An order is sent in two parcels when the items in it are in two different warehouses and can't all be sent from one place. Lilja has warehouses in Finland and Germany, and each parcel is sent from the warehouse where the item is.
Shipping cost
When an order has to be sent from two warehouses, two shipping costs apply, and you see both at checkout before you pay.
Would you rather get everything in one parcel?
We can combine the order for you. It takes longer, because the items first have to be brought together in one warehouse, and we refund the second shipping cost. Email hello@liljathelabel.com with your order number as soon as you've placed the order.
How to tell that your order was split
- You get a separate shipping confirmation email, with its own tracking link, for each parcel.
- Each shipping confirmation lists the items in that parcel.
- The parcels can be sent on different days and arrive at different times.
Part of my order arrived and part is missing
Check your inbox and spam folder for a second shipping confirmation, and compare the items listed in each one with your order confirmation. If an item isn't in any of the shipping confirmations, or a parcel's tracking isn't moving, email hello@liljathelabel.com with your order number.
Returns and exchanges
A split order is still one order. Register your return or exchange in the returns portal with the same order number, whichever parcel the item came in.
Related: An item is missing from my parcel or I received the wrong item and Where is my order?