SHIPPING AND RETURNS

Shipping

New Zealand Orders will take up to 3 - 7 working days, and International orders will take up to 7 - 10 working days to be processed and delivered however see below various shipping times for Yarn, Clothing, and Homewares. 

PLEASE NOTE: Once your order has been picked up & left our site, it is now in the hands of Courier Post/NZ Post. We have no control over the whereabouts once it has left our sites.


YARN:

Please allow up to 3 - 5 working days for your order to be processed

CLOTHING AND HOMEWARES:

Please allow up to 1 - 3 working days for your order to be processed and digital printing, then another 2 - 5 working days for delivery. 


CUSTOMS IMPORT DUTY & TAXES


  • Please note that Lissy Cole Designs is not liable for customs clearances fees that are required by your country, we also are not responsible for the delay in delivery caused by customs

  • All prices online do not include any of these customs clearance fees. Please familiarise yourself with your country’s customs charges and levies prior to placing an order

  • Please keep an eye on your shipment with the tracking number provided to avoid delays, Lissy Cole Designs is not responsible if you are not notified by your country’s postal authority

  • To comply with Australian export regulations, we are required to declare the exact value of all items ordered and to make them as dutiable “Sale of Goods”

  • We are also prohibited by law from marking the order as a “Gift”, even if the order is placed with the intention of sending it to a gift recipient

  • For Australian customers, if you're order is over $1,000 there will be a custom import charge.

Returns

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

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

Non-returnable items:
* Commission artworks as described in terms and agreement contract 

To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted: (if applicable)
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery.


Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@lissycole.com.


Sale items 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges 
We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at hello@lissycole.com 

Shipping
To return your product, you should email hello@lissycole.com and we will provide you with a return address.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.