Refund policy

Refund Policy

At Frost Lily, every tumbler is handmade and personalised to order. Because of this, we are unable to accept returns or cancellations for change of mind once your order has been placed and production has begun.

Air Bubbles

Due to the nature of our snowglobe tumblers and the shipping process, small air bubbles may occasionally appear inside the cup. These can occur naturally during handling and transportation and are not considered a defect or reason for replacement or refund.

Damages, Defects & Incorrect Orders

Please inspect your order as soon as you receive it.

If your item arrives:

Damaged during shipping
Defective
Leaking
Incorrect or different from what you ordered

please contact us within 48 hours of delivery so we can assess the issue and make it right.

When contacting us, please provide:

Your order number
Clear photos of the item
Photos of the packaging, if the item was damaged during delivery
A short video where helpful, particularly for leaks or functional issues

Depending on the situation, we may offer a replacement or refund.

Claims made after 48 hours may not be eligible for a replacement or refund, so please inspect your order promptly upon delivery.

Custom & Personalised Orders

Because our tumblers are handmade and customised specifically for each customer, we do not accept returns or refunds for:

Change of mind
Incorrectly selected options
Personal preference
Minor variations that are a natural result of handmade production

Please carefully check your order details before completing your purchase.

If we have made an error with your order, please contact us within 48 hours of delivery and we will work with you to resolve the issue.

Sale Items & Gift Cards

Sale items and gift cards are non-refundable unless the item arrives damaged, defective, or incorrect.

Cancellations

Orders cannot be cancelled once production has begun.

If you need to make a change to your order, please contact us as soon as possible after placing your order. We will do our best to accommodate changes before production begins, but changes cannot be guaranteed.