Preparing your order
Ready-to-ship pieces are normally dispatched within 3 to 5 business days after your payment is confirmed. Commissions and made-to-order pieces follow the date agreed in your written quote. Lily reviews every order — availability, your address and any personalization — within that window; the review never restarts the promised dispatch time.
Shipping
Shipping options, costs and delivery dates are calculated in your cart before you pay, for your country and postal code and for everything in your order, packed as it will actually ship. Rates come directly from Canada Post. Delivery dates combine Lily’s preparation time with the carrier’s estimate for your destination; they are estimates, not guarantees, unless the service you choose says it is guaranteed. Paintings are wrapped with corner and surface protection and every parcel is sent with tracking. Oversized or fragile pieces may need an individual shipping quote, which you will receive before paying.
Typical delivery times. After dispatch, Canada Post usually takes 1 to 8 business days within Canada (up to 12 for remote northern communities), 6 to 9 business days to the United States and 6 to 12 business days to Europe, depending on the service you choose. Your cart shows the estimate for your address and service.
Orders outside Canada. Import duties, taxes and clearance charges depend on the destination. Checkout tells you who pays them and any amount known before purchase. A gift message or gift wrap does not change a purchase into a customs “gift”: the item is declared at its sale value, as the law requires.
Delivery problems
If a parcel arrives damaged, is lost or looks wrong, please contact Lily as soon as you can — within seven days is helpful — with photos where possible. Lily deals with the carrier on your behalf. Reporting later does not remove your legal rights.
Cancelling an order
Ask to cancel from your order page or by email. Lily will make every reasonable effort to stop an order before it is dispatched. Buying a shipping label does not, on its own, remove your right to cancel or withdraw.
Returns
Changed your mind? You can ask for a return by telling Lily within 14 days after you receive the item, and then send it back within 14 days of telling her. The return address and any return shipping cost are shown before you buy. Items should be returned carefully packed, and are assessed fairly — normal handling to inspect an item is not “damage”.
Refunds go back to your original payment method within the legal time limits, including standard outbound shipping where the law requires it. There is no blanket restocking fee and card fees are not deducted.
Customers in the European Union and United Kingdom keep their statutory right to withdraw from an online purchase within 14 days of delivery, and to return goods within a further 14 days. Genuinely personalized or made-to-specification items may be exempt from change-of-mind withdrawal where the law allows; ordinary handmade or made-to-order stock is not automatically exempt.
Exchanges
An exchange is arranged once both sides agree on the replacement, any price or shipping difference, and availability. Your separate right to a refund is not affected.
Faulty or not-as-described items
If something is faulty or not as described, you are entitled to a remedy under consumer law in addition to anything in this policy. Please contact Lily and she will put it right.
Contact
lilymalekfineart@gmail.com · +1 587-568-8513 — Lily aims to reply within two business days. An automatic acknowledgment is not a decision on a return, refund or dispute.