LilyCraft Terms & Conditions

Welcome to LilyCraft! We’re an Aussie business that’s all about crafting quality, personalised products with care. By using our site or placing an order, you agree to the terms below. They're here to keep things clear, fair, and running smoothly — no legal waffle, just the stuff that matters.

Orders & Cancellations

• Orders aren’t final until we accept them — we may cancel or adjust quantities if needed (we’ll let you know).
• If something's out of stock or there's an issue, we’ll reach out to sort it with you.

Personalised Products

• We copy and paste your custom text exactly as you provide it — spelling and grammar included. Double-check before submitting.
• Proofs are only sent if you specifically request one. Approving a proof (or not requesting one) means you're happy with the layout.
• Once production starts, no changes or cancellations can be made.
• Natural wood has knots, grain variation and colour differences — it’s part of what makes each item unique.

Production Times

• It's your responsibility to order well ahead of any required date. We can't guarantee delivery by a specific day unless we've confirmed it in writing.
• We’re not liable for missed event dates or deadlines due to courier delays, customs, or anything else outside our control.
• Stock items: Usually ship the next business day.
• Custom orders: Around 5–10 working days to make.
• If you have a deadline, tell us at checkout or via email — we’ll do our best to meet it.
• Public holidays or busy periods might slow things down a little — we’ll communicate if there's a delay.

Gift Wrap

• If you choose gift wrap and we miss it or it’s damaged in transit, we’ll refund the cost of the gift wrap — not the full order.
• Gift wrap is a service add-on and not essential to the product itself.

Shipping & Delivery

Australia

• Shipping is free across Australia.
• Remote locations may cost extra — we’ll get in touch if that’s the case (we usually wear the cost).
• You’ll get a tracking link when your order ships.
• If you don’t request signature on delivery, your order may be left unattended.
• If your parcel is lost in transit and confirmed by the carrier, we’ll replace it at no charge.

International

• You are responsible for any and all import duties, taxes, VAT, or customs charges.
• These aren’t included in your order total — your local post office or customs may request payment before delivery.
• If you refuse to pay and the parcel is returned or destroyed, you forfeit the goods — no refund.
• If returned and you want it resent, you’ll need to cover the full postage cost again.

EU Customers

We don’t currently ship to Europe through our website. Please use our Etsy store where VAT is handled appropriately. If Etsy doesn’t charge you VAT upfront, you may still need to pay it locally before receiving your parcel.

Order Tracking & Notifications

We use an order status system to share updates, product photos, and packaging details with you as your order progresses.

While we do our best to keep it running smoothly, if the system goes down for any reason — due to server issues or external services — you might not receive some notifications or photos. These things can happen and are out of our control. Your order will still be processed and shipped as normal.

Returns & Refunds

• If your item arrives damaged or isn’t what you ordered, contact us within 7 days. We’ll fix or replace it quickly.
• Send photos of any damage so we can assess the issue.
• If it’s our mistake, we’ll cover return costs and sort it out.
• We don’t refund for change of mind or if you made a spelling/personalisation error.
• Unauthorised returns or refused deliveries may incur extra charges or be refused.

Address Changes

• Address updates are only possible before production or dispatch begins.
• If your order is returned due to incorrect address, you’ll need to pay for reshipping.

Pricing & Payments

• All prices are in Australian Dollars (AUD).
• Prices may change without notice.
• International customers: your bank may charge currency conversion or foreign transaction fees — this is outside our control.
• We don’t store your payment info. All payments are handled securely by third-party providers.

Product Descriptions & Colours

• We aim for accuracy in our descriptions and photos, but natural materials vary.
• Timber grain, colour, and small imperfections are normal — they’re not faults.
• If a timber species becomes unavailable, we’ll use a similar high-quality hardwood.

Promotions & Coupons

• One coupon per order — no stacking.
• Coupons must be entered at checkout; they can’t be applied later.
• Promotions and codes may change or end at any time without notice.
• Minimum spend thresholds exclude shipping (e.g., $100 minimum means $100 in product, not including postage).

Knife Sales Disclaimer

• You must be 18+ to purchase a knife.
• Our knives are tools for cooking, camping, and everyday use — not weapons.
• We don’t sell prohibited knives (e.g., flick knives, spring-loaded blades).
• We won’t engrave anything referencing violence, self-defence, or unlawful activity.
• You are responsible for complying with your local knife laws.
• LilyCraft is not liable for injury, misuse, or legal issues relating to knives.

Your Privacy

• We respect your privacy. Your info is only used to process your order or contact you about it.
• You may receive emails for order updates, reviews, or the odd product offer — unsubscribe anytime.
• We never store or share your payment details.

Cookie Banners

We don’t use cookie banners. We don’t track your behaviour, and we don’t show annoying popups asking for consent to something you’re not even interested in. We don’t sell to Europe and aren’t required to comply with GDPR consent banners — and we think the internet’s better without them.

Liability Disclaimer

We are not responsible for any loss, damage, injury or inconvenience caused by the use or misuse of our products, delays in shipping, or by using our website.

You agree to use our products safely and for their intended purpose. LilyCraft is not liable for:

• Accidents or injuries caused by the use or misuse of our products
• Loss or damage due to missed deadlines, delivery delays, or courier issues
• Errors or omissions on our website
• Any indirect or consequential loss

We follow Australian Consumer Law and will always honour our obligations under it — including offering a remedy if a product is faulty, not as described, or unfit for use.

Force Majeure

Sometimes, things happen that no one can control — floods, fires, strikes, pandemics, server outages, you name it. If something outside our hands prevents us from fulfilling an order or meeting a deadline, we won’t be held liable for delays, disruptions or non-performance. We’ll always do our best to keep you updated and deliver as soon as reasonably possible.