We deliver Australia-wide and as all our items are 'made to order', please allow between 5 to 10 working days from order confirmation for delivery to metro areas (non-metro areas may take a little longer). As you'd appreciate, all our products are considered fragile cargo, so we package every one of them with the utmost care. Each item incurs a packaging + delivery fee of $9.95.
We also offer FREE local pick-up from our studio in Bayside, Melbourne (VICTORIA).
Upon placing your order, an automated confirmation email will be sent to you confirming receipt of your order. Once your order is ready for delivery, you will receive an Order Delivery Notification via email providing you with tracking details from the designated courier company responsible for delivering your goods. If you are not at your place of residence during the hours of 9am-5pm from Monday to Friday, we recommend you provide a suitable alternate daytime delivery address (such as a workplace). Please note we are unable to deliver to your post office box.
In the event no one is present to accept the delivery & you have provided an 'authority to leave' confirmation at checkout, your purchase will be left in the most logical & secure location available (again we recommend a workplace address to avoid this potential scenario).
If at the time of delivery no one is present to accept the goods and you have not provided an 'authority to leave' confirmation at checkout, a calling card will be left with instructions on making alternative arrangements. Please note that this scenario may incur an additional delivery charge.
If you have any questions about your online order please email us at firstname.lastname@example.org or call 0412 076 940 during business hours.
If for some reason you are not satisfied with your purchase, Lily Urban will refund 100% of the purchase price (excluding delivery) if notification via email (email@example.com) is received within 4 days of receipt of goods. We will then be in touch with advice on how to proceed with the return. When returning an item, we ask that they are received in the same original condition (including packaging).
Refunds will be provided via the same payment method at original checkout.