Policies & FAQ

POLICIES

ORDER LIMITS

To ensure that everyone gets a fair chance in purchasing the brooch they want, there is a limit to one brooch style per person. If you purchase more than one brooch style, your order will be canceled. Sorry for any inconvenience this may cause.

 

SHIPPING

Orders will be shipped within 3 - 7 business days of the order being placed.

All Packages will be shipped via the USPS. Domestic packages will ship Priority Mail. For International packages there are two options: First Class International and Priority Mail International. First Class includes tracking, but does not include insurance if your package is lost or damaged in transit. Priority Mail will insure your package for up to $200 if it is lost or damaged in transit. Shipping cost is calculated at checkout. 

We recommend selecting Priority Mail so your package can be insured.

  • Please check your e-mail address and shipping information before placing your order.
  • We cannot change shipping addresses once an order has been placed. Orders will be sent to the address provided.
  • We are not responsible for orders shipped to an incorrect address entered at checkout.

 

 COMBINED SHIPPING

If you would like combined shipping, just send us an email with your order numbers.  Please note that the names and addresses on each order must match.  If your order is being shipped International and is over $400, it must be shipped Priority Mail. 

  • We cannot ship more that 4 brooches in a box.
  • The combined shipping rate will be calculated by weight.
  • In order to ship purchases in a timely matter, we cannot combine shipping for In Stock items and Pre Order items.

 

CUSTOMS DUTIES & OTHER FEES 

Customers are responsible for all customs duties and other fees. We cannot falsify customs forms by marking packages as a "gift". 

If your package is sent back to us due to not paying duties or failure to pick up, you can arrange for a redelivery at your expense or request a refund minus the original shipping cost.

  • Please note that Pre Orders and Custom Orders are not eligible for refunds.

 

LOST PACKAGES

We are not responsible for lost packages. We recommend selecting Priority Shipping so your package can be insured.

 

DAMAGED IN TRANSIT

We pack our brooches in a secure tin and bubble wrap. If your brooch arrives damaged, you may send it back for an exchange for the same brooch. 

  • Please note: Selecting the Priority Shipping option insures your item for damages. Selecting First Class does not insure your item and the customer is responsible for the return shipping fee. We only cover shipping the new item back to you.  

 

​RETURNS, EXCHANGES AND REFUNDS 

*DUE TO COVID-19, RETURNS AND EXCHANGES ARE SUSPENDED.

We want you to love your purchase! But if you are unhappy with your order, please contact us through our Contact page with your Order Number and reason for the return within 48 hours of receiving your package to arrange a return or exchange. Please note: we do not accept returns for Change of Mind.

Due to a new a PayPal refund policy as of October 11, 2019, there is a Return Processing Fee of 2.9% + $0.30. This amount will be deducted from your refund.

  • We only allow exchanges for the same in stock item. If the item you wish to exchange is out of stock, you can wait for it to restock or you may request a refund.
  • To return your order, use the return label that was emailed to you, packaging, as well as any gift with purchase. If the gift is not returned, you will be charged the retail price for it. Returned items must be postmarked within 7 days of delivery and must be in their unworn, original condition.
  • The original order shipping fee is non refundable.

​International Returns: At this time we are unable to provide free returns. You are welcome to use the shipping method of your choice. We are not responsible for lost return packages, and recommend you insure and track your package.

 

NOT ELIGIBLE FOR RETURNS, EXCHANGES OR REFUNDS

*Custom Orders and Pre Orders are FINAL SALE.

*Final Sale or Sale Items.

*Jewelry damaged by customer (i.e. dropping, exposing jewelry to water, chlorine, oil, perfume, lotion, soap, breaking, and not properly storing jewelry).

*Worn items.

SALES & COUPONS

We cannot honor coupons that has passed the promotional time frame or coupons that was not entered at checkout.

 

PRE ORDERS

Lillian*Madison offers Pre Orders  to ensure everyone has a chance to purchase their favorite item. However, since our brooches are handmade only by Angelina, Pre Orders are capped at a certain amount. It is impossible to have an unlimited amount of pre orders for handmade items, as doing so will hold up production for future releases. 

All Pre Order items must ship complete. If you purchase an In Stock item and a Pre Order item together in the same transaction, the entire order will not ship until the Pre Order item is ready to ship. Each Pre Order item has an estimated ship date in its listing, but it may be delayed due to unforeseen circumstances.  

Pre Order Items are not eligible for Cancellation, Refunds or Returns.

 

CUSTOM COLOR REQUESTS

We cannot accept color change requests for our brooches.

 

CUSTOM / ONE OF A KIND ORDERS

*As of October 22, 2019 we are no longer accepting Custom Orders.*

 

CANCELLATION

Once an order is placed, we begin to process it. We are unable to cancel orders. You must wait to receive your order and if applicable, you may send it back for a refund. 

 

RESTOCKS / SOLD OUT AND DISCONTINUED / LIMITED EDITION 

Each brooch planned to be restocked will have a restocking date in the listing description. 

If a brooch is sold out, it may be restocked in a few weeks or months. Please subscribe to the waitlist and wait for the restocking date. If a brooch is not listed in The Vault, that means it is not discontinued and will be restocked.

A brooch that is discontinued will never return once it has been sold out. 

A Limited Edition brooch is a special release of a certain brooch design. It can be discontinued at any time. 

Please note: That a Discontinued / Limited Edition brooch can not be commissioned as a Custom Order. 

 

BUYING HANDMADE

Each brooch is handcrafted by Angelina. While every effort is made to have them all look the same, this is nearly impossible for handmade items. Each brooch is a little work of art and are all unique. All of our brooches are photographed and described as accurately as possible.

FREQUENTLY ASKED QUESTIONS

Can I make a purchase before a release or can you hold items for me?

To unsure fairness to all of our customers, we cannot hold items or allow purchases before a release. All items are sold on a first come, first served basis.

 

Can you send me free brooches to promote on my Instagram page or blog?

While we appreciate that you love our brooches, as a small business we cannot send out product for free.  

 

Do your offer Wholesale?

We do not offer wholesale pricing at this time.

 

I placed a pre order, can you change the colors for me?

We cannot make any changes to brooch designs.

 

I forgot to enter my coupon code at checkout...can you refund me the difference?

Unfortunately we cannot redeem coupon codes for you. Please make sure to enter your coupon at checkout.