1. Where we deliver

We deliver to the destinations supported by our checkout. Availability may depend on the product, delivery address and shipping service. If no shipping option is available for your address, contact us before ordering.

Some remote locations, PO boxes or restricted destinations may not be supported by a particular service. Any relevant limitations will depend on the delivery option available for your order.

2. Shipping charges

The shipping charge for your selected service is displayed at checkout before payment. If a free-shipping offer applies to your order, it will be reflected in the checkout total, subject to the offer’s stated conditions.

Please check the complete order total, including any shipping charge and taxes displayed, before confirming your purchase.

3. Processing and dispatch

Order processing includes payment confirmation, order checks, preparation and handover to the delivery carrier. Processing time is separate from the carrier’s transit time unless the stated delivery estimate expressly includes both.

Any processing or dispatch estimate published for your product or selected service applies to that order. Contact info@letili.com before purchasing if you need clarification or delivery by a particular date.

Orders may be prepared by our fulfilment partners and may ship from different fulfilment locations. Our company office address is not necessarily a dispatch or return location.

4. Delivery estimates and delays

Delivery timing depends on the destination, product availability and selected service. Estimates, where provided, are not guaranteed delivery dates unless we expressly agree to a guaranteed service. This does not remove our obligation to meet an agreed delivery period or your rights if an order is late.

Carrier disruption, customs checks, public holidays and other events may affect transit. If we cannot meet an applicable shipping commitment, we will notify you and offer the choices required by law, which may include agreeing to a revised timeframe or cancelling the unshipped order for a refund.

Where UK consumer law applies, goods must normally be delivered without undue delay and within 30 days unless a different delivery period has been agreed. For US orders covered by the FTC Mail, Internet, or Telephone Order Merchandise Rule, the stated shipping timeframe applies, or normally 30 days for shipment if none is stated, with required delay notices and refund options.

5. Tracking and separate parcels

When tracking is available, the tracking details will be provided with the dispatch notification or made available through your order information. Tracking may not show movement immediately after a label is created; the carrier must receive and scan the parcel.

Orders containing more than one item may arrive in separate parcels. Where this occurs, available tracking details may be provided separately. Any shipping charges must follow the amounts agreed at checkout.

If you cannot find a dispatch email or tracking information, check your spam folder and then contact us with your order number.

6. Address changes and delivery issues

Please provide a complete, accurate delivery address and a working email address. If you notice an error, contact us as soon as possible. We will try to help, but an address change or cancellation may not be possible once processing or dispatch has progressed.

If a parcel is delayed, appears lost, is returned to sender or is marked delivered but cannot be located, email info@letili.com with your order number. We will investigate with the relevant fulfilment or delivery partner and explain the next steps.

A tracking status alone does not remove any rights you have under applicable consumer law. If an issue is caused by an address you supplied or a failed delivery attempt, any proposed redelivery arrangement and applicable charges will be explained before you agree to them.

7. Customs, duties and import requirements

International orders may be subject to customs checks and destination-country taxes or duties. Whether these are collected at checkout depends on your destination and the delivery arrangement shown for the order.

Where charges are collected at checkout, they will appear in the order total. Where charges are not collected in advance, the customs authority or carrier may contact you about amounts due under local rules. Any responsibility for additional charges remains subject to applicable law and the information provided before purchase.

Customs processing can affect delivery timing. Contact us before ordering if you need clarification about the import arrangements for your destination.

8. Damaged orders, returns and your rights

If an item arrives damaged or incorrect, contact us with your order details. Photos of the product and packaging, where available, can help us investigate. We will arrange an appropriate remedy in accordance with applicable consumer law.

Our Return & Refund Policy explains the separate 90-day money-back guarantee, including eligibility for opened or used cosmetics and oils. Please contact us for return instructions before posting any product.

This Shipping Policy does not limit mandatory rights relating to delivery, cancellation, loss, damage, faulty goods or refunds. Letili is operated by MATHEWECOMMERCE LLC.