Where do you manufacture?
All accessories are handmade by Lilly in her London studio and each piece is crafted with care and attention to detail.

Where is your fabric sourced?
Fabrics are sourced locally in East London with a focus on small batches and limited-edition prints. Some are unique and will not be restocked, while others are restocked regularly. 100% cotton is used for its sustainability and natural qualities, while satin is used for its benefits to hair.

Do you accept custom orders?
Yes! Accessories can be customised to suit your needs or made completely bespoke. Please email imsewjamaican@outlook.com for more information.

Do you ship internationally?
Not currently, but hopefully in the future.

How will I know my order has been dispatched?
You’ll receive an email notification. Please check your spam or junk folder if you don’t see it in your inbox.

When will my order arrive?
All goods are shipped from the UK. Processing times are 3 - 5 working days unless otherwise stated on individual products. UK orders are shipped via Royal Mail's 48-hour delivery service (usually 2 – 3 working days). Delivery times are estimates and may vary during busy periods. If you need your order sooner, please select the express shipping upgrade at checkout. Please read shipping policy here.

What are your delivery costs?
Delivery costs are based on the weight of your order and calculated at checkout. The following rates apply for 2nd Class Royal Mail:

Standard delivery
Orders up to 200g: £2.70
Orders between 200g – 750g: £3.50

Express delivery
Orders up to 200g: £3.99
Orders between 200g – 750g: £4.99

Can I upgrade or track my order?
Yes, you can upgrade to express shipping at checkout. Standard Royal Mail delivery is untracked and only confirms when the item has been delivered. If you choose tracked shipping, you’ll be able to follow your order’s progress throughout its journey. For important items or during busy periods, tracked delivery is recommended for peace of mind. Track your item with Royal Mail here.

How is my order packaged?
Orders are wrapped in recyclable tissue paper inside a cardboard box. You’ll also receive a handwritten thank-you note or gift message if you’ve opted for that. If multiple items are purchased, they’ll be wrapped together unless they don’t fit, in which case they’ll be wrapped individually. Care instructions are included on the packaging with no pricing shown.

How do I add gift wrapping to my order?
You can add gift wrapping in two ways:

• Select the “Yes/No” gift wrapping option on the product page, or
• Add the separate Gift Wrapping listing to your cart.

One gift wrap purchase covers the entire order. If you want each item wrapped individually, please purchase gift wrapping for each item.

Can I include a personal gift message?
Yes, absolutely! Tick the 'Gift Message' checkbox in the cart section, right before checkout. A message box will appear where you can write your personal message. I’ll handwrite it onto an A5 card to include with your purchase. If you forget, no worries, simply email Lilly at imsewjamaican@outlook.com with your order number in the subject line and I’ll make sure your message is included.

Will the packing slip show prices?
No, packing slips never include prices, whether the order is a gift or not. Individual product packaging is also free of pricing details. All payment information is sent to the buyer via email in the order confirmation and invoices can be provided upon request.

Can I send my order to a different address?
Yes! When entering your delivery details at checkout, you can send the order directly to a recipient different from your billing address.

Can I cancel my order?
As products are made-to-order, cancellations are only accepted within 12 hours of placing your order for a full refund. After this 12-hour cancellation window, no cancellations or refund requests will be accepted or approved. To cancel, please email imsewjamaican@outlook.com with your order number.

Can I return my order?
Returns are only accepted for defective, damaged or misdescribed items. Change-of-mind returns and sale items are non-returnable.

If your item arrives damaged or defective, please email imsewjamaican@outlook.com within 48 hours, including photos (and videos if possible). A replacement or refund will be arranged if approved. You are responsible for return shipping costs and should use a trackable shipping method. Please read returns and refund policy here.

Can I exchange an item instead of returning it?
Exchanges are not offered as all items are made-to-order.

What if I’ve received the wrong order?
Apologies for the mix-up! Please email imsewjamaican@outlook.com within 24 hours of delivery with your order details and photos to ensure this is corrected as quickly as possible.

How do promotions and discounts work?
Discount codes must be entered at checkout to be applied; this includes newsletter signup offers and other promo codes. Free shipping promotions are automatically applied at checkout, no code needed. Please note that only one discount code can be used per order unless otherwise stated. Repeated or unauthorised use of codes may result in order cancellation and a full refund issued. Please read promotion terms and conditions here.

I have another issue not mentioned here. How can I contact you?
For a quick and instant response to any questions, enquiries or concerns, please use instant Chat located at the bottom right-hand side of your screen. You can also email imsewjamaican@outlook.com or message @imsewjamaican on Instagram and I’ll respond as soon as possible.

Lilly xoxo

 

Shipping Method
All goods are shipped from the UK via Royal Mail's 48-hour delivery service (usually 2–3 working days). Delivery times are estimates and may vary during busy periods. If you need your order sooner, please select the express shipping upgrade at checkout.

Tracked vs Untracked Delivery
Standard Royal Mail delivery is untracked and only confirms when the item has been delivered. If you choose tracked shipping, you’ll be able to follow your order’s progress throughout its journey. For important items or during busy periods, tracked delivery is recommended for peace of mind.

You can track your item with Royal Mail here.

Processing Times
Processing times are 3–5 working days unless otherwise stated on individual products. Please note, processing time refers to how long it takes for your order to be made, while shipping time is the duration it takes for your order to reach you. Processing time should be added to shipping time. For specific processing times, check individual product listings.

Delivery Costs
Delivery costs are based on the weight of your order and calculated at checkout. The following rates apply for 2nd Class Royal Mail:

Standard delivery
Orders up to 200g: £2.70
Orders between 200g – 750g: £3.50

Express delivery
Orders up to 200g: £3.99
Orders between 200g – 750g: £4.99

Dispatch Notification
You’ll receive an email notification when your order has been dispatched. Please check your spam or junk folder if you don’t see it in your inbox.

Customer Support
If you have any queries, please use instant Chat located at the bottom right of your screen or contact Lilly at imsewjamaican@outlook.com with your order number.

Returns
As all orders are handmade to order, returns are only accepted if:

• Your order arrives damaged
• You receive the wrong item

Please contact Lilly at imsewjamaican@outlook.com within 24 hours of delivery with photos of the issue and the original packaging. Refunds, if authorised, will be processed via the original payment method. Shipping costs are non-refundable. Items returned without prior approval will not be accepted.

Once your return is received and inspected, you'll be notified. Approved refunds will be processed within 10 business days.

Returns should be sent to: PO BOX 77750, London E10 9GL

Cancellations
Cancellations can be made within 12 hours of placing the order for a full refund. As items are custom-made after this 12-hour cancellation window, no cancellations or refund requests will be accepted or approved. To cancel, please email imsewjamaican@outlook.com with your order number.

The 14-day cooling-off period does not apply to custom-made or personalised orders under the EU Consumer Rights Directive (2011/83/EU). If your item is faulty, damaged, or misdescribed, you still have the right to request a replacement or refund.

Payment Methods
Credit & Debit Cards: Visa, Mastercard, American Express, Maestro
Digital Wallets: Apple Pay, Google Pay, Shop Pay
Other Methods: Bank transfers

Security
SSL Encryption: All data transmitted during checkout is securely encrypted.
Tokenization: Sensitive card information is replaced with secure tokens to reduce fraud risk.
Fraud Prevention: Automatic fraud analysis with AVS (Address Verification System) and CVV checks help protect your transactions. PCI DSS Compliance: Our payment processing is fully compliant with PCI DSS Version 4.0 standards, ensuring your data is handled safely.

Transaction Fees
Our standard credit card processing fees range from 2.4% to 2.9% + £0.30 per transaction, depending on your purchase. If you use payment methods outside Shopify Payments, additional fees may apply. Currency conversion fees of 2% may apply if you pay in a currency different from GBP.

For quick support, please use the instant Chat function located at the bottom right of your screen or email Lilly at imsewjamaican@outlook.com

If your inquiry is about an existing order, please include your order number too.

Before reaching out, please check the FAQs section as your question might already be answered there.

Thank you

Lilly xoxo