Please find below our Frequently Asked Questions.
If you do not find the answer to your question, please do not hesitate to contact us via our Contact page.
Which payment methods do you accept?
What happens once I place my order?
For ornaments only, these will be dispatched within 1-2 business days of your order being received.
All our personalised keepsake items are made to order, and have an approximate turnaround time of 2-3 weeks excluding shipping times.
Once your order has been received, a proof will be emailed to you within 5 business days. Please ensure you provide an email address at checkout. When you are completely happy with your personalised item and have given approval, you item will be completed and dispatched.
If there is an urgency with your order, please advise us at checkout so we can make it our priority.
How much does postage cost?
Postage is calculated at checkout on your order. The postage cost is determined by the total weight and dimentions of your order. Postage from $10.
Postage is only available within Australia. Orders are sent via Sendle and signature is required on delivery.
Allow 5-7 business days for delivery within Australia.
How long will delivery take?
Depending on your location your order will arrive between 2-7 business days.
How do I know the status of my order?
What quality are your frames?
What are the frame sizes?
What is your return policy?
Charlotte and Lilly’s keepsakes is committed to providing our customers with a high level of service and delivering our products at the highest possible standard.
Please note we only replace items if they are defective or damaged. We do not refund, exchange or cancel orders for change of mind.
Due to the personalised and customised nature of our collections, we do not offer refunds or exchanges on personalised keepsakes.
If a personalised keepsake is faulty, we have made a spelling error or included incorrect details, please contact us within 72 hours of receiving your item(s) to arrange replacement.
In the unlikely event your item is damaged on arrival, we will pay for the damaged piece to be returned and a replacement sent as soon as possible, on condition we receive notification by you within 72 hours of receiving your item(s). A photo of the damage will need to be sent to us prior to arranging return and replacement.