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Where are you located?
Sydney- or more specifically: Mount Druitt 2770
How long does shipping take?
Not including our processing time, postage can take up to 2-7 business days for Australia post standard shipping and 1-4 business days with express shipping.
Can I pick up my item?
Yes, you can! Please select the pickup option at the checkout, instead of choosing a postage method. You will get an email with collection details once your order is ready.
Pick up is from Western Sydney NSW
How do I know when my order is dispatched?
As soon as your order has been dispatched we will send you an email with your tracking details, so you can keep an eye on its progress. You can also login in to your account and check your order status at any time.
I have not received my order, what can I do?
If you feel that the delivery time has been longer than it should have, please check on the status of your order in your customer account. You can then contact the courier company with the tracking details. If you are unable to see the tracking details please contact us here, and we will be able to help.
My order was received damaged, what can I do?
We package all our products with the utmost care, so if by chance your item/s arrive to you damaged, simply email us immediately on lilyandcocreations@gmail.com to organise a replacement.We will be more than happy to replace the item for you and ensure your new order arrives safely.
Please be aware you will be needing to pay for shipping costs if that was the original method of delivery.
As we are a personalising/custom/bespoke service, as you can understand we are unable to refund or exhange if you change your mind.
What is the turnaround time for my order?
Each piece is hand-made to order and created with the utmost love and care. We have a current turnaround of 1-3 business days for standard orders (this does not include custom, wholesale, business and wedding signage). Please note our current processing times in the homepage header as this gets updated regularly. Times may vary during peak periods such as Christmas and Easter and are subject to change without notice. We do, however, try to have the quickest turn-around possible ♡
Please note: The Order process only commences payment remittence has been recived.
Returns
How do I return an item?
We take extreme pride and care when creating your items for you.
Due to our items being custom made, we do not accept returns on personalised products, except in the case of an error simply email us immediately on lilyandcocreations@gmail.com to organise a replacement. We will be more than happy to replace the item for you and ensure your new order arrives safely.
Please be aware you will be needing to pay for shipping costs if that was the original method of delivery.
Please note: Some of our products are natural wooden products; therefore not each disc/memory drop is the same. There will be some imperfections in laser work due to the natural nature of the product. By purchasing, you acknowledged this and no refund will be issued for change of mind.
Can I exchange for a different item?
Due to our items being custom made, we do not accept returns or exchanges for change of mind.
Custom Products
→ The Process
When we are creating a design or personalising a design from scratch we will be sure to send you a proof before we make it to confirm you are happy with the product, the quicker we get the approval from you, the quicker we will get it made and sent. Please note: We do not send proofs for our listed items these are only sent for custom orders. When personalising your order please double check all spelling as we will copy the text exactly to what we see.
Do you offer other colours that are not listed?
Yes, we can get other colours that are not listed as options.
Best to get in touch with us at lilyandcocreations@gmail.com
to discuss this in detail.
Please note this would be a custom order and will include additional charges.
