Frequently Asked Questions

Will I be sent artwork to approve before my order is sent to production?

We will not send you artwork proofs unless you specifically request them. Artwork proofs cost time, delaying your order to go into production, but to put your mind at ease, we offer our 100% satisfaction guarantee. If you don't completely love your order when you receive it, you may shoot it back to us for a full no hassle refund.

Can I pick up my order?

If your order is urgent, please contact us to arrange a pickup time and location to ensure you receive your item before your required date. Pickup will be in the Brisbane Region.

What Payment Methods do you accept?

We accept the following methods of payment: 
MasterCard and Visa – Via our secured online checkout
Direct Deposit – Details are provided during checkout, please use your first initial and last name as the reference.
PayPal – PayPal is available and can be used even if you don’t have a PayPal account.
Please note that payment via direct deposit is only available for Australian Customers.
We use 3rd party payment processors, and at no time do we have your credit card details on our servers.

What currency are the prices displayed?

LilyCraft processes all orders in Australian Dollars. You may select to display other currencies, however checkout will be processed in Australian Dollars and may vary slightly from the other currency displayed. Currency conversion fees charged by your bank are your responsibility.

Will I be charged Taxes?

GST is included within our prices for all Australian residents as applicable, so the price that you see is the price you pay.
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.

Please check with your country’s customs office to determine what these additional costs will be prior to purchasing.

Do your products require assembly?

Many of our products require minor assembly to allow for cost effective and safe shipping. Please read the product description provided on the product page for details.  If you are uncertain, please contact us for help.

How much does Delivery Cost?

Australia wide, we offer free standard shipping. If you require your item quickly, we offer Express during checkout as an upgrade.

All orders are sent by Australia Post or Courier, Pickup from Brisbane is available also upon request.

You can get an estimate of the shipping cost to your destination other than Australia during checkout.

Do you ship internationally?

LilyCraft will ship your order World Wide - except for Europe currently as we put our VAT collecting systems in place. All of our delivery charges need to be quoted for international orders.  Please contact us for a shipping quote, or calculate it in your shopping cart during checkout.
International shipping takes between 2-5 weeks on average wold wide for the most economical air mail, or we offer the option to upgrade to registered mail and express international postage for faster delivery with tracking.

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 and vary by country.

Can I make changes to the artwork options?

Absolutely! We create all our artwork in-house so we are completely flexible with all our artwork options. If you like an aspect of one artwork option and to combine it with a different artwork option, we can do that for you easily. All artwork is free of charge. Simply include the request with your other details when you add the item to your cart and our graphic designer will see it when they are preparing your artwork.

I have my own artwork, can I use that instead?

You certainly can. Simply send through your design to us and we will use it when your artwork is prepared for review. If your atrwork needs to be converted to a vector format to ensure the best possible detail, there is a charge of $20 for this as it is a manual tracing and design job.

How long will it take for my order to be crafted?

Production time varies by the production process used and takes into account drying time for colour coated products and the complexity of production technique. Estimates of production times are provided on the individual product pages.

Let us know if you need your order urgently and we will let you know if we can meet your deadline. In most cases the answer is yes.

Do you have a showroom I can view your products?

We’re an online only business and our insurance does not cover customer access to our factory. Our facility consitst of a factory and a warehouse with a dispatch area which is an unsafe environment for customers to visit. We know it is difficult to make decisions based off product photos online, which is why we guarantee, that if you don’t 100% love your personalised items when you receive them in the mail, that you may return them to us for a full no hassle refund – even it it has been customised for you.

Can I place my order by phone?

We're working way too hard to be taking phone calls all day, but we'd love to hear from you by email, to avoid mistakes in spelling and communication, and so your order comes through our carefully crafted order system.

What happens after I purchase?

Your order will go through several steps to ensure you receive the best possible product, and you can track your live order status through the link we'll send you by email in your order confirmation.

• After you have placed your order you will receive an automatically generated email confirming that we have received your order.
• One of our designers will then see the info you have provided for your order and prepare your artwork.
• Your order will then move straight on to our production team who will craft your order for you.
• Once production has been completed, you’ll be sent a notification that your order has been crafted, along with photos, and then again when shipped out to you, along with your tracking number and link if applicable.

What happens if my item is damaged in transit?

We send out hundreds of products a week, much of which can be fragile. Given this we have perfected our packaging procedure and as a result, breakages are very rare, but they do happen. If your order is broken in transit simply send us a photo of the broken product and we will organise to get a replacement out to you at our expense.

How do I know if the products I’d like to order are in stock?

LilyCraft strives to keep all items in stock in adequate quantities to meet your needs; however like with all retail businesses, some stock will sometimes run low faster than expected. If an item you have ordered is unavailable in the advertised time frame, our staff will contact you as soon as we are aware of this to let you know and provide you with the option to replace or refund/credit your order as you wish.  Items on our website listed as "Available" are to the best of our knowledge, available to ship to you within the advertised time frame.

I'm in a rural location.  Will this delay my order delivery?

We use a courier service to deliver your products to you, which makes shipping fast to most locations but if you live in Tasmania, Northern Territory, Western Australia or in a rural location, we recommend you leave at least 7-14 days shipping time for bulky goods on top of our standard delivery times. We can get your items to you fast even in a rural location, but as the courier will charge us a fee for this, we will contact you to discuss the quote before we process your order.

Are the online transactions secure?

LilyCraft assures that all transactions conducted online are completely secure. Our website uses SSL to encrypt all of your personal information. We use strong security measures to prevent the loss, misuse and alteration of your information once it is in our records. We do not have access to view credit card numbers, nor is this stored on our systems.

My items have been lost in the mail.  What should I do?

The first thing to do is contact Australia Post with your consignment note number handy. If your parcel cannot be located by Australia Post, we will lodge an enquiry from this end for you. 

Bulk Orders

If you order in bulk, we will contact you to let you know the timeframe for delivery if we do not have enough stock in our warehouse for immediate dispatch. 

Can we ship to PO Boxes?

We sure can. We use Australia Post for all PO Box deliveries.