Shipping policy

When will my order arrive?

*Occasionally, due to circumstances that are difficult to control, such as human error or issues with computer systems, Natural by Lila may be unable to supply one or more of the items purchased. In such cases, we will contact you before shipping your order to offer you a solution.

I've placed my order! How will I receive it?

We will send you a confirmation email once your order has been placed, followed by a second email confirming shipment when your order leaves our warehouse. This email will include a tracking link and tracking number so that you can check the status of your order.

Two delivery attempts will be made at the address provided by the customer. After these two attempts, if no one is available at the address, you will need to collect your order from the nearest collection point, which will be communicated to you by email. You have 5 days to collect your order. If the 5-day period expires and the order has not been collected, the parcel will be returned to our facilities. You will be responsible for the return shipping costs (from €6), and if you would like the order to be sent again, you will also be required to pay the corresponding shipping costs (which vary depending on the shipping method). If the parcel is returned to sender and remains unclaimed for 30 days, the customer will no longer be entitled to claim either the amount paid or the contents of the order.

Natural by Lila will not be responsible for delivery errors when the delivery address entered on the order form is incorrect or when relevant details have been omitted. If you wish to change the delivery address after the order has already been shipped, you will be required to pay the cost associated with this additional handling (€5). We do not deliver to P.O. boxes, so the delivery address provided must be complete and accurate.

Delivery times may be subject to delays during periods of high demand, such as Black Friday, the Christmas season or sale periods. In the event of delays caused by the shipping company, Natural by Lila will not be held responsible and any claim must be made directly with the shipping company.

Large Orders

Some orders containing several items that require special packaging and handling may be subject to an additional handling fee. This fee partially covers the costs associated with the preparation, handling and specific packaging requirements of these orders. For orders where a volume or special handling fee has been applied, this fee will not be refunded unless the entire order is returned.

Pre-orders

Orders containing one or more pre-order items will be shipped from the announced pre-order date onwards. Partial shipments will not be made; the entire order will be shipped once the pre-order shipping date has been reached. 

The pre-order date always means "from" the stated date onwards. Therefore, it should not be considered a guaranteed shipping date. Orders will be processed in the order in which they were received and will be shipped within a reasonable number of days following the announced date.

Shipping Outside the European Union

Orders shipped outside the European Union may be subject to import taxes or customs duties. These charges are the customer's responsibility and must be paid to the shipping company upon delivery.