FAQs

Personalization & Monogramming

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 1-2 weeks.  

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 8-17 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.

Pre-Orders

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

Pre-orders require full payment when the pre-order is placed. There will be a 25% cancellation fee to cancel the pre-order

Please note that orders containing pre-order items will ship when all items, including pre-order items, are available to ship.  If you need in stock items sooner please place a separate order.

You will be charged for pre-order items when the order is placed. 

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.  

Yes, you can order both pre-order and in stock items on the same order.  However, please note that all items in an order will ship together when the pre-order item(s) are available.  Should you need in stock items soon please place a separate order so they can ship out right away.

Returns

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 with original packaging and tags attached, (if applicable). 

*Exceptions: Personalized items, hair accessories, some seasonal items, 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, some seasonal items as noted on product page, and personalized items 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 5 business 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 .

You can now request an exchange for the same item in a different size or color if the item is in stock.  Please complete the return request for the original item using the form here .  You will be given the opporunity to request an exchange when completing the form.  

Exchange items are held for 10 days from the date of the request after which time they will be released and availability can no longer be guaranteed so please send your return item(s) back in a timely manner.

Shipping & Delivery

US SHIPPING

Shipping is calculated by the weight, size, shipping address of your order and the carrier option you select. Your shipping charges will appear on the final checkout page before you place your order. 

US

We currently offer shipping options via USPS and UPS.  The estimated delivery date is based on the method you select and  will be noted at checkout.  

A signature is required for orders over $200.

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 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 $200 will be sent signature required.

Yes, we do ship internationally to Canada, the EU, UK, and other locations throughout the world.  

With the exception of orders containing personalized or pre-order items, orders usually ship within 2 business days 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 estimated delivery dates displayed at checkout are only estimates and not guaranteed, so please choose your shipping option accordingly.  We suggest the UPS 2nd Day shipping option 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 two business days, (business days do not include weekends or national holidays), 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.