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 5 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 2-3 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 4-5 weeks. If you choose Rush processing time and Express shipping your order will be delivered in approximately 8 business days.

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.  

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. You will be contacted for the balance when the item(s) is ready to ship.

If your order contains items that are not pre-order everything will ship together when the pre-order item is available. If you need in stock items sooner please place a separate order for them. Any applicable shipping charges will apply to each order as they will be separate shipments.

You will be charged for a pre-order item when you place the order.

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, but all items in an order containing pre-ordered items will ship together. Please be sure to place a separate order if you need any in stock item(s) in your order sooner than the expected ship date for pre-order items!

Returns

With the exception of items noted below* we accept returns of full price and 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).

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 .

Shipping & Delivery

Standard Shipping starts at a minimum rate of $3.95 for orders up to $9.99 and a maximum of $5.95 for orders up to $99.99.

Free Standard Shipping for orders over $100, (excluding taxes and shipping fees).  

Rush Shipping (delivery in 2-3 business days) is a flat rate of $14.95, ($19.95 for signature required), for orders up to $200. Orders over $200 will ship for free with signature required. (Available only in lower 48 states.  Not available to APO/AFO addresses.)

Express Shipping (delivery in 1-2 business days) is a flat rate of $45. (Available only in lower 48 states.  Not available to APO/AFO addresses.)

Yes! All orders over $100, (excluding applicable taxes and shipping charges), receive free shipping.

We currently offer three shipping options — Standard, (typically arrives in 1-2 weeks), Rush, (arrives in 2-3 business days), and Express, (arrives in 1-2 business days). Please see this table for more transit time information.

Yes, all shipping options have a “signature required“ option which is the safest way to ensure your package reaches you. 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 customer assumes responsibility for any lost, stolen, or mis-delivered packages when the “no signature required” option is selected.

At this time we are not offering international shipping.

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.

Standard shipping usually arrives in 1-2 weeks.*

Rush shipping usually arrives in 2-3 business days.

Express shipping usually arrives in 1-2 business days.

Please note that business days do not include weekends or national holidays.

*There is no guaranteed delivery date/time frame with Standard Shipping. The USPS is currently overburdened and you may experience delays in delivery times for Standard Shipping.  Weather conditions may also affect delivery time. Please be patient and plan accordingly!

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 sales@liamand lilly.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.

If you requested a signature on delivery there should be proof of delivery in your 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. (As noted at checkout, 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.

All orders ship from our warehouse in New Jersey.