Return Policy

RETURNS

Our products are custom printed exclusively for you at the time of your purchase. Due to the custom nature of our products, we do not accept returns, cancellations or exchanges.

REPRINTS

Due To Customer Approved Errors:

Your stationery will be printed exactly as shown on the proofs you approve. Should you find an error on your stationery, please contact us within 5 business days. We offer discounted reprints for customer approved errors.

Please note that we cannot accept returns or process refunds due to errors on approved proofs, regardless of where the error originated. While we do our best to call attention to any errors we may see during the proofing process, final proofing is ultimately the responsibility of the client.

Due To Lily & Roe Co. Error:

If your printed stationery does not match your approved proof, please contact us within 5 business days and we will reprint the affected pieces free of charge.

Due To Defective or Damaged Product

If your order arrives damaged please contact us within 5 business days.

To be eligible for a reprint, your item must be unused and in the same condition that you received it. You must also retain the original packaging.

You will be required to provide no less than 6 photographs of the damaged item(s) and outer packaging taken from multiple angles. Once your photographs are received and inspected, we will notify you of the approval or rejection of your reprint request.

If you are approved, then your reprint will be processed, and reshipped via the ORIGINAL shipment method selected for your purchase.

You may choose to pay to upgrade the shipping method, if desired. We will invoice you for the additional shipping cost and payment must be received before your reprint ships.

In the event that we have made an error on your order or your order arrived damaged, and we are unable to reprint and reship your item before your event date, a partial refund may be granted.

Cancellations

We begin design work as soon as orders are received. If you would like to cancel your order, you must do so before we email proofs to you.

If you request a cancellation after we have emailed your proofs, your order will be subject to a 25% cancellation fee. This is due to the time spent creating your design proofs. Once completed, the cost for the design time cannot be recovered.

Cancellation requests are not accepted after approving your final proof. Upon proof approval, your order is entered in to our print queue almost immediately and we cannot cancel it at that point. Because each order is custom-printed, we don't accept returns or exchanges at this time. If you have an issue with your order, please email us at hello@lilyandroe.com and let us know!

MAILING

Lily & Roe Co., LLC is not responsible for orders/invitations that are delayed, undeliverable or missing, any damages incurred during shipping and/or mailing, or issues with any third-party mail carriers such as the United States Post Office, UPS and FedEx. Additionally, Lily & Roe Co. is not responsible for delayed or undelivered mail due to usage of white ink printing or customer-requested decorative fonts.

By purchasing, client understands that it can take USPS multiple weeks or more to deliver a piece of mail and USPS delivery practices and service levels and turnaround times are out of our control. Additionally, Lily & Roe Co., LLC is not responsible for damage incurred to invitations in transit and is not responsible for refunding or replacing these invitations.

Lily & Roe Co. is not responsible for re-sending, re-printing, or reimbursing mail that does not make it to the intended address. We urge you to incorporate extras + blanks in your invitation count for this reason. If you must require a reprint, all payment covering materials, printing, rush fees, labor, and risen cost will apply.