FAQs

Shipping and returns

Where do your items ship from? 

All Lilypaw Studio items are shipped from Catalonia (Spain).

 

I received a wrong/damaged item, what can I do?

If you received the wrong item or it arrived in a damaged condition please get in contact with me as soon as possible after receiving your package and I will do my best to help! Make sure to include a photo(s) showing the damage/issue as well as a written description of the problem.

Note that if you purchased an item labeled as B or C grade it will have some manufacturing defects and this is why it was sold at a discount, I won’t consider these flaws as damage and I understand that by purchasing a B or C grade item you’re ok with those defects ( more details about product grading below).

I won’t make responsible for any damages made to an item due to being mishandled by the owner.

 

Is my mail lost?

Please note that for international orders and depending on the destination it can take several weeks, even months to the package to be delivered. Sometimes due to the customs or holiday season shipping times can be longer than usual. Allow a few weeks over the shipping estimate to consider your mail as potentially lost. Unfortunately, when the package is shipped out it is totally out of my control and there’s little I can do about it. However I will assist you on how to proceed.

 

Do you accept returns or exchanges?

All orders are final and I can’t accept returns or exchanges, please read the description of the item carefully before ordering! 
If you received the wrong item please get in contect with me asap and we’ll discuss a solution.

 

I provided a wrong shipping address, can I change it?

If you provided a wrong shipping address contact me asap after placing the order! I can only change the address if the shipping label hasn’t been printed yet. If the shipping label has been printed you must wait until the package goes to the destination country and gets sent back to me so I am able to reshipp it ( but note that in that case you will be responsible of paying the new shipping fees).

 

Why I have to pay custom fees?

Shippings to destination countries outside the European Union may be subject to custom fees, VAT, import taxes, etc. This is all up on your country’s laws and it is out of my control, please inform yourself on your country’s laws regarding customs.