Every Lila Rasa piece is carefully inspected and securely packed before beginning its journey to you. Many of our objects are made using traditional artisan processes, so gentle variations in colour, texture and finish are part of their individual character.
United Kingdom delivery
Standard delivery — 2–4 business days
- £4.95 for orders below £50
- Complimentary for orders of £50 or more
Express delivery — 1–3 business days
- £6.00
Delivery times begin once your order has been dispatched. You will receive a confirmation email with tracking information where available.
The quoted rates apply to standard UK delivery areas. Deliveries to remote areas, including the Scottish Highlands and Islands, may take slightly longer.
European Union delivery
Standard tracked delivery — 5–10 working days
- £20 for orders below £100
- Complimentary for orders of £100 or more
All applicable customs duties and import charges for EU orders are prepaid by Lila Rasa. The price shown at checkout is therefore the amount you pay, with no unexpected customs charges upon delivery.
United States delivery
Tracked courier delivery — 5–7 working days
- £20 for orders below £100
- Complimentary for orders of £100 or more
All applicable customs duties and import charges for US orders are prepaid by Lila Rasa. You should not be asked to pay additional customs charges when your order arrives.
Rest of the world
Tracked courier delivery — 7–14 working days
- £25 for orders below £200
- Complimentary for orders of £200 or more
Orders delivered outside the UK, EU and United States may be subject to local VAT, import duties or customs charges. These are determined by the destination country and are the responsibility of the recipient.
We recommend checking your country’s import regulations before ordering.
Order processing
In-stock orders are normally prepared for dispatch within 1–2 working days.
Orders placed at weekends, on UK bank holidays or during particularly busy periods will be processed on the next working day. Dispatch may take a little longer during launches, seasonal events or promotional periods.
If a product is made to order, available for preorder or has a different dispatch date, this will be clearly stated on its product page.
If your order contains products with different availability dates, we may wait until every item is available before dispatching the complete order.
Larger and fragile pieces
Mirrors, glassware, wall décor and other delicate objects are packed with particular care. Certain oversized or fragile products may require specialist delivery and may have a different delivery charge or timescale. Where applicable, this will be stated on the product page or confirmed before dispatch.
Please retain the original packaging until you have inspected your order and are happy with it.
Returns
Our 30-day returns promise
We hope every Lila Rasa object feels at home in your space. If something is not quite right, you may return an eligible item within 30 days of receiving your order.
To be eligible for a return, the item must be:
- Unused and in its original condition
- Returned in its original packaging
- Complete with all labels, accessories and accompanying parts
- Securely packed to prevent damage during transit
Your statutory rights are not affected by this policy.
Starting a return
Before sending anything back, please email we@lilarasa.co with:
- Your name
- Your order number
- The product you wish to return
- The reason for your return
- Photographs if the item is damaged, faulty or incorrect
We will reply with return instructions. Returns sent without contacting us first may take longer to identify and process.
Return address
Lila Rasa Returns
36 Brentwood
Norwich
NR4 6PW
United Kingdom
Please do not deliver returns to this address in person unless this has been agreed with us in advance.
Change-of-mind returns
Customers are responsible for the cost and safe return of unwanted items.
We strongly recommend using a tracked and appropriately insured delivery service. The returned item remains your responsibility until it reaches us, and we cannot refund products that are lost or damaged during return transit because they were inadequately packed.
If you cancel an eligible UK online order within 14 days of receiving it, we will refund the cost of the products and the original standard delivery charge. If you selected express delivery, only the equivalent standard delivery amount will be refunded.
For returns made after the statutory cancellation period but within our extended 30-day returns period, we will refund the price of the eligible products but not the original delivery charge.
Damaged, faulty or incorrect orders
If your order arrives damaged, faulty or incorrect, please email we@lilarasa.co as soon as possible—ideally within 48 hours of delivery.
Please include:
- Your order number
- A description of the problem
- Clear photographs of the product
- Photographs of the internal and external packaging
- A photograph of the courier label
Please retain the product and all its packaging while we investigate. Depending on the circumstances, we will arrange a replacement, repair, collection or refund.
Where an item is confirmed as damaged, faulty or incorrectly supplied, Lila Rasa will cover the reasonable cost of returning it.
The request to contact us within 48 hours helps us raise a claim with the courier. It does not affect your statutory rights.
Handmade character
Our collections are created using processes such as casting, carving, repoussé, metal shaping, inlay work, hand painting and artisan-applied finishes.
Small variations in tone, texture, patina, shape and surface detail are natural characteristics of these processes. They are part of what makes every Lila Rasa object individual and will not ordinarily be considered faults.
This does not include transit damage, defective workmanship or an item that materially differs from its product description.
Refunds
Once your return has arrived, we will inspect it and confirm the outcome by email.
Approved refunds will be issued to the original payment method. We aim to process them within 5–10 working days of inspection. Your bank or payment provider may require additional time for the funds to appear in your account.
A deduction may be made if an item has been used, damaged or handled beyond what is reasonably necessary to inspect it and its value has consequently been reduced.
Exchanges
We do not currently process direct exchanges for change-of-mind purchases.
If you would like a different product, colour or size, please return the original item for a refund and place a new order.
If you received a damaged, faulty or incorrect item, please contact us before placing another order so we can resolve the issue for you.
Non-returnable products
Unless damaged, faulty or incorrectly supplied, we cannot ordinarily accept returns of:
- Personalised products
- Bespoke or custom-made items
- Products altered at the customer’s request
- Gift cards
Any return restriction specific to a product will be clearly stated on its product page before purchase.
International returns
Customers outside the UK are responsible for arranging and paying for change-of-mind returns.
The customs declaration should clearly state “Returned Goods—No Commercial Value” where appropriate. Any customs charges resulting from an incorrectly declared return may be deducted from the refund where legally permitted.
Duties or taxes paid directly by a customer to a local customs authority cannot normally be refunded by Lila Rasa. The customer should contact the relevant authority regarding possible reimbursement.
Product-page version
Delivery & Returns
UK standard delivery is £4.95 or complimentary on orders of £50 or more. Express UK delivery is available for £6.
- UK standard: 2–4 business days
- UK express: 1–3 business days
- EU: 5–10 working days; £20 or complimentary over £100
- US: 5–7 working days; £20 or complimentary over £100
- Rest of world: 7–14 working days; £25 or complimentary over £200
EU and US duties are prepaid by Lila Rasa, so there should be no unexpected customs charges upon delivery.
Changed your mind? Eligible unused items may be returned within 30 days of delivery. Change-of-mind return costs are the customer’s responsibility. If your order arrives damaged, faulty or incorrect, contact us at we@lilarasa.co and we will make it right.
View our full Delivery & Returns policy