shipping & support
Shipping & Support
Quick FAQs:
All ila & alice items ship within 1–3 business days via Canada Post unless otherwise noted.
Hiya 🤍
Everything is crafted by hand in my Ontario studio and packed with care. I want you to have a great experience shopping with me and I want you to feel comfortable purchasing from my shoppe. Connecting with me should bring you joy not worry or stress.
I am always here to help and if there is an issue with your purchase arriving damaged or in some way or if tracking with a package (when available) is an issue.
Contact me right away. Lisa@ilaandalice.com
I will definitely be here to assist you with that.
To quickly address the question of returns is as follows:
*I do not accept returns on journals due to their nature. All my journals are one of a kind and have many "moving parts" and because of the complicated nature of the journals, they are not eligible for return. They are a final sale.
*I do accept returns/exchanges on postcards and ephemera packs within 14 days that are still in their original packing, unused, clean and returned to me in the same condition that I sent them out as.
*Sale items are final sale.
*Postcards and ephemera packs are sent via letter mail with stamps.
Letter mail does not include insurance and no tracking is included.
*Please note that anything sent letter mail can take up to 3 weeks to arrive in Canada and can, not always but can take up to 4 weeks to arrive to the USA. Depending on other issues like holidays, weather etc. is a possibility.
*Letter mail to the USA and overseas destinations is not late if it takes a month to arrive. These are real world timelines and this is why we call it snail mail :)
*If you have any questions, concerns or require more information about a journal before you purchase please email me. I can answer any questions that you have and I can take more photos for you if you would like additional info so you can make your purchase with confidence. Lisa :)
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🇨🇦 Canada
Physical items ship across Canada.
Letter-mail options are used for postcards, ephemera packs, and some mini journals.
Larger journals and bundles ship in tracked flat-rate boxes through Canada Post.
Estimated delivery: 5–10 business days, depending on location.
✉️ Happy Mail Worldwide
Postcards and select flat paper goods can be sent by snail mail almost anywhere in the world.
💻 Digital Downloads
Printable files are available instantly worldwide.
Due to the nature of digital products, downloads are non-refundable.
🤍 Returns & Support
Because each ila & alice piece is handmade in small batches and often one-of-a-kind, all sales are final.
That said, your happiness truly matters to me.
If something arrives damaged, incorrect, or there’s an error on my end, I will absolutely make it right.
Please contact me within 3 business days of delivery and include photos so I can help quickly.
Damaged or Incorrect Items
Email me at Lisa@ilaandalice.com
with photos of the item and packaging.
I’ll repair, replace, or refund as needed.
Returns (when approved)
In the rare case that a return is approved:
• Items must be unused and in original condition
• Buyers are responsible for return shipping costs
• Original shipping fees are non-refundable
• Refunds are issued once the item is safely returned to me in Canada
Please note, the buyer (you) are responsible for covering the cost of return shipping. It is the buyer responsibility to pay for the shipping cost back to me in Canada. Original shipping costs are not refundable as they cover the service of delivery that has already been provided. If the product has been delivered damaged please contact me.
🌍 International Physical Shipping
At this time, most physical products ship within Canada only while I update cross-border shipping options.
If you’re outside Canada and interested in something special, feel free to reach out — I’m always happy to help when possible.
Delivery times shown at checkout are estimates provided by Canada Post and may vary.
Thank you for supporting a small Canadian handmade studio — Lisa xo
Studio FAQs 🤍
When will my order ship?
I pack and mail orders within 1–3 business days from my Ontario studio. Larger parcels include tracking once they’re on their way.
Do you ship outside Canada?
Postcards and select flat paper treasures can travel by snail mail almost anywhere in the world.
Most larger items (journals or large orders) currently ship within Canada while I update cross-border options.
Do you accept returns?
Because each piece is handmade and often one-of-a-kind, all sales are final.
If something arrives damaged or there’s a mistake, please reach out — I’ll absolutely make it right.
Are your journals really handmade?
Yes 🤍 Every journal, postcard, and paper good is crafted slowly by hand in my studio. Nothing is mass-produced.
(This little heart is VERY on brand for you.)
Will my order have tracking?
Larger journals and bundles ship with tracking.
Letter-mail items like postcards and ephemera packs ship without tracking to keep postage affordable.
Can I send something as a gift?
Absolutely! Leave me a note at checkout and I’m happy to tuck in a message or skip the pricing slip.
How can I reach you?
You can always email me at Lisa@ilaandalice.com — I’m happy to help anytime.