Returns & refunds policy

Last updated: 18th April 2026

At Lil N Jess, every item is prepared with care and attention to detail. As many of our products are made to order or personalised, our returns and refunds policy differs depending on the type of product purchased.

Please review the following information before placing your order.

Made-to-Order & Personalised Items

Custom-made and personalised items, including embroidery and DTF printed products featuring names, initials, logos or personalised designs, are not eligible for returns or refunds due to a change of mind, incorrect size selection or customer ordering errors.

If your item arrives faulty, damaged, incorrectly produced or does not match the agreed order specifications, please contact us. We will assess the issue and provide an appropriate remedy in accordance with Australian Consumer Law.

Non-Custom Items

For non-personalised items, we may accept change-of-mind returns within 14 days of delivery, provided the item:

• Is unused and unworn

• Is in its original condition

• Is returned in its original packaging, where reasonably possible

Customers are responsible for return shipping costs for change-of-mind returns.

Please contact us before returning an item so we can confirm eligibility and provide return instructions.

These conditions do not limit your rights under Australian Consumer Law.

Damaged or Faulty Items

We take pride in the quality of our products. If your order arrives damaged, faulty or incorrect, please contact us as soon as possible, preferably within 7 days of delivery, so we can assist promptly.

Please include:

• Your order number

• A description of the issue

• Clear photographs of the item and packaging, where available

We will assess the issue and arrange an appropriate remedy, such as a repair, replacement or refund, in accordance with Australian Consumer Law.

Your consumer guarantee rights are not limited to seven days.

Order Cancellations

Personalised and custom-made orders may be cancelled before production has commenced.

Once production has started, cancellations due to a change of mind cannot be accepted as each item is specially prepared for your order.

Non-custom orders may be cancelled before dispatch, provided order preparation has not commenced.

If you wish to cancel an order, please contact us as soon as possible at stitchpress@liljess.com.

This policy does not affect your rights under Australian Consumer Law.

Refunds

Once a returned item has been received and assessed, we will notify you of the outcome.

Where a refund is approved, it will generally be processed to your original payment method. Please allow additional time for your payment provider or financial institution to complete the transaction.

Original shipping charges are generally non-refundable for change-of-mind returns.

Where an item fails to meet Australian Consumer Law guarantees, any refund and reasonable return shipping costs will be handled in accordance with your legal entitlements.

Exchanges

We do not offer change-of-mind exchanges for personalised or custom-made items.

Exchanges for eligible non-custom items may be available depending on stock availability and the condition of the returned item.

This does not affect your right to a repair, replacement or refund where required under Australian Consumer Law.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under Australian Consumer Law.

If a product has a major problem, you may be entitled to choose a refund or replacement. For a minor problem, we may offer a repair, replacement or refund as permitted by law.

Nothing in this policy excludes, restricts or modifies your rights under Australian Consumer Law.

Contact Us

If you have any questions about our Returns & Refunds Policy or require assistance with an order, please contact us at:

stitchpress@liljess.com

We’re always happy to help and will do our best to resolve your concerns promptly and fairly.

stitchpress@liljess.com