Shipping + Returns

SHIPPING POLICY

Do you ship to my country?

  • We ship worldwide. UK residents please purchase via my ETSY shop.

When will my order ship?

  • All orders are shipped weekly.
  • All pre-order pins orders will receive shipping updates during the manufacturing process. Please refer to the pre-order listings for more details.
When will I receive my Order?
  • Domestic Orders (within Australia) will arrive 10-15 business days after dispatch.
  • International Orders (outside Australia) will arrive 8-12 (estimate) weeks after dispatch. This time frame is currently lengthy due to the global pandemic. I, unfortunately, have zero control over how long it takes postal services around the world to process & deliver your order.
  • I will not be held responsible for any customs delays in your country

Do you offer Tracking?

  • The default shipping method is standard.
  • To upgrade your shipping to include tracking, please do so during the checkout process.

My International Order hasn't arrived

  • I'm sorry to hear that. Please note that International shipping can take between 12-15 weeks depending on where you live and your country's customs.
  • If you still haven't received your order after 10 weeks days from your order dispatch date, please get in touch and I'll pop another in the mail ASAP.

What should I do if the Address on my Order is wrong?

  • If your order hasn't been shipped yet please get in touch with me ASAP and I'll correct the address.
  • If your order has shipped I'm so sorry but there is nothing I can do. I cannot be held responsible once an order has been shipped.

Do you offer a Discount?

  • We occasionally have sales, details of which are announced on our Instagram page.
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REFUND & RETURNS POLICY

Returns 
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, digital downloads, custom or personalised items or intimate items for health/hygiene reasons cannot be returned.

To complete your return, we require a receipt or proof of purchase. 

There are certain situations where only partial refunds are granted (if applicable) 
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error 
- Any item that is returned more than 30 days after delivery 

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at support@lylaandivy.com. 

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded. 

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@lylaandivy.com.

Shipping 
To return your product, you should mail your product to:

Lyla & Ivy
Po Box 621
Booval QLD 4304
Australia

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

Depending on where you live, the time it may take for your exchanged product to reach you may vary. 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.