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 ordering—we’re happy to help.

Return Eligibility

Regular-stock items, including cloth diapers, covers, trainers, inserts and accessories, are eligible for return when they meet all the conditions below.

Please contact us within 14 days of delivery, or collection for local pickup, to request a return. Items must be:

• Unused, unwashed and unworn, including not tried on

• In their original packaging

• Clean and in resalable condition

• Accompanied by proof of purchase

We cannot accept change-of-mind or sizing returns for items that have been worn, tried on, washed or used.

Customers are responsible for return shipping costs. Approved returns are subject to a 15% restocking fee, and original shipping charges are non-refundable.

For an exchange, please contact us to confirm availability and any applicable shipping charges before returning your item.

Final Sale Items

The following items are final sale for change-of-mind or sizing returns:

• Custom orders

• Made-to-order items

• Clearance and Last Chance items

• Gift cards

Final sale exclusions do not affect manufacturing defect coverage or your rights under applicable consumer law.

Order Cancellations

Please contact us as soon as possible if you need to cancel an order.

If production has begun, custom work has been completed or special shipping arrangements have been made, cancellation may not be possible or may involve a fee disclosed and agreed to before that work or arrangement begins.

Refund Processing

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

Approved refunds will be issued to the original payment method within 5 business days, less the applicable 15% restocking fee and non-refundable original shipping charges. Your bank or payment provider may take additional time to post the refund.

These deductions apply to voluntary returns and do not override refunds required by applicable law.

Manufacturing Defects

Lilly & Frank stands behind the workmanship of our products.

If you believe your item has a manufacturing defect, please contact info@lillyandfrank.com within 30 days of purchase, with your order details and photos of the issue.

After reviewing the item, we may offer a repair, replacement or store credit, subject to your rights under applicable law.

Normal wear and tear is not considered a manufacturing defect. Examples include fabric fading, pilling, elastic relaxation from use and general wear associated with washing and everyday use.

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

Our manufacturing warranty does not cover damage caused by:

• Bleaching

• Boiling

• Dyeing

• Borax treatments

• Harsh stain removers

• Dishwasher cleaning

• Use or care contrary to our care instructions

Our manufacturing warranty applies only to products purchased directly from Lilly & Frank and does not extend to secondhand purchases. It does not limit rights available under applicable consumer law.

Refused Shipments

Please contact us if there is a problem with your delivery before refusing a shipment.

If an otherwise correctly fulfilled shipment is refused, return shipping and other applicable charges billed to Lilly & Frank may be deducted from a refund where permitted by law. For individually arranged international orders, any applicable duties, taxes, brokerage charges and refusal costs will be explained before the order is confirmed.

Returning an Item

Please contact us for return approval and instructions before sending an item back.

Email: info@lillyandfrank.com

Return address:

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

We recommend trackable shipping and appropriate insurance. Please retain your shipping receipt and tracking information until your return is completed.

Late or Missing Refunds

If an approved refund has not appeared, check with your bank or payment provider, as processing times vary.

If you still need help, please contact info@lillyandfrank.com.