Shipping Policy

Last updated: 19 June 2026

At Tilann, we aim to process and deliver every order as quickly and reliably as possible. Please read this Shipping Policy carefully for all the information you need about how and when your order will be delivered.

1. Delivery Destinations

We currently deliver to addresses within the United Kingdom. If your delivery address is outside the United Kingdom, we are unable to process your order at this time.

2. Order Processing Time

Orders are processed on business days (Monday to Friday, excluding UK public holidays). Please allow 1 to 3 business days for your order to be processed and dispatched after payment is confirmed.

You will receive an email confirmation once your order has been dispatched, which will include any available tracking information.

3. Shipping Options, Costs and Estimated Delivery Times

We offer both free and paid shipping options depending on your order value and selected delivery method. All available shipping options, their associated costs (if any) and estimated delivery timeframes are displayed clearly during checkout before you finalise your purchase. You will always be able to review and confirm your chosen shipping method before completing payment.

As a general guide, estimated delivery timeframes once dispatched are as follows:

Standard delivery: typically 3 to 7 business days after dispatch.
Express or expedited delivery: where available, typically 1 to 3 business days after dispatch (costs and availability are shown at checkout).

Please note that these are estimated timeframes provided by our carriers and are not guaranteed. Delivery times may vary due to factors outside our control, such as carrier delays, adverse weather or peak seasonal periods.

4. Free Shipping Eligibility

Free shipping is available on qualifying orders. The specific qualifying conditions (such as a minimum order value or promotional eligibility) are displayed at checkout. If your order qualifies for free shipping, this will be automatically applied before you confirm your purchase.

5. Tracking Your Order

Once your order has been dispatched, you will receive a dispatch confirmation email. Where tracking is available with your selected shipping method, a tracking number or link will be included in this email so that you can monitor the progress of your delivery.

If you have not received your dispatch confirmation within 3 business days of placing your order, please contact us at hello@tilann.co.uk.

6. Delivery Attempts and Failed Deliveries

If a delivery attempt is unsuccessful (for example, because no one was available to receive the parcel), the carrier will typically leave a notification card with instructions on how to arrange redelivery or collect your parcel from a local depot. Please follow the instructions provided by the carrier promptly.

If a parcel is returned to us due to an incorrect address provided by the customer or failure to collect from the carrier, we will contact you to arrange redelivery. Additional shipping charges may apply in such circumstances.

7. Lost or Delayed Parcels

If your order has not arrived within the estimated delivery timeframe, please allow an additional 2 to 3 business days before contacting us, as minor carrier delays can occur. If your parcel is significantly delayed or appears to be lost, please contact us at hello@tilann.co.uk and we will investigate the matter with the carrier on your behalf.

Where a parcel is confirmed as lost by the carrier, we will offer you a replacement order or a full refund at your preference.

8. Incorrect Delivery Address

Please ensure that your delivery address is complete and accurate when placing your order. We are unable to redirect parcels once they have been dispatched. Tilann cannot be held responsible for orders delivered to an incorrect address provided by the customer.

If you notice an error in your delivery address immediately after placing your order, please contact us as soon as possible at hello@tilann.co.uk and we will do our best to amend the details before dispatch.