Refund policy

Thank you for shopping with Lily's Art. We take pride in the quality of our handmade products and want you to be fully satisfied with your purchase. Please read this Return and Refund Policy carefully before placing your order.

This policy applies to returns and refunds to the fullest extent permitted by applicable law and does not affect any mandatory rights you may have under local consumer protection laws.

1. 90-Day Return Policy

We offer a 90-day return policy, which means you have 90 days from the date of delivery to request a return.

To be eligible for a return, your item must meet all of the following conditions:

  • The item must be in its original condition
  • The item must be unused and show no visible signs of wear, damage, or alteration
  • The item must be returned in its original packaging
  • The return must include all original components, accessories, and inserts

We reserve the right to refuse returns that do not meet these conditions, except where refusal would not be permitted under applicable law.

2. Non-Returnable Items

Certain items are not eligible for return, including:

  • Items that have been used, damaged, or altered after delivery
  • Items not returned in their original condition and packaging
  • Customized or personalized items, where applicable and to the extent permitted by law
  • Items returned without prior approval
  • Items that are otherwise non-returnable under applicable consumer law

3. Return Process

To initiate a return, please contact us at:

Email: helplilycrafts@outlook.com

Please include your order number and the reason for your return request. If your return is approved, we will provide instructions on how and where to send your package.

Important: Items sent back without prior authorization may not be accepted, unless applicable law requires otherwise.

4. Return Shipping Costs

Customers are responsible for return shipping costs unless the item is defective, damaged, incorrect, or otherwise the return is required due to our error or as required by applicable law.

We recommend using a trackable shipping method, as we are not responsible for returns lost in transit.

5. Damaged, Defective, or Incorrect Items

If you receive a defective, damaged, or incorrect item, please contact us within 7 days of delivery.

You must provide:

  • Your order number
  • A description of the issue
  • Clear photos or videos showing the problem

We will review your case and, where appropriate, offer a replacement, repair, partial refund, or refund, as applicable and in accordance with applicable law.

6. Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved, your refund will be processed to your original payment method within 5–10 business days.

Please note:

  • Original shipping costs are non-refundable unless the return is due to our error or applicable law requires otherwise
  • Return shipping costs are generally non-refundable, unless otherwise required by applicable law
  • Customs duties, import taxes, VAT, and similar charges are generally non-refundable by us
  • Refund processing times may vary depending on your bank or payment provider

7. Order Processing and Production Delays

Due to exceptional demand and the temporary sell-out of stock, orders placed from Thursday at 9:00 a.m. onwards may require an additional 12 business days for production and processing while new units are being manufactured.

This extended production time is an estimated timeframe only and does not create a guaranteed delivery date. It also does not limit any mandatory rights you may have under applicable law.

8. Exchanges

We do not offer direct exchanges. If you wish to replace an item, you must return the original item, if eligible, and place a new order.

9. Order Cancellations

Orders can only be canceled within 24 hours of purchase, provided the order has not yet entered processing, production, or dispatch preparation.

After this period, or once an order has entered the manufacturing or preparation stage, cancellation may not be possible, subject to applicable law.

10. Late or Missing Refunds

If you have not received your refund after the stated processing time:

  • Check your bank account again
  • Contact your credit card company
  • Contact your bank

If you have done all of the above and still have not received your refund, please contact us at helplilycrafts@outlook.com

11. Contact

If you have any questions about returns or refunds, please contact us:

Email: helplilycrafts@outlook.com