support + returns

Support + Returns

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

Email me anytime: Lisa@ilaandalice.com

Quick Help

Please note: if you selected untracked (no tracking number) shipping, it can ( not always) but it can take up to 3 weeks to arrive within Canada and up to 4 weeks in the United States or overseas depending on your location. Extra time must be allowed for weather issues.
Tracking and insurance are not included in letter mail shipping and once it has been shipped, there is no way to tell where it is or how long it will take.
This is why it is called snail mail :) I cannot control the delivery gods ;)

Damaged or incorrect order?
Email within 3 business days of delivery with photos of the item and packaging.

Questions before you buy?
Ask away — I’m happy to take extra photos or answer anything so you can purchase with confidence.

Returns & Exchanges

Handmade Journals

Journals are final sale.
Each journal is one-of-a-kind with many handmade details and over 100 pieces and "moving parts", so I’m unable to accept returns on journals. Please feel free to ask what ever questions or concerns you might have before ordering. I am here to help and give as much info as you need before purchasing.

Postcards & Ephemera Packs

I accept returns/exchanges within 14 days for postcards and ephemera packs only if:

  • items are unused

  • in original condition

  • returned in the same clean condition they were sent

Sale Items

Sale items are final sale.

Tracking & Untracked Shipments

Some items ship by lettermail to keep postage affordable.

  • Lettermail is untracked (no scans, no delivery confirmation).

  • If you choose an untracked shipping option, I cannot provide tracking updates once it leaves my studio. AND! ila and alice is not responsible for lost mail and mail with incorrectly entered addresses. Please make sure you have entered the correct address for delivery.

If tracking is important to you, please choose a tracked option at checkout (when available).

Damaged or Incorrect Items

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

Email Lisa@ilaandalice.com
          with:

  • your order number

  • photos of the item (showing the damage from many angles if damage is the issue)

  • photos of the packaging (showing the damage from many angles if damage is the issue)

I’ll repair, replace, or refund as needed depending on the situation.

Approved Returns (when applicable)

If a return is approved:

  • buyer covers return shipping costs

  • original shipping costs are non-refundable

  • refunds are issued once the item is safely returned to me in Canada

Gifts

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

  • include a short gift message and gift wrap ( fun!)

  • remove pricing slips where possible

Studio FAQ

When will my order ship?
Within 1–3 business days from Ontario, Canada.

Are your journals really handmade?
Yes 🤍 Everything is made and packed in my studio — nothing mass-produced.
All items are made here in Canada, in the great white north :)

How can I reach you?
Email me anytime: Lisa@ilaandalice.com