Frequently Asked Questions (FAQ's)
Welcome to the Lily & Birch Market Help Center. Here you will find answers to the most common questions regarding our personalized products, ordering process, shipping, and return policies. If you can't find what you are looking for, please don't hesitate to contact us via email at lilybirchmarket@gmail.com.
1. Product & Customization
Are your products microwave and dishwasher safe?
Ceramic Mugs: Yes! Our standard ceramic mugs are 100% microwave and dishwasher safe.
Premium Glassware (Engraved): Our laser-engraved beer, wine, and whiskey glasses are dishwasher safe as the design is permanently etched into the glass. However, to keep your glassware sparkling clear for years to come, we always recommend gentle hand washing when possible.
Is the customization permanent?
Absolutely. We use professional high-definition sublimation printing for our colorful ceramic mugs and state-of-the-art precision laser engraving for our glassware. Your personalized names, dates, quotes, or photos are permanently bonded to the product and will never fade, peel, or wash away.
Can I see a preview of my design before it is made?
To keep our production times fast and efficient, we do not automatically send proofs for standard orders. Our design team will format your text/photo exactly as requested to ensure the best layout. However, if you have a complex custom request, you can contact us immediately after placing your order to request a digital proof.
2. Ordering & Payment
Can I modify or cancel my order after placing it?
Because each item is custom-made to order, we begin processing your personalized designs very quickly. If you need to change your custom text, photo, or shipping address, or if you need to cancel your order, please email us at lilybirchmarket@gmail.com within 2 hours of placing your order. After 2 hours, we cannot guarantee changes as your item may already be in production.
What payment methods do you accept?
We accept all major credit cards (Visa, MasterCard, American Express, Discover) as well as secure checkout options via PayPal, Apple Pay, and Google Pay. All transactions are fully encrypted and secure.
3. Shipping & Delivery
How long does production and shipping take?
Production Time: Since every item is crafted uniquely for you, please allow 3–5 business days for our team to design, print, and quality-check your order.
Shipping Time: Shipping times vary depending on your location and the shipping method selected at checkout. On average, standard US shipping takes 5–8 business days after production.
Do you provide tracking information?
Yes, definitely! As soon as your order is packaged and handed over to the carrier, an automated email containing your tracking number and tracking link will be sent to the email address you used during checkout. You can also monitor your package directly on our Track Your Order page.
Can I ship an order directly to a gift recipient?
Yes! Our custom mugs and glasses make perfect surprises. All of our orders are shipped in secure, premium packaging without any pricing information or invoices included inside, making them 100% gift-ready.
4. Returns, Refunds & Damages
What is your return policy for personalized items?
Because our products are permanently customized with your specific names, dates, or photos, we cannot accept returns or offer refunds for change-of-mind or customer errors (such as typos or choosing the wrong product size/type). Please review your personalization details carefully before completing your order.
My item arrived broken or defective. What should I do?
While we pack our glassware and mugs with extreme care, fragile items can occasionally be damaged during transit. Don't worry—we’ve got you covered! If your item arrives broken or has a print defect, please email us at lilybirchmarket@gmail.com within 48 hours of delivery with:
Your Order Number (e.g., #LBM1234)
A clear photo of the damaged product and the packaging.
We will immediately process and ship a 100% free replacement to you.
5. Bulk & Corporate Orders
Do you offer discounts for large or corporate bulk orders?
Yes, we do! If you are looking to order custom mugs or glassware in bulk for weddings, corporate gifts, family reunions, or local businesses, we offer special tier discounting. Please reach out to us at lilybirchmarket@gmail.com with your estimated quantity and design ideas, and we will provide a custom quote within 24 hours.