FAQs

If personalization is available for a product the available fonts for that product are found as images on the product page. To see all of the fonts we currently offer please click here .

The amount of time it takes for you to receive your order depends on a combination of processing time + transit time. You have options for both of these times and through various combinations your personalized order will arrive anywhere between a little over a week and 6 weeks after you place your order.

Processing time is the amount of time it takes to get your order through the embroidery process. You have the option of Standard processing which is currently 3-4 weeks or Rush processing which is one week.  

Transit time is determined by the shipping method you choose at checkout and varies from 1 business day to 1-2 weeks.  

Delivery time = processing time + transit time. For example, if you choose Standard processing time and Standard shipping your order will be delivered in approximately 4-6 weeks. If you choose Rush processing time and Express shipping your order will be delivered in approximately 8 business days.

Please note that orders containing personalized items will ship when all items in your order are available.

Unfortunately orders for personalized items cannot be cancelled, changed, or returned once they have been placed. Please be sure that you are certain of spelling, dates, etc before placing your order.

All personalized items are made specifically for you and therefore cannot be returned or exchanged unless we are at fault. 

Please be sure that you are certain of spelling, dates, etc before placing your order for personalized items as these orders cannot be cancelled, changed, or returned once they have been placed.

At this time we cannot do custom fonts or thread colors.

Occasionally we offer items for pre-order. These are items that are not yet in stock and will ship at a future date.  

Some pre-orders require a deposit, others require full payment when the pre-order is placed. This will be indicated on each product.  

Deposits will be charged at the time the pre-order is placed and are non-refundable. You will be contacted for the balance when the item(s) is ready to ship.

If full payment is required there will be a 25% cancellation fee to cancel the pre-order.

Please note that pre-order items cannot be combined in the same order with in stock items.  You can order multiple quantities and/or sizes of a pre-order item in one order by using the drop-down menu.

Some pre-orders require a deposit, others require full payment when the pre-order is placed. This will be indicated on each product.

If you have paid a deposit you will be contacted for the balance when the item(s) is ready to ship.

Each pre-order item has an approximate ship date or range on the pre-order page. Please note that this is not a guaranteed ship date — your order may ship a few days earlier or later.  

Pre-order items will be a separate order and cannot be mixed with in stock items. You can, however, have multiple quantities/sizes for a pre-order item in the same order. (Once in the pre-order shopping cart click on the + sign/drop down menu to add multiple quantities and/or additional sizes.)

With the exception of items noted below* we accept returns of full price and most sale items that are unwashed, unused, and in original condition. 

*Exceptions: Personalized items, hair accessories, and items that are deeply discounted, (the price of these items ends in .99), and items from the outlet section, (these items also end in .99).

Please submit your return request here . You will also find more information regarding returns/exchanges on that page.

Clearance items, deeply discounted items, (price of these items will end in .99), hair accessories, and personalized item are all final sale and non-refundable.

All personalized items are made specifically for you and therefore cannot be returned or exchanged unless we are at fault.

Please be sure that you are certain of spelling, dates, etc before placing your order for personalized items as these orders cannot be cancelled, changed, or returned once they have been placed.

Please fill out a return request here and our team will take care of you.

Returns are usually processed within 3 working days of receipt in our warehouse.  An email notification will be sent to the email address on file with your order when your return is processed.

Please allow additional time for refunds, (when applicable), to appear in your account. 

Store credit in the form of a gift card, (when applicable), will be sent via a separate email.   

Gifts may be returned for store credit which will be issued to the recipient in the form of a gift card sent via email.  The purchaser is typically not notified of the return.

If you wish to return an item that you received as a gift please submit a return request here .

We do not process exchanges for returned items.  Please place a new order online for your desired items and return the original item using the form here .

US SHIPPING

Standard Shipping is calculated by the weight, size, and shipping address of your order. Your shipping charges will appear on the final checkout page before you place your order. Orders over $150 ship free.

Free Standard Shipping for orders over $150, (excluding taxes and shipping fees).  

Rush Shipping (delivery in 2-3 business days) is a flat rate of $16.95, ($21.95 for signature required). (Available only in lower 48 states.  Not available to APO/AFO addresses.)

UK SHIPPING

Standard Shipping is determined by the weight of your package.  Shipping starts at £4 for 1st Class Royal Mail and £6 for Royal Mail Tracked 48.  

FREE SHIPPING applies to orders over  £125, which will be shipped via Royal Mail Tracked 48.  Orders over £200 will require a signature.

Yes!

US FREE SHIPPING

All orders over $150, (excluding applicable taxes and shipping charges), are eligible for free shipping. Please note that a signature is required for orders over $150 shipped via Standard Delivery.

US

We currently offer three shipping options — USPS First Class, USPS Priority Mail, and Rush via Fed Ex, (arrives in 2-3 business days).  The estimated delivery date will be noted at checkout.  

Orders over $150 are eligible for Free Standard Delivery.  A signature is required for orders shipped via this method.

Please note the estimated arrival dates are not guaranteed and can be affected by various factors such as weather, extremely busy periods, etc.

Estimated arrivals dates are not applicable to personalized items or pre-order items.  

Our US warehouse is located in New Jersey.

US

Yes, we do offer signature required options.  We do strongly advise requesting a signature for orders being delivered to apartments, businesses, and any address where there have been past issues with deliveries.

Please note that orders over $150 with Free Shipping via Standard Delivery will be sent signature required.

At this time we are not offering international shipping to other countries from our US site, however we do ship to the UK from our UK web site, liamandlilly.co.uk.

With the exception of orders containing personalized or pre-order items, orders usually ship within 1 business day after the order is placed and the transit time, (the time it takes your order to reach you), depends on the shipping option you choose at checkout.

Please note that orders containing personalized items will ship when all items in your order are available and the estimated delivery dates at checkout do not apply to orders containing personalized or pre-order items.

Business days do not include weekends or national holidays.

*Please note that there is no guaranteed delivery date/time frame with Standard Shipping so please plan accordingly.  We suggest the rush shipping options if you need your order by a specific date less than 2 weeks away. 

Yes, as soon as your order ships an automatically generated email will be sent to the email address you entered when you placed your order. The email will include a clickable link to track your order. 

Please note that we have no further information about specific packages than that provided in the tracking information.

If it has been more than one business day since you placed your order, (provided it does not include personalized items), and you have not received shipping confirmation please check your junk or spam folders to be sure your shipping confirmation email has not been directed there. If your shipping confirmation email has ended up in one of those folders you may want to add customercare@liamandlilly.com to your allowed senders list.

Once an order has been shipped it is out of our hands and can no longer be changed or cancelled. You must contact the carrier if you want to try to re-route a package.

Please note that the USPS is sometimes marking packages as delivered a day or two before they are actually delivered.  If you wait a day or two it is quite possible your package will turn up.

If you requested a signature on delivery there should be proof of delivery in your USPS tracking information and a copy of the signature obtained to assist you in tracking down your package.

If the package was sent with no signature required locating your package may require a bit of detective work. (Customer assumes responsibility for packages sent with no signature required once they leave our warehouse.)

First, make sure a notification has not been left by the carrier. If not, then please check with any household members, neighbors, or office staff who may have taken the package in for you as well as any “hidden” spots where a package may have been left for you. 

If the package is still not found please contact the local office of the carrier, (ie, your local post office, local Fed Ex hub, etc). They would have been the last people to have possession of your package and may have further information for you. Once a package is picked up by the carrier it is out of our hands and we have no further information than that provided in tracking information.

Yes, Standard shipping is available to APO/AFO addresses provided they are not blocked from receiving packages by the military.

All orders ship from our warehouse in New Jersey.

We try to keep our real-time stock as accurate and up to date as humanly possible, but regrettably there may be occasions when an item you’ve ordered is not available. 

If this happens with your order we will contact you via email if we have a suitable alternative to offer. If there is no response within 48 hours your order will be refunded for the out of stock item and the rest of your order will ship. 

If no suitable alternative is available you will be refunded for the item and the rest of your order will be shipped.