Refund policy

Return Policy for Custom Products

At Lily & Cole we take pride in creating custom embroidered products tailored to your little ones. Due to the personalized nature of these items, they cannot be returned or exchanged. Our custom embroidered knits are hand embroidered and no two items will be exactly alike - they are all one of a kind. When placing an order please ensure accuracy on all information provided at checkout. If you are unsure which size to order we recommend sizing up; however, please do not hesitate to reach out to us with any questions. Your satisfaction is of the utmost importance to us, and we are committed to doing our best to make it right. In the event of any issues with your custom order please reach out via the contact page and we'll be more than happy to assist you.

Care Instructions: In order to maintain the quality of your custom embroidered knit please always ensure you follow the care instructions. All items are hand wash with cold water only & lay flat to dry. 

Return Policy for Standard Products

For all non-custom products, you have 14 days after receiving your item to request a return.

To be eligible for a return; your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To initiate a return please reach out to us via the contact page on our site and we would be happy to walk you through the process.

We will not accept returns that are sent back without first completing the returns process.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Exceptions 
We do not offer returns on sale items or gift cards; however, if for any reason you are not satisfied with your order please contact us on our contact page as we would love the opportunity to make it right. 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@shoplilyandcole.com.

Our goal at Lily & Cole is to provide your little ones with high-quality products and exceptional customer service. If you have any questions or concerns about our return policy or any other aspect of your shopping experience, please do not hesitate to get in touch with us. Your satisfaction is our top priority.

Thank you for choosing Lily & Cole