.
Marketing & Mailing Lists: If you have Opted-in to our mailing list your information will be stored until you choose to unsubscribe. You can unsubscribe from these emails at any time by clicking the ‘unsubscribe’ link in any email, or update your email preferences in the My Details section of My Account here: https://lilyobriens.ie/customer/account/edit/
This cookies policy describes how Lily O’Brien’s use “cookies” and other similar technologies, such as pixels and tags, in connection with our websites.
A cookie is a small file consisting of letters and numbers that is placed on your computer or other device. Cookies enable our systems to recognize your device. Such recognition is necessary to for the efficient operation of our site.
A number of features of our services may not work or will be curtailed from working effectively without cookies. As a result, changing your browser settings to reject cookies may have a negative impact on your ability to use our website.
Many of the cookies dropped when you use our services are “first party cookies” (meaning cookies placed and read by Lily O’Brien’s directly).
We use both “session” and “persistent” cookies. A session cookie is used to identify a particular visit to our site. These cookies expire after a short time, or when you close your web browser after using our services.
A persistent cookie will remain on your devices for a set period of time specified in the cookie. We use these cookies where we need to identify you over a longer period of time.
This cookie is used to
distinguish between humans
and bots. This is beneficial for
the website, in order to make
valid reports on the use of
Stores the user's cookie
consent state for the current
Stores a random ID which
ensures that a user can be
uniquely identified as a guest
or logged-in user. Functions
such as "Items last viewed"
or retention of the logged-in
state are connected with this
or logged-in user on
encrypted pages. Functions
Registers whether or not the
in the browser.
This cookie is set to
determine if the cache is
enabled or disabled - a cache
is used by the website to
optimize the response time
between the visitor and the
website. The cache is usually
stored on the visitor’s
Contains an visitor ID - This
is used to track visitors'
navigation and interaction on
the website for internal
Used to send data to
Google Analytics about the
visitor's device and
behavior. Tracks the visitor
across devices and
Used by Google Tag
Manager to control the
loading of a Google
Analytics script tag.
Registers a unique ID that
is used to generate
statistical data on how the
visitor uses the website.
Used by Google Analytics
to throttle request rate
Used by Google DoubleClick
to register and report the
website user's actions after
viewing or clicking one of the
advertiser's ads with the
purpose of measuring the
efficacy of an ad and to
present targeted ads to the
Used to check if the user's
browser supports cookies.
Used by Google AdWords to
re-engage visitors that are
likely to convert to customers
based on the visitor's online
behaviour across websites.
This cookie is used by
Google Analytics to
determine if the visitor is
involved in their marketing
Used by Google AdSense for
across websites using their
Tries to estimate the users'
bandwidth on pages with
integrated YouTube videos.
Registers a unique ID to
keep statistics of what videos
from YouTube the user has
Stores the user's video
player preferences using
embedded YouTube video
We take our security responsibilities seriously, employing the most appropriate physical and technical measures. We review our security policy regularly.
This legal notice and all issues regarding this website are governed exclusively by Irish law and are subject to the exclusive jurisdiction of the Irish courts.
Our Data Protection Officer can be contacted by emailing email@example.com. If our Data Protection Officer cannot answer your question, you have the right to contact your local data protection supervisory authority.
This website is owned by Lily’s Ltd trading as Lily O’Brien’s. We are registered in Ireland as Lily’s Ltd, number 144234. Our registered business address is Lily O’Brien’s, Green Road, Newbridge, Co. Kildare, Ireland.