Last updated: 26/09/2026

We want you to love your Lily Catherine Charms piece. Because our items are handmade and many are made to order, here's how refunds and exchanges work.

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Eligible for a Refund or Exchange
We'll happily offer a refund, exchange, or replacement if:

• Your item arrives damaged or defective

• You received the wrong item or an item with an error on our part (wrong size, wrong personalization, etc.)

Please contact us within 30 days of delivery with your order number and photos of the issue, so we can make it right.

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Not Eligible for a Refund
Because many pieces are made-to-order and handmade by hand, we're unable to offer refunds or exchanges for:

• Change of mind or buyer's remorse

• Sizing or customization choices selected at checkout

• Normal handmade variation (slight differences in color, shape, or finish from photos)

• Items damaged after delivery due to normal wear, misuse, or improper care

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Ready-Made Items
For in-stock, non-customized items, the same damaged/incorrect-item policy above applies. We currently do not accept returns for reasons other than damage or our error, even for ready-made pieces.

How Refunds Are Processed

• Once your issue is reviewed and approved, refunds are issued to your original payment method within [insert number] business days.

• Exchanges are shipped once we've confirmed the issue (and, if applicable, once the original item is returned to us).

• Shipping costs for approved damage/error cases are covered by us; we may provide a prepaid return label if a physical return is needed.

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International Orders
For international customers, refunds are issued in USD to your original payment method; your bank or card provider determines the final amount in your local currency. Any customs fees or import duties already paid are non-refundable by us.

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How to Request a Refund or Exchange
Email us at lilycatherine.shop@gmail.com with your order number, a description of the issue, and photos. We'll respond within 2 business days.