Refund policy

Changed your mind?

You have 30 days from the day your order arrives to request a return.

To be eligible, the item needs to be unused, in its original condition and in its original packaging. You’ll need your order number or proof of purchase.

Return postage is yours to cover. We don’t provide prepaid return labels and original shipping costs aren’t refunded.

Two exceptions:

Sale items can’t be returned or exchanged for change of mind.

Personalised items can’t be returned or exchanged for change of mind, because each one is made specifically for you with your text on it. We make it exactly as you’ve entered it, so please check your spelling carefully before ordering.

Exchanges

We’re happy to exchange anything that isn’t personalised or on sale, within the same 30 days. Postage both ways is covered by you.

Email us with your order number and what you’d like instead and we’ll let you know what’s available.

Faulty, damaged or incorrect items

If something arrives damaged, faulty, or isn’t what you ordered, email us within 30 days of delivery with your order number and a photo. We’ll replace it or refund it, and we’ll cover return postage and your original shipping.

This applies to everything we sell, including sale items and personalised pieces. Nothing is excluded when the fault is ours.

How to start a return

Email hello@lillyjaynecollective.com.au with your order number, what you’d like to return, and whether you’d prefer a refund or an exchange. Add a photo if the item is damaged or faulty.

We’ll reply with where to send it. Please contact us before posting anything back, as we can’t accept returns that arrive without warning.

Refunds

Once your return reaches us, allow up to 14 days for processing. Refunds go back to your original payment method, and your bank may take a few extra days to show it.

Your rights under Australian Consumer Law

Nothing in this policy limits your rights under Australian Consumer Law. You’re entitled to a replacement or refund for a major failure and to have goods repaired or replaced if they aren’t of acceptable quality. These rights apply regardless of our change of mind policy, and they apply to sale items and personalised items.