Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at info@lilyandluna.com.au. 

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

Customers are responsible for return shipping costs for change-of-mind returns. Original shipping charges are non-refundable.If the item is faulty, damaged, or incorrect, we will cover the return shipping cost.

You can always contact us for any return question at info@lilyandluna.com.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@lilyandluna.com.au.

Returns & Refund Policy

Each of my items is handmade with care, and I want you to love your purchase. Please read the following details before placing your order.

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.

Change of Mind

• As most items are handmade to order, I’m unable to accept returns or offer refunds for change of mind once orders have been placed.

Custom & Special Orders

• Custom-made and special orders are created specifically for you and therefore cannot be refunded or exchanged.
• All custom/special orders must be paid for in full prior to production.
• Please double-check all order details before confirming your purchase.

Faulty or Damaged Items

• If an item arrives damaged or faulty, please contact me within 7 days of receiving your order.
• I may request photos of the damage or fault to assist with assessment.
• If approved, I will arrange a replacement or refund as appropriate.

How to Request a Return

• Please contact me via email or the contact form on the website before sending any items back.
• Returns received without prior notice may not be accepted.