A journey through the Lily pond

Returns & refunds

We want every order to reach you safely and as expected.

• If something isn’t right with your order, let us know, we’ll do our best to make it right.
• No change of mindOnce an order is confirmed, it cannot be cancelled.
• Wrong, damaged, or defective itemContact us within 48 hours of delivery with your order number and clear photos/videos of the issue.
• We’ll review your request and confirm whether a replacement or refund is applicable.
• Refund processOnce approved, the refund will be issued.
• Processing time may vary depending on your bank or payment provider.
• Custom orderDue to their unique nature, these pieces are non-returnable and non-refundable, unless they arrive damaged or incorrect.
• Shipping issuesPlease keep the packaging and provide photos if your parcel arrives damaged. We’ll assist with the courier claim where possible.