Refund policy

Return & Refund Policy

We want you to be happy with your Lily & Luna purchase. If you change your mind, you may request a return or exchange within 14 days of receiving your order.

Change of Mind Returns & Exchanges

To be eligible for a change-of-mind return or exchange, the product must be unused, unopened where applicable, and in the same condition in which it was received, including its original packaging.

Products that have been used cannot be returned or exchanged simply because you have changed your mind.

Customers are responsible for all return postage costs for change-of-mind returns and exchanges. Original delivery charges are non-refundable.

Please contact info@lilyandluna.com.au before returning any product. Return instructions will be provided once your return has been approved.

Return instructions and the return address will be provided once your return is approved.

Damaged, Faulty or Incorrect Products

Please inspect your order when it arrives. If your product is damaged, faulty, or you have received the wrong item, please contact us as soon as possible so we can assess the issue and arrange an appropriate solution.

Where a product is faulty, damaged or incorrect, Lily & Luna will cover reasonable return postage costs where applicable.

Nothing in this policy excludes or limits your rights under the Australian Consumer Law.

Custom & Special Orders

Custom and special orders require a 50% deposit before work begins, together with written confirmation of the order, including acceptance of the agreed quote.

Once the deposit and written confirmation have been received and work has commenced, the order cannot be cancelled and the deposit is non-refundable.

Custom and special orders cannot be returned or exchanged for change of mind.

This does not affect any rights you may have under the Australian Consumer Law if a custom-made product is faulty, damaged, not as described, or otherwise fails to meet a consumer guarantee.

Sale Items & Gift Cards

Change-of-mind returns or exchanges are not available for gift cards. Any exclusions applying to sale or clearance products will be clearly stated at the time of purchase and do not affect your rights under Australian Consumer Law.

Packaging & Delivery Care

• I take great care to ensure all orders are packaged securely so they arrive safe and sound.
• Wherever possible, I use extra protective packaging to prevent damage in transit.
• If your parcel arrives damaged despite these precautions, please contact me as soon as possible so we can resolve the issue.