support + returns

Support + Returns

Hiya 🤍

I want you to feel calm and happy ordering from my shop. If something arrives damaged, incorrect, or there is an issue I can fix, I will.

Email me anytime at Lisa@ilaandalice.com.

Quick Help

Delivery times for untracked mail

If you select an untracked shipping option, delivery can occasionally take up to:

3 weeks within Canada
4 weeks to the United States or other international destinations

All snail mail and packages cross an international border when going to the US, Mexico or or overseas from Canada. This does mean things take longer than when shipping or mailing within your home country. Weather, customs, holidays, and postal delays may add extra time.

Untracked lettermail does not include scans, insurance, or delivery confirmation. Once it leaves my studio, I cannot see where it is or provide tracking updates.

It is called snail mail for a reason. I cannot control the delivery gods. 🙂

Damaged or incorrect order?

Please email me within 3 business days of delivery with your order number and clear photos of the item and packaging.

Questions before purchasing?

Ask away. I am happy to provide additional photos or answer questions so you can purchase with confidence.

Returns & Exchanges

Handmade Journals

Handmade journals are final sale.

Each journal is one of a kind and contains many handmade details, removable pieces, pockets, tags, and moving parts. Because of their unique nature, I am unable to accept returns or exchanges on journals.

Please contact me before purchasing with any questions or concerns. I am happy to provide as much information as you need.

Postcards & Ephemera Packs

I accept returns or exchanges on postcards and ephemera packs.

Please contact me within 14 days of delivery.

Items must be:

unused
in their original condition
returned in the same clean condition in which they were received

Approved returns must be mailed back within 7 days of receiving return instructions.

Sale Items

Sale items are final sale.

Tracking & Untracked Shipments

Some items are available with untracked lettermail shipping to keep postage affordable.

Untracked lettermail includes:

no tracking scans
no delivery confirmation
no insurance

Because untracked mail cannot be located once it has been mailed, please make sure your shipping address is complete and correct before placing your order.

When available, you may choose tracked shipping at checkout.

Damaged or Incorrect Items

If your order arrives damaged or incorrect, I will make it right.

Please email Lisa@ilaandalice.com with:

your order number
clear photos of the item
clear photos of the packaging

Depending on the situation, I will repair, replace, or refund the item as appropriate.

Approved Returns

When a return is approved:

the buyer is responsible for return shipping costs
original shipping charges are non-refundable
the item must be packaged carefully and returned in its original condition
refunds are issued after the returned item is received and inspected

Approved refunds will be issued to the original payment method within 5 business days after the returned item is received and inspected.

Gifts

Yes! Leave a note at checkout and I am happy to:

include a short gift message
add gift wrapping
remove pricing slips where possible

Studio FAQ

When will my order ship?

Orders normally ship within 1–3 business days from Ontario, Canada.

Are your journals really handmade?

Yes 🤍 Everything is made and packed in my studio. Nothing is mass-produced.

All items are made here in Canada, in the Great White North.

How can I reach you?