Returns and refunds

Your personalised order

Your product is made using the photos, crops, text and options you approve. Before paying, check your images, spelling, layout and shipping details carefully. Clear, well-lit original images give the best results; screenshots and compressed images may print with less detail.

Screens and print can show colours differently. Small variations are normal, but this does not exclude remedies for a faulty product or a product that does not match its description.

Changes and cancellations

Contact hello@lila.co.nz as soon as possible if you need a change or cancellation. We can consider requests before production starts but cannot guarantee a change once your personalised item is being made. Production usually takes 1–3 business days before shipping.

Change of mind

We do not offer change-of-mind returns, exchanges or refunds for personalised products, displays or gift cards. Customer-approved cropping, spelling and photo choices are not in themselves manufacturing faults. This policy does not limit any rights you have under New Zealand consumer law.

Damaged, faulty or incorrect items

Please contact us promptly with your order number, a description of the problem and clear photographs of the item and packaging. Email photographs to hello@lila.co.nz. Do not send an item back until we have agreed the return arrangements.

We will assess the problem and provide the remedy required by the Consumer Guarantees Act, which may be repair, replacement or refund. For a substantial failure, your statutory choice of remedies remains available. There is no seven-day cut-off for your legal rights. We will arrange reasonable return costs where required for a valid fault claim.

Refunds and gift cards

Approved refunds are returned to the original payment method where applicable. Gift-card payments are restored to gift-card credit, subject to any different remedy required by law. Mixed-payment refunds account for both payment methods.

Gift cards have no expiry date. Unused balances can be used on a later order and are not exchangeable for cash except where legally required.