Shipping & Returns
How long does it take for my order to be sent?
Production time varies by the production process and complexity of production and drying times for coated products. Estimates of production times are provided here:
- Stock Orders: Dispatched next day
- Personalised / Custom Products: 5-10 working days
Please let us know if you need your order urgently and we will let you know if we can meet your deadline. In 99% of cases the answer is yes we can.
How much does delivery cost?
SHIPPING IS FREE, AUSTRALIA WIDE FOR ALL ORDERS.
Rural areas may incur an additional shipping cost, and we will get in contact with you if need be, but in most cases we will absorb the extra shipping cost to rural areas.
All orders are sent by Australia Post or Courier, Pickup from Brisbane is available also.
You can get an estimate of the shipping cost to your destination other than Australia during checkout.
How long does it take for orders to be delivered once shipped?
All orders within Australia are sent via Australia Post or Courier. We can ship to PO Boxes.
Delivery times, once your order has been dispatched depend on delivery location (i.e. QLD/ NSW vs WA or NT). If your order is urgent please contact us first and we’ll check that it’s possible to meet your deadline.
Customs Duties and Taxes
Shipments sent outside of Australia are sold exclusive of GST and may be subject to import duties and taxes, which may be levied once a shipment reaches your country. Please note international buyers are responsible for any customs duties, taxes, VAT, brokerage fees or tariffs levied after the initial Australian postage. These fees are separate from the cost of postage charged and vary by country.
We are not currently accepting orders from Europe through our site, you may order through our Etsy store for all European customers, who will collect your VAT up front.
Returns & Exchanges
LilyCraft has grown to become the business it is today because we deliver to our customers exactly what they purchased, or we did not do our job.
We’ll work closely with you following your order to ensure you receive products which you will proudly show to your family and friends. This is how we have grown to become what we have, by people like you, talking about how happy they were about the products we crafted for them.
LilyCraft will gladly refund an order if your order arrives not as described or faulty. We do not refund due to change of mind as our products are personalised and customised specifically for you.
We have perfected our packing process so we experience very few breakages, however in the very rare event that your item is damaged in transit please send through a photo of the damaged product and we will organise a replacement asap.
Please note as all products are personalised we are unable to offer refunds once the production process has commenced unless the mistake was an error on our part. For non-personalised products, if the item is not as described or doesn’t meet the purpose it is intended for we will gladly offer a refund or exchange once you have shipped the product back to us. Return shipping costs is the customers responsibility.
Once we have received your returned item, we will process the refund within 7 business days to your original payment method. Please allow approximitely 3 business days for the amount to show up on your card/account.
We must be informed within 7 days of your order arriving damage or faulty for a refund to be applicable.
Any refund must be prior arranged with our staff and confirmed. We will provide a return number for your parcel.
Return postage costs is to be paid by the buyer, and refunds will be processed only when goods are received back at our facility.
LilyCraft will make the final decision if an item is faulty or not as described and determine if the level of issue warrants a refund or replacement.
Returns or exchanges due to change of mind will not be accepted as all of our products are custom made for each order. If in any circumstance you pay for return shipping LilyCraft will not reimburse postage costs to you. If in any circumstance you return items to us without authority or refuse delivery, we reserve the right to charge you for any costs associated with this including extra delivery fees and it is our right not to accept your return for change of mind. Any unauthorised returns will not be refunded.
If you are for any reason unhappy with your purchase please email or call us and we will do our very best to resolve any issues, and make your purchase with us a pleasant experience.