Shipping & Returns

✅ Returns & Refunds Policy

At LilyCraft, we take pride in our craftsmanship. Because most of our products are personalised or made-to-order, we do not accept returns or exchanges for change of mind.

That said — if something goes wrong, we’ll fix it. If your item arrives damaged, faulty, or not as described, we’ll replace it or refund you.

📝 Return Eligibility

We accept returns or offer replacements/refunds if:

• Your item is damaged in transit
• Your item is faulty or defective
• You received the wrong item, or it’s not as described

📅 You must contact us within 7 days of receiving your order to be eligible.

🔴 Non-Returnable Items

• Personalised or custom-made items (unless damaged or incorrect)
• Change-of-mind returns are not accepted

📦 How to Request a Return or Replacement

1. Email us at [your email] with your order number, a description, and clear photos of the issue.
2. Once approved, we’ll send return instructions or organise a replacement.
3. If a return is required, we’ll issue a Return Authorisation Number and return address.

Please don’t return anything without approval first.

🚚 Return Shipping

• If we made an error, we cover return shipping.
• If the item is returned due to refusal, non-collection, or incorrect address, you cover the cost of reshipping and handling.

Return Shipping Responsibility

In most cases, we’ll simply replace faulty, damaged, or incorrect items — no need to send the item back.

If we do require a return (very rare), and the issue was our fault, we’ll cover the return shipping and provide a prepaid label.

If a return is requested for any other reason, the customer is responsible for return shipping, and return must be approved in advance.

💳 Refunds

Once we receive the return (if required) and confirm the issue, refunds are processed within 7 business days back to your original payment method.

Your bank may take up to 3 additional business days to clear the funds.

🌍 International Orders, Customs & Shipping Info

📬 Customs Duties & Taxes

International customers are responsible for any customs duties, VAT, tariffs, or import fees charged by your country. These are not included in our product or shipping prices.

We don’t control or collect these fees — please check your local regulations before ordering.

If you refuse to pay customs fees and the order is returned or destroyed, no refund will be issued.

🚫 USA Shipping Suspended

Due to recent U.S. tariff changes, we have temporarily suspended shipping to the United States.
Australia Post does not currently offer a Delivered Duty Paid (DDP) option, which means U.S. customers must pre-pay duties before parcels can be shipped.

We’ll resume shipping to the U.S. as soon as Australia Post implements a DDP solution. At that point, U.S. customers will be required to pay duties up front at checkout.

⚠️ Important Shipping Update for U.S. Customers

The U.S. government has recently changed its import rules. From 29 August 2025, all international parcels are now subject to customs duties, even on small orders that used to be duty-free.

If you’re in the U.S. and order from us:

• Your parcel will still ship normally with Australia Post.
• When it arrives, USPS may ask you to pay a flat import duty (around USD $80–$200 per item) before delivery.
• This charge is set and collected by U.S. Customs, not by us.

👉 Please note: If duties are not paid and the parcel is returned or refused, we cannot refund the order. This is outside our control and comes directly from U.S. government rules.

We’ll keep sending orders as usual, but please be aware of possible extra costs and some delays while USPS and U.S. Customs adjust to the new system.

🔁 Reshipping Returned Orders

If your order is returned to us due to non-payment of customs fees, incorrect address, or failure to collect:

We can reship it to you.

You’ll need to pay the full reshipping cost and handling fee.

If you choose not to reship, the goods are forfeited and non-refundable.

🇪🇺 Orders to Europe

We’re currently not shipping directly to Europe via our website.
Please order via our Etsy store instead.

Etsy may collect VAT at checkout. If not, you may be required to pay VAT locally when collecting your parcel.

📬 Shipping & Delivery

🕒 When Will My Order Be Sent?

In-stock items: Dispatched next business day

Personalised/custom items: Made in 3–5 business days

Need it urgently? Email us — we’ll do our best to help.

💰 Shipping Costs

Australia: Free shipping on all orders.
Some rural or remote areas may incur an extra fee — we’ll let you know if that applies.

Pickup: Available in Brisbane.
International: Shipping is calculated at checkout.

⏱️ Delivery Times

Delivery times vary by location:

Metro QLD, NSW, VIC: 1–5 business days (after dispatch)

WA, NT & rural areas: Longer — Australia Post estimates apply

We ship via Australia Post and couriers. PO Box addresses are accepted.

❓ Still Have Questions?

We’re here to help.
Email us anytime at email us and we’ll look after you.