FAQs
How long does shipping take?
- Current TAT (turn around time) is at 35 business days. Any RTS (ready to ship) orders will be shipped within 3-5 business days. We will always do our best to get your order out as quickly as possible! Orders are shipped through USPS first class, meaning that the orders can take anywhere from 3-7 days to arrive in the mail. Once a package has been dropped off - we are not responsible for delays/errors in delivery, lost packages, damaged packages, etc. If a package is damaged in delivery, please email us at: leolilyhandmade@gmail.com!
Is my payment information safe?
- YES! Leolily Handmade runs through Shopify, the safest e-commerce platform in the world. All payments are handled by Shopify’s credit card processor which is also encrypted and secure.
There is a problem with my item(s). Can I get a refund?
- Refunds will be issued per owner's discretion and discussion with the customer. We try our best to make each order perfect! If there is an issue with your item and you would like to request a refund or a remake, please email leolilyhandmade@gmail.com with photos of the issue(s) and we will work out a solution. Refunds can be given in the form of shop credit (gift card) or a complete refund. Complete refunds are only given if the refund is requested within 5 business days of receiving the item. Please format your emails as follows:
- Order Number (in the subject line)
- Description of item(s) damages/issues. Please include photos describing the issues.
- Please allow 24-48 hours for us to respond!
*REFUNDS - you will be sent a return label to ship the item(s) back to me. Once the item has been delivered back to me, your refund will be processed. Your item will be refunded (shipping not included in the refund as I pay to ship the item back to me.)
*REMAKES - you will be sent a return label to ship the item(s) back to me. Once the item has delivered back to me, your new item will be made. This item will be made in my current TAT for “made to order” items as I do have other orders to complete in a timely manner, but I will do my best to have the remake out as quickly as I can!
My package was returned to the sender, what happens now?
- If a package is returned because the address provided was incorrect, we are not responsible for the cost of re-shipping. If a package is unclaimed or refused by the recipient, we will not issue a refund. Once the package returns to us, we will contact you via email for the correct address. You will be responsible for shipping and handling charges before the package is resent.
Can I get a custom order?
- Absolutely! Custom orders are some of our favorite orders to make. Please add "CUSTOM ORDER" to your cart. This is a $10 charge and will be used as a "deposit" toward your entire order. Feel free to add any additional information in the notes that we will be able to use for your custom. We will reach out via email to discuss the finite details!
***Please note that additional charges will apply once the custom is finalized. This will need to be paid before we begin on your item(s). TAT may differ depending on item(s) ordered, so please order in a timely manner! Customs are non-refundable. If there is an issue with your custom order once it arrives, please reach out to leolilyhandmade@gmail.com.