Returns/Refunds

Embroidered Knits

Due to personalization we cannot accept returns or exchanges for change of mind purchases, unless faulty. There are many examples of my work and the font I use on our website or Instagram page. Please ensure you thoroughly check your selections before submitting your purchase. 

Exchanges

We only accept exchanges for damaged/faulty items. Please contact us at lillyembroiders@gmail.com.

Faulty Knitwear

If you believe the order you received is incorrect or faulty please contact us at lillyembroiders@gmail.com within 7 days of receiving your package with all of your order details for us to assist you promptly. 

Conditions Any item returned must be returned in the condition you received it. All packaging/tags must still be in tact, items must not be washed and items must be in unused/unworn condition. 

Shipping costs and gift cards are non-refundable. 

How to return:

1. Contact us by email ONLY within 7 days of receiving your items. Please include your full name, order number and item you are wishing to return. Email: lillyembroiders@gmail.com with the subject as "RETURN #*order number*"

Please do not DM us on Instagram with order enquiries as it is very difficult to keep track of all of them and we will direct you to email.

2. Once we have accepted your return we will email you our return shipping address. Please include a note inside your parcel with your full name and order number. The cost of return shipping is the responsibility of the purchaser.

3. Lodge your parcel at your nearest post office. We recommend you paying for tracked shipping, as we do not accept responsibility of any returns lost in transit.

4. Once we have received your returned item we will assess it. If your refund is approved, you will be refunded on your original payment method or issued with a gift card. Please remember it can take 7-10 working days for your bank or credit card company to process the refund.