ORDERS & POSTAGE - COVID-19 UPDATE
Lilly & Rose Australia is a 'non-essential' service and even though we are a home run business we still feel it is important to do our part with reducing contact and implementing self-isolation and social distancing. COVID-19 is a worldwide pandemic and our hearts go out to all of those directly affected, from mental health, stranded overseas, job loss or uncertainty and especially to those who have lost a loved one.
During this difficult time, we will NOT be posting parcels regularly.
For each order sent a courier is required to collect the parcel and then deliver to an Australia Post depot, the parcel then travels through the system and is required to be sorted and collected by a delivery driver who then needs to deliver the parcel to you – there is a great potential just in this process to spread the virus amongst many.
We still encourage online shopping and supporting as many small businesses as you can during this time.
For your continued support, we are offering FREE SHIPPING on all orders over $30 using code HAPPYTOWAIT
From our family to yours, we remind you to STAY HOME and STAY SAFE
**Please also note that we have been closed temporarily and e-mails & social media has not been monitored. Social media & e-mails are expected to re-open on the 30th of March 2020**
How long will my order take to arrive?
All stock orders are generally packed and posted within 24 hours, however please allow up to 4 business days during peak seasons or sale events for orders to be processed and posted. Personalised items can take 2-4 weeks to be completed and sent out.
Once an order is posted, you will receive an e-mail with all updated information including tracking details.
Orders are currently being sent via Australia Post Parcel Post, you can calculate estimated delivery times here;
Please note that Lilly & Rose Australia has no control over any delays experienced with Australia Post, however when facing delays please do make contact so I can lodge any necessary complaints or inquiries for you.
What is your policy on Refunds & Returns?
Refunds or Returns are not accepted for change of mind, circumstance or incorrect ordering, due to the nature of the products supplied.
At Lilly & Rose Australia, we take the utmost of care supplying accurate product descriptions, inspect each item individually for quality on arrival and prior to sending out to you.
In the unlikely event of a faulty item, please contact me immediately with a description and photos of the fault or issue. Faulty items may need to be returned for inspection prior to a refund or replacement being issued.
What happens if Australia Post damage my order?
Accidents can happen, Parcels can be damaged in transit. You will need to notify Australia Post directly of such damages, either by visiting an office or submitting an online form.
You can find more on Lost or Damaged mail here;
I still have not received my order and think it may be lost in transit?
All orders are supplied with a unique Tracking Number, this helps to locate the parcel in the event it should go missing. Please contact us if you believe an item may be lost in transit.
The first step will be to have Australia Post begin an investigation, They will then either locate the parcel and send it back on it's way or deem it as lost.
In the event Australia Post deem the parcel as lost, Lilly & Rose Australia will offer a refund or replacement.
Please note this does not include parcels that have been scanned as 'Delivered'.
Do you offer Wholesale?
Yes! We welcome all wholesale enquiries, and work with each individual based on product and quantity.
I want to order a custom item, how long will it take?
Custom orders vary, they can take anywhere from 1 - 4 weeks to complete. As you can understand if we already have a number of custom orders waiting these need to be completed first before starting.
We are always happy to try and accommodate any requests or deadlines, however please make sure to confirm these prior to making a purchase.
Can I cancel a custom order?
Lilly & Rose Australia does not currently accept any cancellations for change of mind, circumstances or incorrect ordering.
We do our very best to make sure our product photos are as close to the exact product colour as possible, but due to the many variations in monitors and browsers, colour may appear different on different monitors. Products are all photographed in various lighting, including unnatural professional lights and this can also have an impact on the colours when viewed. Computer monitors are not all calibrated equally and colour reproduction on the Internet is not precise. Since it is not possible to guarantee our online colours will look the same on all computers, we cannot guarantee that what you see will accurately portray the colour of the actual product. We have made every effort to make the colours and finishes on screen as close as possible to the colours and finishes of the products supplied. However, we cannot guarantee an exact match in colours and finishes and the images and information on this website should not be relied on as such. The representation of colours, gloss levels, metallic pigment effects and textures are limited by technology and may vary due to screen settings.
I have a question or concern that has not been answered here?
Please always feel free to contact me directly with any questions or concerns you may have!