Terms and Conditions

General Terms and Conditions of Sale

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.

Customer Service

At Lily O'Brien's we are committed to providing the highest levels of customer service and our online service is no exception:

Order Cancellation / Returns Policy

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: weborders@lilyobriens.ie 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.

Order Processing

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.

Special Requests & Amends to orders

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.

Orders being shipped to warm climates

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.

Order Tracking

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

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.

Promotions, Special Offers and Discounts

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

Refunds can take up to 10 working days to appear in your account.

General

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.