Politique de remboursement

Returns

If you are unhappy with your purchase you may return it new within 14 days of purchase at your shipping expense.  Return exclusions apply to (Diapers, Training Underwear, Custom Order, Made To Order products and Clearance).  Any purchase from the exclusion listed above are final sale unless manufacture defect has occurred.

To be eligible for a return, your item must be unused, unwashed and in the original packaging. We require proof of purchase as our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

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 5 business days minus the original shipping cost.

If your order is being held for custom order items and should you decide to return ordered items a 15% restocking fee will apply or refund in the form of store credit.

Manufacturing Defect

Lilly & Frank stands behind the workmanship of their products. In the event there is a manufacturing defect please contact customers service at info@lillyandfrank.com and a customer service representative will review your case and contact you. We will repair or replace(at our discretion) any items with a manufacturing defect within 30 days of purchase.

Dyeing, bleaching, boraxing, boiling, using harsh stain removers, or running your diapers through the dishwasher voids all warranties. Additionally, we do not guarantee, replace, refund or repair any items purchased secondhand and not directly from lillyandfrank.com.

Handmade items will vary slightly, this is not a defect. Different fabrics wear differently depending on your water and wash routine/soap etc-normal wear such as pilling and fading of fabrics are not considered defects with high blend printed cotton fabrics. We will not accept for return any items in washed, worn or used condition, unless the above manufacturing warranty applies.

To return your product please first email customer service at info@lillyandfrank.com and then ship your order to:

Lilly & Frank

18998  68 Ave

Surrey British Columbia

V4N 6A2

The customer is responsible for paying for their own return shipping costs for the returning item(s). If your return mets requires and you receive a refund minus the original shipping charge.

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

Lilly & Frank recommends trackable shipping service and purchasing shipping insurance to guarantee that we will receive your returned item.

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 info@lillyandfrank.com.