1. Delivery Areas and Carriers

We deliver orders to countries and regions that are actively supported in the Lilly’s online store at the time of ordering. We currently deliver primarily within the Czech Republic and Germany.

For orders within the Czech Republic, standard shipping is provided through Zásilkovna. Within Brno, we also offer free personal delivery.

For orders to Germany, the shipping methods listed below and those shown at checkout are available. The specific carrier may depend on the currently available shipping method, destination and shipment parameters.

The availability of a particular shipping method may depend on the destination country, address, shipment parameters and the carrier’s current offering. The options displayed to the buyer at checkout are decisive.

2. Delivery Methods and Prices

2.1 Czech Republic

Method	Price	Free Shipping	Dispatch / Delivery
Personal delivery in Brno	free	no minimum order value	delivery time will be confirmed according to availability
Zásilkovna – pickup point / Z-BOX	79 CZK	for orders over 2,500 CZK	usually dispatched within 2–5 business days after payment
Zásilkovna – delivery to address	129 CZK	for orders over 3,000 CZK	usually dispatched within 2–5 business days after payment
Express delivery to address	300 CZK	no free-shipping threshold	priority dispatch within 1 business day after payment

2.2 Germany

Method	Price	Free Shipping	Estimated Delivery
Standard shipping	€9.99	for orders from €129	3–5 business days
Standard shipping with insurance	€11.99	for orders from €149	3–5 business days

For the purposes of determining the free-shipping threshold, the value of the goods after discounts is decisive, unless otherwise stated for a specific promotion.

The current price and availability of the selected shipping method are always displayed at checkout before the order is submitted on a binding basis. In the event of any difference between this information page and the shipping options currently displayed in the order, the options shown before the order is submitted are decisive.

3. Dispatch and Delivery

3.1 Orders within the Czech Republic

Standard orders within the Czech Republic are usually dispatched within 2 to 5 business days after payment is received. A business day means Monday to Friday, excluding public holidays.

3.2 Orders to Germany

The estimated delivery time for orders to Germany is 3 to 5 business days, unless otherwise stated for the specific order.

The same estimated delivery time applies to both standard shipping and standard shipping with insurance. This is an estimated delivery time unless a specific date has expressly been agreed as binding.

3.3 Personal Delivery in Brno

For orders with a delivery address in Brno, we offer free personal delivery. The availability of this option is displayed when selecting the shipping method.

After receiving the order, the customer will be informed of the estimated delivery time. A specific time may be agreed depending on availability and the delivery address. Personal delivery in Brno is not an express service and does not guarantee delivery on a particular day or at a particular time, unless such a time has been expressly confirmed.

For personal delivery, the goods are considered delivered when they are received by the customer or by a person designated by the customer at the agreed location.

3.4 Express Processing in the Czech Republic

With the express option, we process the order as a priority and dispatch it no later than 1 business day after payment is received, provided that the goods are in stock and no different information is stated in the offer. An order received during a weekend or public holiday will begin processing on the following business day.

The express price of 300 CZK covers priority processing and delivery to the address. It does not guarantee next-day delivery by the carrier; the actual transit time depends on the carrier and the destination.

3.5 Transit Time

After the parcel has been handed over to the carrier, the buyer may receive shipment tracking information, if tracking is available for the selected shipping method.

Any stated transit or delivery time is an estimate, not a guarantee, unless a fixed delivery date has expressly been agreed. The seller will inform the buyer of any significant known delay and provide reasonable assistance in tracking the parcel.

If no delivery period has been agreed, the goods will be delivered without undue delay, and no later than 30 days after the contract is concluded. The buyer’s statutory rights in the event of delay remain unaffected.

4. Pickup Points and Z-BOX

This section applies to orders where delivery to a pickup point or Z-BOX is available at checkout, particularly within the Czech Republic.

The buyer selects an available pickup point or Z-BOX at checkout. The carrier will provide information about when the parcel is ready and the period within which it must be collected. The buyer is responsible for providing a working telephone number and email address that the carrier can use for delivery notifications and, where applicable, a collection code.

The storage period is determined by the carrier and may vary depending on the type of pickup point or locker. Where available, the buyer may request an extension directly from the carrier in accordance with the carrier’s instructions.

5. Delivery to an Address

The buyer must provide a complete and accurate delivery address, recipient name, telephone number and email address. Once the parcel has been handed over to the carrier, it may no longer be possible to change the address.

If the buyer needs to correct any details, they should contact shop@lillys.cz as soon as possible.

If delivery fails due to incorrect information, repeated absence of the recipient or another circumstance on the buyer’s side, the next steps will depend on the options available from the relevant carrier.

Costs for reshipping may be charged only to the extent of the actual and reasonably incurred costs.

6. Insured Shipping to Germany

For orders to Germany, the buyer may select standard shipping with insurance, if this option is available at checkout.

This option costs €11.99 and is free for orders with a value of at least €149. The estimated delivery time is 3–5 business days.

Insured shipping does not alter the consumer’s statutory rights in the event of loss or damage to the parcel and does not transfer to the consumer any risk that is borne by the seller under applicable law.

7. Receipt and Damage to Parcels

When receiving a parcel, we recommend checking the external condition of the packaging. If the parcel is visibly damaged:

• ask the carrier to record the damage, where possible;
• take photographs of the parcel and packaging before opening it;
• contact shop@lillys.cz as soon as possible and provide the order number.

Following this procedure will make the matter easier to resolve, but failure to do so does not in itself limit the consumer’s statutory rights.

A damaged or incorrectly delivered product is handled under the Complaints Policy, not as a standard paid return.

8. Transfer of Risk

For consumers, the risk of damage or loss passes when the parcel is received by the consumer or by a third party designated by the consumer other than the carrier.

Merely handing the parcel over to a carrier offered by the seller does not transfer the risk to the consumer.

An exception applies where the consumer independently chooses a carrier that was not offered by the seller; in that case, the transfer of risk is governed by the applicable law.

9. Uncollected Parcels

Failure to collect a parcel, refusal to accept it or expiry of the storage period does not in itself constitute withdrawal from the contract. If the consumer wishes to withdraw, they must clearly notify the seller.

If a parcel is returned for reasons attributable to the buyer, the seller may claim reimbursement of the actual and reasonably incurred costs. This is not an automatic penalty.

Reshipping is possible by agreement and after payment of the actual reshipping costs.

10. Unavailability and Exceptional Delays

If, after the contract has been concluded, the seller discovers that the goods cannot be delivered, the seller will contact the buyer and offer a lawful solution, in particular a new delivery date, a suitable alternative with the buyer’s consent or a refund.

Replacement goods will not be sent without the buyer’s consent.

Exceptional, unforeseeable and unavoidable circumstances may result in delays. The seller will inform the buyer of any known material impact, and the buyer’s statutory rights remain unaffected.

11. Contact

Questions regarding shipping and order tracking: shop@lillys.cz • +420 777 567 744.

Operator: Bc. Michal Štrkolec – Lilly’s, Ghegova 1019/1, 602 00 Brno, Czech Republic, Company ID (IČO) 24509230 .