TERMS AND CONDITIONS
Item availability and pricing are displayed on our website and are subject to change without notice. If there is an item that you are interested in and is indicated as out of stock, please contact us for availability. We make every effort that all our items are described accurately and with a quality photo.
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 that we can make it our priority.
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. We use a courier service where the items must be signed for (unless you have given authority to leave at checkout), and you will receive tracking notifications when your parcel is on its way.
Allow 5-7 business days for delivery within Australia.
RETURNS AND REFUNDS 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. We will pay postage costs for the 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.
Please do not hesitate to contact us with any concerns.
When you contact us via this Site or purchase something from our store, as part of the buying and selling process, we collect personal information you give us such as your name, address, phone number and email address.
We collect and use personal information for purposes solely relating to this business, including to contact and communicate with you, process orders, for internal record keeping and for marketing. We do not distribute or sell your personal information. We may disclose your personal information if we are required by law to do so or if you violate our Terms and Conditions.