Free UK shipping on orders over £35 | Automatically applied at checkout

Delivery Information FAQs

Where are you dispatching my order from?

We stock and dispatch the majority of our products from our U.K. base, or for nursery products and bulky items our warehouse in Germany.  If you have opted for standard shipping, we advise up to 6 working days for delivery, unless stated otherwise on the individual product pages. Express delivery usually takes up to 3 working days.

Who will deliver my parcel?

We use the shipping companies Hermes, Parcelforce and Royal Mail. This will depend on the size and weight of your order. Please do not make a purchase unless you are happy to accept a service from any of these shipping companies.

Please note, if you have ordered more than one product, you may receive more than one delivery. For example, large bulky items or items requiring personalisation are often shipped separately. Please allow 6 working days for your order (or the time specified) to be fully completed before contacting us.  

How much are your shipping charges?

Our shipping rate is £2.99, or free on orders over £35. Internationally we charge a flat fee of £9.99. We try to competitively price our shipping which also encompasses a complimemtary gift wrap service where appropriate for many of our products. Express shipping is available on many of our items. If your items are eligible for express shipping, this option will automatically be displayed and offered to you at checkout.

If your order is shipped by Hermes, 3 delivery attempts will be made. If unsuccessful your parcel will be returned to us. We will automatically process a refund (less shipping fees) unless advised otherwise. If you would like your parcel to be redelivered there will be a redelivery charge of £2.99. 

If shipped by Royal Mail or ParcelForce, unsuccessful deliveries will be held at your local delivery office for 7 days. If the item is not collected it will be returned to us and a refund will be processed (less delivery charges). If you require redelivery this will incur a £2.99 charge for clothing and accessories or £10.00 charge for ball pits. We hold the right to refuse redelivery or future orders you might place in the case of repeated delivery failure. 

Can I send my order as a gift?

We do not include invoices or prices in our parcels therefore you can confidently send directly to a friend or family member. Our returns service is paperless and in order to initiate a return you must email us for further instructions info@tillyandreuben.co.uk. Please see our returns policy page for more information.

How will my parcel be packaged? 

Clothing and accessories are neatly folded and tissue wrapped. Our shipping bags are unbranded and plain blue polyplastic material. Although we try to use a minimal amount of plastic we also need to ensure waterproof carriage. We will only use cardboard if the parcel is letterbox size. Bulky items will be plastic wrapped and arrive in cardboard boxes.

My delivery is late. What should I do?

For standard shipping, on time delivery is within 6 working days for all products apart from nursery furniture or large bulky items which can take up to 7 working days. We meet our on time delivery target 97% of the time. The most common reason for delay is courier speed. Delays occasionally occur due to stock inventory errors, seasonal pressures or (as a small family business centred around our two young children Tilly (3) and Reuben (0)) we may experience unexpected events that impact our processing speeds. If this is the case we will always email you to inform you of this. All other delays are usually beyond our control due to courier delays. If ordering for an occasion we recommend selecting priority delivery where available, or for items where this is not available ensuring you have plenty of time to receive the parcel. In the case of lost items, this also ensures we have time to send out a replacement item to you. 

If your order is late and no longer required please do not accept the delivery and request return to sender. If the delivery is accepted then we do not take responsibility for the costs of returning your item under these circumstances. 

My parcel has not arrived? What should I do?

Should your parcel not arrive please take the following steps:

Please notify us within 14 days of your order at info@tillyandreuben.co.uk and include your order number. 

Please ensure you have waited the time specified (e.g. 6 working days) for your order to complete.

Please check with neighbours or other members of your household before contacting us. 

If the parcel remains missing we will launch an investigation which usually takes 72 hours to complete. 

For parcels lost by Hermes - In most cases where a parcel cannot be located you will be asked to sign a missing or stolen parcel declaration form which is a legally binding declaration and can be upheld in a court of law should there be evidence to show a possible criminal act of a false claim following genuine receipt of parcel. Compensation cannot be granted without this form. 

For parcels lost by Royal Mail/Parcelforce - You will be required to submit an online claim to the courier along with a copy of your proof of payment. We will be happy to provide you with the evidence of postage.

If 14 days has passed since your order was placed and you have not reported a missing parcel we are unable to support your claim. This is due to the time restriction that couriers place on making a missing parcel claim. Therefore we will not be able to compensate. If there is genuine evidence that the parcel is lost, as a goodwill gesture we will replace the item up to 28 days following your order or issue you with a credit note if this is not possible. Once our 28 day sales policy period has passed we are not able to accept a missing parcel claim.