Shipping & Returns Policy

At LilyCraft, we take pride in the craftsmanship and quality of our products. The following policy explains how orders are processed, shipped, and handled if a return or issue arises.

This policy operates alongside your rights under the Australian Consumer Law (ACL). Nothing in this policy excludes, restricts, or modifies any rights you may have under the ACL.

Order Processing

All orders are engraved, prepared, and dispatched from our Brisbane workshop.

Standard processing time:
3–7 business days

This processing timeframe applies to all orders, including personalised and non-personalised items.

During peak seasons such as Christmas or major sales events, processing times may be slightly longer.

If you require an order urgently, please contact us before placing your order and we will do our best to accommodate your request.

Shipping

Domestic Shipping (Australia)

We currently ship within Australia only.

Orders are sent via Australia Post and selected courier partners.

Delivery Time Estimates (after dispatch)

• QLD, NSW, VIC metro areas: 1–5 business days
• WA, NT and regional areas: Australia Post delivery estimates apply

Delivery timeframes are estimates only and may vary depending on location and courier network conditions.

Shipping Costs & Delivery

• Free Standard Shipping: Offered on all Australian orders. (Please note: Some remote or regional locations may incur an additional courier surcharge. If this applies to your order, we will contact you before dispatch).
• Express Shipping: Available for purchase during checkout. Please note that Express Shipping fees are non-refundable. If the carrier fails to deliver within their estimated timeframe, we cannot refund the express postage cost. This is a carrier issue, not a LilyCraft issue.
• Carrier Delays & Missed Deadlines: We work hard to craft and dispatch your items within our standard 3–7 business day timeframe. However, once your parcel leaves our workshop and enters the courier network, it is completely out of our control. LilyCraft is not responsible for carrier delays, missed delivery dates, or late arrivals for special events. Any transit delays or delivery issues must be taken up directly with the carrier. We do not offer refunds or accept returns for items that arrive later than expected due to courier delays.

Local Pickup

Local pickup may be available from our Brisbane workshop by prior arrangement.

International Orders

LilyCraft no longer offers international shipping outside Australia.

Due to increasingly complex customs regulations, import duties, and clearance delays, international shipping has become unreliable and is no longer offered.

International Bulk Orders (EXW Terms)

International businesses may place bulk orders under EXW (Ex Works) terms.

Under EXW terms:

• Goods are sold and made available for collection at our Brisbane factory
• The buyer is responsible for arranging all transport and logistics
• The buyer is responsible for export documentation, freight, customs clearance, duties, taxes, and import compliance

Once goods are made available for collection, all transport risk and responsibility transfers to the buyer.

Businesses interested in bulk purchases may contact us to arrange order details and collection.

Returned to Sender / Non-Collection

If an order is returned to us due to:

• An incorrect address provided by the customer
• Failure to collect the parcel from a carrier collection point
• Delivery refusal

The customer will be responsible for all reshipping costs and handling fees.

If reshipping is declined, the goods will be considered forfeited and non-refundable.

Returns & Refunds

Because many LilyCraft products are personalised or custom engraved, return eligibility is limited.

Damaged, Faulty or Incorrect Items

If your order arrives:

• damaged in transit
• faulty or defective
• incorrect or not as described

please contact us within 7 days of delivery.

In accordance with the Australian Consumer Law, we will repair, replace, or refund the item where appropriate.

Reporting an Issue

Please email us with:

• your order number
• a description of the issue
• clear photographs of the problem

In many cases we will replace the item without requiring it to be returned.

If the item must be returned for inspection, we will provide return instructions and cover return shipping where the issue is confirmed to be our responsibility.

Change of Mind – Personalised Items

Personalised or custom-made items are produced specifically for each order and cannot be resold.

For this reason, we do not accept returns, exchanges, or refunds for change of mind on personalised items.

This does not affect your rights under the Australian Consumer Law where goods are faulty, damaged, or not as described.

Change of Mind – Non-Personalised Items

Change-of-mind returns may be accepted for non-personalised items only, subject to the following conditions.

Eligibility

• Return requests must be made within 7 days of delivery
• The item must be unused
• The item must be returned in original condition and packaging
• The return must be approved before sending

Restocking Fee

A 20% restocking fee applies to all approved change-of-mind returns.

This fee covers administrative processing, inspection, labour, and handling costs.

Shipping Costs

Shipping costs are non-refundable.

For orders that originally qualified for free shipping, the actual shipping cost paid by LilyCraft will be deducted from the refund.

Return Shipping

Customers are responsible for arranging and paying for all return shipping costs.

We do not provide prepaid return labels for change-of-mind returns.

Return Approval

Returns must be approved before being sent back.

To request a return:

1. Contact us with your order number and return request.

2. Once approved, we will provide a Return Authorisation Number and return address.

Items returned without authorisation may be refused.

Refund Processing

Once a returned item is received and inspected, approved refunds will be processed within 7 business days to the original payment method.

Banks and payment providers may require 1–3 additional business days to complete the transaction.

Policy Updates

LilyCraft reserves the right to update or modify this Shipping & Returns Policy at any time without prior notice.

Any changes will take effect immediately once published on this page. The policy in effect at the time of purchase will apply to your order.

We recommend reviewing this page periodically to stay informed of any updates.