Products are delivered to the address specified by the customer on the purchase order and only to geographic zones that we service.
All products leave our premises in perfect condition. The customer must notify the carrier (or postman) of even the slightest trace of damage (holes, signs of crushing, etc.) to the parcel, and refuse the package if necessary. A new, identical product will then be sent to the customer at no additional charge. If your items are damaged upon opening the package, please retain the item. We may arrange for our courier to retrieve the item/s. Replacements will be sent upon receipt of a photo of your damages which can be sent to [email protected] - please specify your order number and what/how exactly your cider is damaged.
No exchanges can be made at a later time for goods claiming to be damaged during carriage without notification at the time of reception.
As with any shipment, a delay or loss of goods is possible. In such a case, the carrier shall start an investigation. Every effort is made, for as long as necessary, to find the package. If the package is not found, the carrier will reimburse Lilley's Cider, who will deliver a new, identical package to the customer free of charge. We will not be held accountable for any damages that have occured during transit & the delay in the parcel reaching the customer, a refund will not be given on the delivery fee if this occurs. The customer can choose between a new order of the damaged items or a full refund on both the items & the delivery fee.
We shall not be held responsible for delayed delivery times due to the carrier, including for the loss of goods, bad weather or strikes. Products are subject to availability.Lilley's Cider will not sell or deliver alcohol to persons under 18 years of age. Delivery on order's during the week placed between the hours 8am-4pm will be delivered next working day Monday-Thursday. Orders placed on Friday before 4pm will be processed for delivery on the following Monday, after 4pm on Fridays the order will not be processed until the following Monday for delivery on the Tuesday. We currently do not offer a Saturday/Sunday delivery service. Please be aware that during peak times (Bank/Public Holiday's, Black Friday/Cyber Weekend, Christmas, New Year) allow up to 5 working days for delivery. This may also apply throughout December due to the high volume of orders. Currently we are only able to ship to the United Kingdom & EIRE due to excise legislations. July 2019 to current - Please note that due to this being a particularly busy time for ourselves & our courier, some parcels may be delayed. While we endeavour to get your cider to you next day there may be instances where your parcel is delayed a further 2-3 working days. Please allow plenty of time.
Free shipping applies to cider orders of £50+ only
We highly recommend leaving safe place instructions or nominating a neighbour to take your delivery as your parcel may be left with a neighbour or may be taken back to the depot if you're not home to accept the delivery & there are no suitable neighbours to accept. Please note in instructions if you would not like your parcel left.
By using a specialist delivery service and packing in thick boxes/bubble wrap, we have tried to ensure that your purchases arrive in the same condition they left us. However, breakages may occasionally happen; similarly, goods may occasionally be faulty.
If you are not satisfied for any reason with your purchase, we should be notified within 28 working days and the damaged or faulty goods should be returned within 30 days. We are happy to arrange collection by our courier at no extra charge to you. A credit for the goods will be made within 35 days, or replacements dispatched within 7 working days of receipt of these goods.Please ensure that when you return liquids, it must remain in the packaging it left us in due to the product being fragile in nature. Similarly if you are not satisfied with the quality of the product please retain your items so we can investigate this further. Please forward on details of the issue, a batch number & the use by date to [email protected] As well as any images of your item/s if you are able. We will arrange for collection of the goods via courier & a replacement will be sent upon receipt of your return.
The customer must inform Lilley's Cider immediately (the same day or, at the latest, the first business day following delivery) concerning any claim of delivery error or non-conformity of goods, in kind or in quality, compared with the information on the purchase order.
Any claim made after this time period will be rejected.
All claims must be made in writing and sent to Unit 7, Handlemaker Road, Frome, Somerset, BA11 4RW or alternatively you can email [email protected]
Any claim that does not respect the rules defined above cannot be taken into account and releases Lilley's Cider of any responsibility to the customer.
In the case of delivery error or exchange, all goods to be reviewed on a case by case basis where they may be exchanged or refunded. Goods must be returned to Lilley's Cider in whole, in its original packaging and in an aggreed & acceptable condition to Unit 7, Handlemaker Road, Frome, Somerset, BA11 4RW.
For claims to be accepted, the customer must first make a declaration to Lilley's Cider concerning any returns and receive Lilley's Cider's consent. If accepted, the customer will ship the package to Unit 7, Handlemaker Road, Frome, Somerset.
Shipping fees shall be at Lilley's Cider's expense, except in the case where the goods do not correspond to the original declaration made by the customer concerning the return.
For further Terms & Conditions see our main Terms & Conditions page here