The Lillie Pad Shop & Privacy Policies

Questions about your order?
Please contact me if you have any problems with your order. Click the "Message Us" button or reach us directly at thelilliepad.amanda@gmail.com.
Returns and Exchanges
I gladly accept returns, exchanges, and cancellations on most items.
Contact me within: 14 days of delivery
Ship items back within: 30 days of delivery
Request a cancellation within: 24 hours of purchase
The following items can't be returned or exchanged
Because of the nature of these items, unless they arrive damaged or defective, I can't accept returns for:
  • Custom or personalized orders
  • Digital downloads
Returns/Exchanges on Ready-Made (non-custom) items are accepted in the timeline listed above. Buyer pays the return shipping (plus second shipping for exchanges). Once we receive the returned item you will be refunded the purchase price minus the original shipping charges for returns. We reserve the right to withhold refunds on returns until the item is returned to us.

Refunds of Digital Download items: Please contact us if you have a problem with your digital item. We do not offer refunds on instant digital downloads except in very special cases (i.e. duplicate orders). 

Returns/Exchanges on Custom Orders: Sorry, no returns on custom orders that are customized, personalized, or made to a special size. Please be sure that you ask any necessary questions about your custom order before purchase. For some items in our shop we may be able to offer an exchange for your item (buyer pays return and new shipping).

EU Right of Withdrawl: Buyers residing in EU countries that are subject to the Right of Withdrawl regulations have the right to return an item within 14 days of item delivery. This right does not extend to custom-made items nor digital content items in our shop. To initiate the Right of Withdrawl on an applicable item purchased from our shop buyers must contact us directly within the 14 day period after delivery and we will provide return instructions. The buyer is responsible for paying all return shipping costs.

Return to Sender: Any domestic or international packages (except for those in applicable Right of Withdrawl countries in the EU) marked "refused," "return to sender", "not called for", "undeliverable" etc. by the buyer or postal service upon arrival and are sent back to us (opened or unopened) are not eligible for a shipping refund, and may or may not be subject to a full or partial refund of the item unless previously agreed upon between us (The Lillie Pad) and the buyer prior to the return. If an item is returned as "undeliverable" we can re-send the package by request. Buyer pays for new postage.
Payment
I accept most credit cards, Google Pay, and Paypal.

Custom Made Items: Customers are asked to please submit payment before I begin work on your custom item. Cancellations will only be allowed if something happens and I am unable to complete your order within the agreed-upon timeline in your custom order and you no longer wish to have the item made for you.

Ready-Made Items: Cancellations can be made before shipment according to the cancellation policy above. Any cancellations made after item is shipped will be considered a "Return" (see Refund policy).
Shipping
Communication is the most important thing to me! Please contact me, and I will do my best to meet your needs and answer your questions. You can refer to the following shipping policies for my store:

Processing times before shipment
Current processing times are stated clearly in each item's description. The processing times stated do not include shipping (delivery) time.
Shipping addresses
Buyer is responsible for making sure that the shipping address is correct at time of purchase. Customer assumes responsibility for the accuracy of the shipping address, and any shipping errors that may occur as a result of an incorrect address.

Lost, Stolen, or Damaged Packages
-If it looks as if your package might have been lost in transit please contact me. Please know that in rare cases the USPS may take up to 30 days to deliver first class or priority mail within the US and abroad.
-Buyer is responsible for having a secure area for the package to be delivered. Items that are lost or stolen after being marked "delivered" by the USPS are the responsibility of the buyer, and not the responsibility of my shop or the USPS.
-If an item is lost or stolen in transit I am happy to assist with filing a claim or communicating with the postal service.
-If an item is returned to me by the post office as "undeliverable" for any reason I can resend it to the buyer, with buyer re-purchasing new postage.
-If an item is damaged upon arrival, whether by faulty design or by rough transit please contact me immediately. Depending on the situation I will work with you to either replace, fix, exchange, or return the item, and I will help with filing a USPS claim.

Mailing Options
-I offer USPS: First Class, Priority, and Priority Express services: Domestic and International services for each. All services come with tracking.
I offer FedEx services by request only.
-USPS Priority Mail Express and Express International are the only shipping services that are guaranteed to be delivered on-time or you are entitled to a refund of the postage price.
-The Lillie Pad is not responsible for late delivery of packages with USPS First Class or Priority Mail. Once I ship your order on time as promised according to the ship-by date stated on your invoice and it is in the possession of the postal service I cannot control the delivery time of your order. However, if you purchase Priority Express shipping and your order is delivered late you are entitled to a full refund of the postage price. Please let me know if that is the case and I will work through the claims and refund process for you.
-International tracking numbers and customs form numbers may only be limited to tracking a package within the US. Some countries do not continue to use the original tracking number upon arrival in the destination country. If you prefer door-to-door tracking please contact me prior to purchase and I will inform you of your shipping options.

Insurance & Shipping Confirmation
-All first class/standard packages are shipped without added insurance but insurance can be added. Additional fees apply.
-All Priority and Priority Express shipments are shipped with insurance.
-I offer signature confirmation on US domestic purchases by request only. Additional fees apply.

Reminder to International buyers (outside the US)
-The Lillie Pad and the United States Postal Service are not responsible for packages that are held over or delayed in Customs.
-The buyer is responsible for any VAT/import/duty taxes or fees that may be levied upon package's arrival. Please be aware of these charges for your individual country prior to purchase. Check your country's postal website for rules before purchase. Your postal service could hold your package for VAT charges and will not release the package to you until you pay this fee.

 

 

Privacy Policy
This Privacy Policy describes how and when I collect, use, and share information when you purchase an item from me, contact me, or otherwise use my services through thelilliepad.com and Shopify and its related sites and services.

This Privacy Policy does not apply to the practices of third parties that I do not own or control, including Shopify or any third party services you access through Shopify. You can reference the Shopify Privacy Policy to learn more about its privacy practices.

Information I Collect
To fulfil your order, you must provide me with certain information such as your name, email address, postal address, payment information, and the details of the product that you’re ordering. You may also choose to provide me with additional personal information (for a custom orders, for example), if you contact me directly.

Why I Need Your Information and How I Use It
I rely on a number of legal bases to collect, use, and share your information, including:
-as needed to provide my services, such as when I use your information to fulfil your order, to settle disputes, or to provide customer support;
-when you have provided your affirmative consent, which you may revoke at any time, such as by signing up for my mailing list;
-if necessary to comply with a legal obligation or court order or in connection with a legal claim, such as retaining information about your purchases if required by tax law; and
-as necessary for the purpose of my legitimate interests, if those legitimate interests are not overridden by your rights or interests, such as 1) providing and improving my services. I use your information to provide the services you requested and in my legitimate interest to improve my services; and 2) Compliance with Shopify Policies and Terms of Use. I use your information as necessary to comply with my obligations under the Shopify Policy and Terms of Use.

Information Sharing and Disclosure
Information about my customers is important to my business. I share your personal information for very limited reasons and in limited circumstances, as follows:

-Shopify: I share information with Shopify as necessary to provide you my services and comply with my obligations under both the Shopify Policy and Shopify Terms of Use.
-Service providers: I engage certain trusted third parties to perform functions and provide services to my shop, such as delivery companies. I will share your personal information with these third parties, but only to the extent necessary to perform these services.
-Business transfers: If I sell or merge my business, I may disclose your information as part of that transaction, only to the extent permitted by law.
-Compliance with laws: I may collect, use, retain, and share your information if I have a good faith belief that it is reasonably necessary to: (a) respond to legal process or to government requests; (b) enforce my agreements, terms and policies; (c) prevent, investigate, and address fraud and other illegal activity, security, or technical issues; or (d) protect the rights, property, and safety of my customers, or others.

Data Retention
I retain your personal information only for as long as necessary to provide you with my services and as described in my Privacy Policy. However, I may also be required to retain this information to comply with my legal and regulatory obligations, to resolve disputes, and to enforce my agreements. I generally keep your data for the following time period: 5 years.

Transfers of Personal Information Outside the EU
I may store and process your information through third-party hosting services in the US and other jurisdictions. As a result, I may transfer your personal information to a jurisdiction with different data protection and government surveillance laws than your jurisdiction.

Your Rights
If you reside in certain territories, including the EU, you have a number of rights in relation to your personal information. While some of these rights apply generally, certain rights apply only in certain limited cases. I describe these rights below:
-Access: You may have the right to access and receive a copy of the personal information I hold about you by contacting me using the contact information below. 
-Change, restrict, delete: You may also have rights to change, restrict my use of, or delete your personal information. Absent exceptional circumstances (like where I am required to store data for legal and tax reasons) I will generally delete your personal information upon request. 
-Object: You can object to (i) my processing of some of your information based on my legitimate interests and (ii) receiving marketing messages from me after providing your express consent to receive them. In such cases, I will delete your personal information unless I have compelling and legitimate grounds to continue using that information or if it is needed for legal reasons. 
-Complain: If you reside in the EU and wish to raise a concern about my use of your information (and without prejudice to any other rights you may have), you have the right to do so with your local data protection authority. 

How to Contact Me
For purposes of EU data protection law, I, Amanda Lillie, am the data controller of your personal information. If you have any questions or concerns, you may contact me at thelilliepad.amanda [!at] gmail.com. Alternately, you may mail me at:

Amanda Lillie, 250 Forest Cove Court, Dawsonville, GA 30534, United States of America