Shipping & Returns
Delivery costs, timescales and availability vary by location. Full details for your country can be found below. Our services within Europe include:
We use a mixture of postal providers to deliver parcels on the saver option;
this service does not have full end to end tracking details.Delivery will be attempted at the address provided.Should you not be in your parcel may be left with a neighbour, left in a safe place at the delivery address, delivery may be re - attempted on another day or you will be notified to collect from a local delivery office.
The Tracked option, provides you with a tracking link to view the progress of your delivery. The parcel will be delivered to you by your local postal mail provider. Delivery will be attempted at the address provided. Should you not be in your parcel may be left with a neighbour, left in a safe place at the delivery address, delivery may be re - attempted on another day or you will be notified to collect from a local delivery office.
Where’s my order?
You can track your parcel using the link in the dispatch confirmation email or the email or text sent from the Laila or our carrier, depending on the service chosen at time of placing your order.
We endeavour to deliver orders within stated timeframes, however, occasionally there may be unexpected delays during transit with the carriers and your local customs authority that are beyond our control, but, we will always try to resolve for you.
For International Saver & International Tracked deliveries, please note that a missing package cannot be investigated until 20 working days (excludes weekends and public holidays)* after the day of dispatch. We ask that such time is allowed before contacting Customer Services and reporting your order missing due to postal regulations.
Please note sometimes delays in the receipt of your parcel can be due to customs clearances and checks.
All parcels are shipped from the UK or Portugal to your chosen country of destination.
All international orders sent to countries outside the EU MAY be subject to import charges. Laila London accepts no responsibility for these, please check with your customs office before ordering if you are unsure as to whether this applies to your country.
If for any reason you are not happy with your purchase, you may return any unopened and unused items to us within 14 days of receipt.
Any item purchased between 20th November and 25th December, will have an extended return policy for the Christmas period.
Items purchased during this time can be returned until the 15th January.
We must receive notification of your intent to return by the 15th January.
Any item purchased from 25th December onwards will be subject to our usual 14 day returns policy.
All packaging and/or cellophane wrapping and tamper resistant seals must be intact; otherwise the item will be considered unfit for re-sale and will not be accepted by our returns department.
To ensure we process your return and refund as quickly as possible, please follow the procedure below.
International Returns Procedure
For returns outside of the UK, please e-mail us via the contact us form at Contact Us or e-mail us at firstname.lastname@example.org to notify us of your intent to return. Your e-mail should contain your order number and a full explanation of your reason for returning the goods.
We will then e-mail you with a Returns Authorisation Number.
- Goods must be in their original packaging with any seals intact and in an unused and re-saleable condition.
- Re-package the parcel using strong packaging and ensure it is sealed securely to avoid damage during transit. Please enclose your dispatch note/receipt within the parcel.
- Please pay the appropriate shipping costs and return the parcel to the address as detailed below (Please return with your national postal service, as returns by courier will not be accepted).
- Request a proof of postage (Laila London will not be liable for lost returns).
Any underpaid returns may not be delivered to us and therefore will not be processed.
Laila London Botanicals Ltd.
1 Battersea Bridge Road
London SW11 3BZ
Please note, Laila London will only reimburse the cost of the products and not any return postage or original shipping fees (if charged).