Refund/Returns Policy

RETURNS & EXCHANGES

Lilly Pilly Loft strives to provide our customers with quality products and service. We check that each item is up to our standard prior to packing your order. We take care in packaging your order so it arrives to you safely.

All sales made through our website or in person are final. We are unable to give exchanges, refunds or credits. If an incorrect product has been received, please contact us immediately and we will help to resolve this issue.

If an item arrives damaged by Australia Post do not accept the delivery. Australia Post will return the goods to Lilly Pilly Loft for replacement by return mail. Please notify us of any issues with your delivery immediately via email hello@lillypillyloft.com.au and please include your order number. Great communication will help us to resolve the issue with all concerned parties quickly.

If you accept a damaged parcel from Australia Post, you will then need to take up the issue directly with Australia Post.

FAULTY ITEMS & DAMAGES

We believe that our quality control when packing your order will weed out any poor quality items. However if an item is faulty, we will resolve this issue with replacement stock at Lilly Pilly Loft’s discretion. A clear photo of the items affected, along with a full description and your order number will need to be emailed within 2 (two) days of receiving your order. Please keep any affected items as they may need to  be returned to us for further investigation. Email hello@lillypillyloft.com.au  

We reserve the right to refuse a return on any product that does not deem itself faulty. If you believe you have received incorrect goods, please email hello@lillypillycloft.com.au with your order number and contact details, a photo and a description of the problem.

By following these processes, we will be able to rectify your issue quickly. Please keep in mind this is a small business, operated by one stay at home mum. Please be kind and honest when raising an issue. We ask also that you give us a chance to resolve any problems before you place any negative reviews online such as Google Reviews. Thank you.

We advise you to closely track your parcel and try to be home when the parcel is delivered. Australia Post will select a safe place to leave your parcel or leave you a card with details on where you can collection your parcel. We recommend you collect your parcel as soon as possible.

Unfortunately Lilly Pilly Loft is not responsible for missing parcels once they have been delivered by Australia Post. In the event that a parcel is missing after it has been delivered, you will need to take this up with Australia Post. This is why we strongly recommend you are home to accept and sign for the parcel.

There may be some delays in delivery with Australia Post due to the high number of parcels they are handling.