FREQUENTLY ASKED QUESTIONS
Customer Service
Opening hours
Our customer service desk can be reached by telephone, email, Instagram and Facebook at the business hours listed below:
| Monday | 09:00 – 21:00 |
| Tuesday | 09:00 – 21:00 |
| Wednesday | 09:00 – 21:00 |
| Thursday | 09:00 – 21:00 |
| Friday | 09:00 – 21:00 |
| Saturday | 09:00 – 15:00 |
| Sunday | CLOSED |
Complaints
We do everything in our power to ensure that the world of LilysCraftedFeelings enriches your life with beautiful experiences and products. If you are not completely satisfied with one of our products we would like to know this as soon as possible so we can respond appropriately. If you have a complaint please inform us using one of the options below.
General Product details and Care Instructions
• LilysCraftedFeelings collection items are made to order, so each is one of a kind.
• Glass is dyed and hand painted in a two step process, with solvent premium quality paints and then is decorated with contouring and dot art, so it is long lasting.
• All items are 100% original artwork and are all individually designed and hand painted by me.
• Glass colour and detailed contouring are permanently set. It is safe to use with candles, tea lights, or to fill with water and use as a vase.
• Recommended to clean surfaces with damp cloth. Avoid soaking in water or scrubbing, as this may damage the contouring.
Customisation Options
Custom orders welcome!
I can personalise your design to include your choice of the following:
• Initials/ Monograms
• Names
• Dates
You can also customise your lantern/candle holder with your choice of glass colour and detailing colour. Just send me a message and we can discuss the options you like, or let me know your preferences!
The detailing options I have available are:
• Bright Gold
• Earthy Ancient Gold
• Bronze (Old Gold)
• Silver
• Pewter
• Copper
• Pearl White
• Shiny Blue, Light Blue, Pink
• Matte Black and White
• Brown
Delivery and Shipping
Delivery service
We strive to deliver your order as soon as possible. The time we need to prepare an order for dispatch varies. Please bear in mind that all LilysCraftedFeelings items are handmade and as such may need 3-5 business days* to dispatch.
Customs and import taxes
Buyers are responsible for any customs and import taxes that may apply. We are not responsible for delays due to customs.
Domestic shipping times
Registered parcel delivery with Hellenic postal service “ELTA” in 1-2 business days*.
International shipping times
Yes, we ship internationally! But currently not all over the world. Please check the overview below for our shipping destinations and shipping times.
| Country | Shipping partner | Delivery times (business days*) |
| Austria | ELTA (Hellenic Post) | 3-5 business days |
| Belgium | ELTA (Hellenic Post) | 3-5 business days |
| Bulgaria | ELTA (Hellenic Post) | 3-5 business days |
| Croatia | ELTA (Hellenic Post) | 3-5 business days |
| Cyprus | ELTA (Hellenic Post) | 3-5 business days |
| Denmark | ELTA (Hellenic Post) | 3-5 business days |
| Finland | ELTA (Hellenic Post) | 3-5 business days |
| France | ELTA (Hellenic Post) | 3-5 business days |
| Germany | ELTA (Hellenic Post) | 3-5 business days |
| Hungary | ELTA (Hellenic Post) | 3-5 business days |
| Ireland | ELTA (Hellenic Post) | 3-5 business days |
| Italy | ELTA (Hellenic Post) | 3-5 business days |
| Luxemburg | ELTA (Hellenic Post) | 3-5 business days |
| Netherlands | ELTA (Hellenic Post) | 3-5 business days |
| Norway | ELTA (Hellenic Post) | 3-5 business days |
| Poland | ELTA (Hellenic Post) | 3-5 business days |
| Portugal | ELTA (Hellenic Post) | 3-5 business days |
| Romania | ELTA (Hellenic Post) | 3-5 business days |
| Slovakia | ELTA (Hellenic Post) | 3-5 business days |
| Slovenia | ELTA (Hellenic Post) | 3-5 business days |
| Spain | ELTA (Hellenic Post) | 3-5 business day |
| Sweden | ELTA (Hellenic Post) | 3-5 business days |
| Switzerland | ELTA (Hellenic Post) | 3-5 business days |
| United Kingdom | ELTA (Hellenic Post) | 3-5 business days |
| United States | ELTA (Hellenic Post) | 3-7 business days |
| United Arab Emirates | ELTA (Hellenic Post) | 3-7 business days |
* Business days exclude: Saturday, Sunday and holidays.
Shipping rates
An overview of our shipping rates for registered parcel to all destinations is given below.
| Country | Shipping costs | Free shipping for orders over a certain amount |
| Austria | €6.50 | Free shipping over €40.00 |
| Belgium | €6.50 | Free shipping over €40.00 |
| Bulgaria | €6.50 | Free shipping over €40.00 |
| Croatia | €6.50 | Free shipping over €40.00 |
| Cyprus | €6.50 | Free shipping over €40.00 |
| Denmark | €6.50 | Free shipping over €40.00 |
| Estonia | €6.50 | Free shipping over €40.00 |
| Finland | €6.50 | Free shipping over €40.00 |
| France | €6.50 | Free shipping over €40.00 |
| Germany | €6.50 | Free shipping over €40.00 |
| Greece | €5.00 | Free shipping over €30.00 |
| Hungary | €6.50 | Free shipping over €40.00 |
| Ireland | €6.50 | Free shipping over €40.00 |
| Italy | €6.50 | Free shipping over €40.00 |
| Latvia | €6.50 | Free shipping over €40.00 |
| Lithuana | €6.50 | Free shipping over €40.00 |
| Luxembourg | €6.50 | Free shipping over €40.00 |
| Netherlands | €6.50 | Free shipping over €40.00 |
| Norway | €6.50 | Free shipping over €40.00 |
| Poland | €6.50 | Free shipping over €40.00 |
| Portugal | €6.50 | Free shipping over €40.00 |
| Romania | €6.50 | Free shipping over €40.00 |
| Slovakia | €6.50 | Free shipping over €40.00 |
| Slovenia | €6.50 | Free shipping over €40.00 |
| Spain | €6.50 | Free shipping over €40.00 |
| Sweden | €6.50 | Free shipping over €40.00 |
| Switzerland | €6.50 | Free shipping over €40.00 |
| United Kingdom | €6.50 | Free shipping over €40.00 |
| United States of America | €9.20 | Free shipping over €50.00 |
| United Arab Emirates | €9.20 | Free shipping over €50.00 |
Payment Methods
How can I pay for my order?
Your order
Gift wrapping
Whether it is a gift for a friend or you simply love to receive your products all wrapped up, we take care of all your needs!
If you have multiple products you wish to be gift wrapped you can either choose to have them wrapped in one package or separately.
View the status of your order
After logging into your account you will be able to follow the status of your order via the link “order status”. This link will provide you with an update.
Your order
Gift wrapping
Whether it is a gift for a friend or you simply love to receive your products all wrapped up, we take care of all your needs!
If you have multiple products you wish to be gift wrapped you can either choose to have them wrapped in one package or separately.
View the status of your order
After logging into your account you will be able to follow the status of your order via the link “order status”. This link will provide you with an update.
Returns and Exchanges
We accept returns and exchanges
We do not accept cancellations
But please contact us if you have any problems with your order.
The following items can’t be returned or exchanged
Because of the nature of these items, unless they arrive damaged or defective, we can’t accept returns for custom or personalised orders
Conditions of return
Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
Bulk orders
Bulk orders for weddings, parties, events, special occasions, large lounge spaces, etc are available. Please contact me if interested in bulk order discounting.
GDPR
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