Returns & Exchange Policy

At Lily & Max, we understand that sometimes things don’t go as planned — and we’re here to make it right. If you need to return or exchange an item, we aim to keep the process fair and simple.

💬 Need to Return or Exchange Something?

Please get in touch by emailing us at newsregentspark@gmail.com.
When contacting us, please include:

Your full name
Email address and phone number
Date of purchase
Order number (if available)
Reason for return or exchange
Any other details that may help us assist you

🔁 Change of Mind Returns

We do not offer refunds for change of mind. However, if you're not satisfied with your purchase, we’re happy to offer:

An exchange, or
Store credit valid for 3 months

This applies only when you notify us within:

10 days of online purchase, or
7 days of in-store purchase

🚫 Items Not Eligible for Return

For hygiene, safety, or fairness, the following items cannot be returned or exchanged:

Earrings, hand balms, and room sprays
Candles and diffusers
Sale or clearance items
Trading cards or collectables (due to value integrity and handling sensitivity)
Items that have been used, damaged, or are not in original condition or packaging

📦 Return Shipping

The customer is responsible for return postage costs for change of mind or exchange
We recommend using a tracked postal service
Additional shipping fees may apply if you request an exchange item to be posted again

✅ Conditions for All Returns

To be eligible for a return or exchange:

Items must be returned within 7 days (in-store) or 10 days (online)
Items must be unused, in original packaging, and in resalable condition
Proof of purchase is required (e.g., receipt or order confirmation)

🧾 Faulty or Incorrect Item?

If you receive a damaged, faulty, or incorrect item, please email us at
📧 newsregentspark@gmail.com and we’ll guide you through the return process.

If the product is deemed faulty or incorrect, we will offer you a replacement, exchange, or full refund — including return shipping costs.

📍Return Address

Please address all returns to:
Regents Park News & Casket
2/3374 Mount Lindesay Hwy
Regents Park QLD 4118