FREQUENTLY ASKED QUESTIONS

Shipping and Policies

WHAT IS THE RETURN POLICY?

Return and Refund Policy 

Due to the fragile nature of prints, cost and the time it takes to process an individual print to order RETURNS ARE NOT POSSIBLE (unless you receive a faulty or damaged print).

** Please take the time to CHOOSE YOUR PRINT VERY CAREFULLY and make sure to measure your space and allow a budget for framing.

Greeting Cards and Furoshiki should be purchased carefully. RETURNS ARE NOT POSSIBLE (unless you receive a faulty or damaged print).

I want you to love your Lotus and Lilly Designs handmade order. If you have any issues or questions, please email designsbylotusandlilly@gmail.com within 7 days of receiving your order to discuss. 

If an item is deemed to be faulty, either a refund or exchange will be offered. 

Refunds cannot be given for change of mind. Exchanges may be possible if product is unused and in original packaging.

Return shipping cost is the responsibility of the customer.

Lotus and Lilly Designs will not be liable for deliveries marked as delivered but not received. Please make contact immediately if your parcel does not arrive in the expected time frame so we can investigate.

AUSTRALIAN SHIPPING/ POSTAGE

Standard delivery service is free Australia wide for all purchases $100 and over.
Australia post standard delivery service is used for all deliveries with email tracking provided.  Delivery times will vary.
See details below in Order Fulfilment regarding turn-around times for "made to order" products.
Please provide a street or business address and not a PO Box (due to delivery restrictions imposed by Australia Post).
Delivery times may be impacted by COVID-19. 
Order Fulfilment
All ready-made products in stock will be dispatched within 7 to 10 days. 
Prints are made to order so please allow 10 to 14 days for production; it will be worth the wait. 
Greeting cards - If "out of stock", please allow 10 to 14 days for production.
Furoshiki textile fabrics - If "out of stock" please allow 14 + days production and assembly.
If you need your order in a hurry, please send an email and I will advise if order can be dispatched sooner. 

HOW ARE ARTWORKS AND OTHER PRODUCTS SENT?

Original artworks and Digital Prints

Your original artwork will be carefully rolled within acid free tissue paper and sent in a secure rigid mailing tube.

All prints will be carefully rolled within acid free tissue paper and sent in a  rigid mailing tube. When unrolling the print, I suggest you handle it carefully with gloves or clean hands. It may retain the curve from the roll it was sent in when unpacked. If so, carefully unroll keeping the tissue paper on the printed surface for protection and put in a safe place laying flat. When ready, take it to your local framer for framing.

Greeting cards.

These will be sent in a rigid mailer.

Greeting cards come with a resealable cello bag and envelope.

Furoshiki textiles fabrics.

These will be sent in a resealable cello bag in a satchel to suit the size of the fabric.

DO YOU SHIP INTERNATIONALLY?

Due to the complexities of overseas/ international postage due to Covid-19, we currently offer international postage to New Zealand only.

We are now in the process of working out the finer details and will have International Postage available soon. In the meantime, if you are an international customer, please email me with your details and products you would like to purchase. I will try to my best to accommodate you.

PRICING 

All pricing is in Australian dollars AUD. Lotus and Lilly Designs is not required by Australian law to charge  GST. Should this change, we reserve the right to change our pricing without notice. 

PRIVACY

Your privacy is important. Personal information such as name, address and phone number obtained when placing an order will not, under any circumstances be used by or shared to any party outside of our organisation. Email correspondence will relate directly to your order.