Refund policy

Returns & Exchanges

We want you to be happy with your purchase. If you have questions about sizing, fit, absorbency, or product selection, please contact us before placing your order and we will be happy to help.

Return Eligibility

Unused, unopened, non-hygiene items may be returned within 14 days of delivery.

To be eligible for a return, items must be:

  • Unused and unwashed

  • In original packaging

  • In resalable condition

  • Accompanied by proof of purchase

Customers are responsible for return shipping costs.

Approved returns are subject to a 15% restocking fee. Original shipping charges are non-refundable.

Final Sale Items

Due to the personal and hygiene-sensitive nature of cloth diapering products, the following items are final sale and cannot be returned or exchanged unless a manufacturing defect is present:

  • Cloth diapers

  • Fitted diapers

  • All-In-Two (AI2) diapers

  • Pocket diapers

  • All-In-One diapers

  • Swim diapers

  • Diaper covers

  • Wool covers

  • Training underwear

  • Inserts and boosters

  • Cloth wipes

  • Nursing pads

  • Custom orders

  • Made-to-order items

  • Clearance and Last Chance items

  • Gift cards

Because we cannot verify whether diapering products have been tried on, used, washed, or otherwise exposed to conditions that prevent resale, these items cannot be returned once purchased.

This policy does not affect your manufacturing defect warranty.

Order Cancellations

Orders cancelled after production has begun, custom work has been completed, or special shipping arrangements have been made may be subject to a cancellation fee.

For U.S. orders, cancellations requested after a DDP customs quote has been prepared may be subject to a $15 CAD administrative fee.

Refund Processing

Once your return has been received and inspected, we will notify you by email whether your return has been approved.

Approved refunds will be issued to the original payment method within 5 business days, less any applicable restocking fees, shipping charges, duties, tariffs, customs fees, or other costs incurred by Lilly & Frank.

Manufacturing Defects

Lilly & Frank stands behind the workmanship of our products.

If you believe your item has a manufacturing defect, please contact us at info@lillyandfrank.com within 30 days of purchase.

At our discretion, we may:

  • Repair the item

  • Replace the item

  • Issue store credit

Normal wear and tear is not considered a manufacturing defect.

Examples of normal wear include:

  • Fabric fading

  • Fabric pilling

  • Elastic relaxation from use

  • General wear associated with washing and everyday use

Handmade products may vary slightly in appearance, pattern placement, and construction. These variations are normal and are not considered defects.

The following actions void all warranties:

  • Bleaching

  • Boiling

  • Dyeing

  • Borax treatments

  • Harsh stain removers

  • Dishwasher cleaning

  • Any use contrary to our care instructions

Warranty coverage applies only to products purchased directly from Lilly & Frank. We do not provide warranty service for secondhand purchases.

Refused Shipments

Customers are responsible for all duties, taxes, tariffs, customs fees, brokerage fees, return shipping charges, and other costs associated with refused shipments.

Any charges billed back to Lilly & Frank may be deducted from any refund. In some cases, no refund may be available.

Returning an Item

Please contact us before sending a return.

Email: info@lillyandfrank.com

Return Address:

Lilly & Frank
18998 68 Avenue
Surrey, BC V4N 6A2
Canada

We recommend using a trackable shipping service and purchasing shipping insurance, as Lilly & Frank cannot guarantee receipt of returned items.

Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account.

  2. Contact your credit card provider.

  3. Contact your bank, as processing times may vary.

If you still have not received your refund, please contact us at info@lillyandfrank.com.