Business Hours & Communications
Monday-Friday | 9am-6pm
As a small , hands on brand, we aim to respond to all inquiries within 1-3 business days. Please note that weekends and holidays are reserved for rest and family time. We appreciate your patience and support as we thuoghtfully care for each order and message.
*Going forward in 2026 we will be communicating through email only. We know this will be an adjustment & will be setting up automated messages on our social medias reminding customers to reach out to us through email. This helps us ensure we are getting back to everyone in a timely manner with less cracks to fall through. You can reach us through the Contact Us page.
Shipping & Packaging
Orders are typically packed & shipped within 10 business days (this excludes Saturday & Sunday). You'll receive a confirmation email after you order & once your order is packed. If your order exceeds this timeframe without communication, please reach out via our Contact Us page.
*Please note that we are a small team & do not have the means to get every order out the day or day after you place it. When ordering please keep the 10 business day policy in mind if you are shopping for a special occasion, birthday, or holiday. We are just as excited to get your order to you as you are to receive it. :)
Warm Weather Shipping
During the summer months, orders ship early in the week to reduce heat exposure. We DO NOT ship Cloud Body Butters during the wamer months. If you are missing this product we urge you to grab an extra jar before cut off dates OR visit one of our booths in person.
Eco-Friendly Packaging
Sustainability matter to us. Your order may arrive in reused or repurposed packaging materials to reduce waste. If you prefer a plastic free shipment, please leave a note at checkout and we'll do our best to accomodate.
Lost, Damaged, or Returned Packages
Once a package is handed off to the carrier, Lily & Ivy is not responsible for loss, damage, or theft. If an issue occurs, contact us promptly and we’ll assist where possible. Orders returned due to incorrect addresses may be reshipped at the customer’s expense. No response within 3 business days will result in non-reshipment.
Returns & Refunds
All sales are final, including custom items. If you're unhappy with your order please contact us, we are always happy to help.
*We will no longer be doing our Perfume Exchange Policy in 2026 as new sample kits will be rolling out.