Refund policy

Returns and refunds

Everything on my website is made to order. Prints, cards and clothing are printed after you order them, so I don't hold stock and can't offer exchanges. Please check sizes and colourways carefully before you order. None of this affects your legal rights.

If something's wrong with your order
If your order arrives damaged, faulty or misprinted, or it isn't what you ordered, I'm really sorry, and I'll put it right. Email hello@lillytigwellcreative.com within 30 days of it arriving. Include your order number and a photo of the problem (plus the packaging if it was damaged in the post). I'll send you a free replacement, or a full refund if you'd rather. You won't need to send anything back unless I ask, and if I do, I'll cover the postage.

Printing is a chemical process, so colours can vary slightly between print runs and from how they look on your screen. Small variations like this don't count as a fault.

If you change your mind
Wherever you are in the world, you can cancel your order within 14 days of receiving it, for any reason. Email me within that time to let me know, then post the item back within 14 days of telling me. It needs to be unworn, unwashed and unused.

Return postage is your responsibility. I'd recommend a tracked service, as I can't refund items that don't reach me. If you're returning from outside the UK, please mark the parcel as a returned item so it isn't charged customs duty on the way back. I can't refund any import duties or taxes your country charged when your order arrived.

Please email me for the return address, once the return has been accepted.

Custom orders and commissions
Custom colourways, commissions and anything made to your own specification can't be cancelled or returned, unless they're faulty.

Missing parcels
If your order hasn't arrived, let me know within 30 days of the estimated delivery date. I'll look into it and send a replacement if it's been lost.

Addresses
Please double-check your address at checkout. If a parcel comes back to me because the address was wrong or incomplete, or it wasn't collected, I'm happy to send it again, but I'll need to charge for the reprint and postage.

Refunds
Once I've approved a refund, or received your return, I'll refund you to your original payment method within 14 days. If you cancel a whole order, that includes the original standard delivery charge. Your bank may take a few extra days to process it.

Any questions, just email hello@lillytigwellcreative.com.