Refund policy

Non-returnable items

All Lily & Colors products are personalised (e.g., containing your names, dates, or venue details) or created to your bespoke specifications and therefore cannot be returned or refunded, unless they arrive damaged or incorrect (as a result of a mistake we have made).

Damages, issues or incorrect items

Please inspect your order upon receipt and contact us by email within 7 days if the item is defective, damaged, or if you have received the wrong product, so that we can evaluate the issue and make it right.

Please note that once products are handed over to the shipping carrier, title and risk of loss pass to you. We cannot be held responsible for delays or damages caused during transit. Any claims for carrier-related issues must be made directly with the carrier.

Depending on the issue, we may replace or refund the damaged/incorrect goods. The decision of whether to offer a replacement or a refund is at our sole discretion.

Cancellations Before Dispatch or Completion

How to cancel

All cancellation requests must be emailed to us. The total amount paid will be refunded if the cancellation is made within 24 hours after placing the order.

After 24 hours

If you wish to cancel your order more than 24 hours after placing it, a 50 CAD administration fee will be charged. Your refund will be your order total minus the 50 CAD fee.

After Artwork Creation

If we have already created any personalised designs/artwork for your order, a design fee of 50% of your total order value will be deducted from your refund.

After Artwork Approval

Once you have approved artwork for printing, no cancellations can be accepted. In this case, the full balance of your order is retained.

Timeframe for Refunds

If your refund is approved, we will refund you on your original payment method within 14 business days (subject to any applicable cancellation or design fees above).

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 lilyandcolors@gmail.com.

EU 14-Day Cooling-Off Period

The EU cooling-off period does not apply to personalised goods (for example those featuring your name, date, or venue details) or items otherwise exempt under local consumer law. 

 

You can always contact us for any return question at lilyandcolors@gmail.com.