Refund policy

Returns, Refunds, and Order Cancellation Policy

Agreement to Policies

By placing an order on our website, you acknowledge that you have read and agree to this Returns, Refunds, and Order Cancellation Policy, our Terms of Service, Privacy Policy, Shipping Policy, and Website Disclaimer. Please review these policies carefully before making a purchase.

This Returns, Refunds, and Order Cancellation Policy applies to all purchases made from or through Alder and Alouette. Alder and Alouette is a registered trade name under the business name Lilly and Skye, LLC. References to "Alder & Alouette," "we," "our," or "us" throughout this policy refer to Lilly and Skye, LLC.

Refunds: Returns, Exchanges, and Cancellations

1. Non-European Union Customers

Eligible items may be returned within 30 consecutive calendar days from the date of purchase.

Exceptions apply for certain made-to-order bedding items (Holy Lamb Organics, Soaring Heart, Crescent Moon). Please see "Made-to-Order Bedding" below for details.

To begin a return, please contact us at info@alderandalouette.com within 30 days of purchase or visit the Return Portal in your customer account (recommended).

2. European Union Customers – 14-Day Cooling-Off Period

If your order is delivered to an EU country, you have the right to cancel your purchase within 14 days of receiving the goods under EU consumer protection law. To exercise this right, you must notify us within 14 days of delivery. After notifying us, you have an additional 14 days to return the item.

Items must be returned in their original condition and packaging. Customers are responsible for return shipping costs unless otherwise required by law.

Made-to-Order Bedding

Certain items, including bedding from Soaring Heart, Holy Lamb Organics, and Crescent Moon Bedding, are made to order and ship directly from the maker.

Due to the nature of these items, return guidelines differ and are outlined below.

Soaring Heart & Holy Lamb Organics

Returns are accepted on eligible items within 14 days of delivery.

To qualify for a return, items must be:

Unused and unwashed
In original packaging
Free of odors (including perfume, smoke, detergents, or home scents)
Free of hair, lint, or other fibers

All returns must be approved in advance.

Returned items are carefully inspected. Items that show signs of use, laundering, odors, or fibers may not be eligible for a refund.

Crescent Moon Bedding

All Crescent Moon bedding items are final sale.

Returns are not accepted unless the item arrives damaged or has a manufacturing defect.

If your item arrives damaged or defective, please contact us within 5 days of delivery and we will be happy to assist with resolution.

Additional Notes

Made-to-order items may ship separately from other items in your order
Expedited shipping methods are not available for these products
Production timelines may vary depending on maker and seasonal demand

If you have questions before ordering, we are always happy to help guide you.

How to Start a Return

1. Local In-Person Purchase Returns or Exchanges

Bring the item and receipt to us within 30 calendar days of purchase.
Made-to-order bedding items follow the 14-day return window outlined above.
All returns must meet eligibility criteria outlined below.
If mailing a local purchase return, follow online return instructions and review Section E: Non-Returnable Items.

2. Online Purchase Returns

Visit our customer portal (also linked in our website menu/footer) or log in to your account to begin.
Review Section E of this policy below entitled Non-Returnable Items.
Eligible items must be unused, unopened, and in original condition.
If items originally had tags, include them—even if detached.

3. Shipping Fees

Original shipping fees are non-refundable once an order has shipped, except where required by law. If an order qualifies for a refund, only the cost of the product(s) will be refunded unless otherwise stated.

4. Defective Items (Including Normally Non-Returnable Items)

Email info@alderandalouette.com with a description and photos.
Each case is reviewed individually.

5. Do Not Return Items to the Manufacturer

Manufacturers do not accept consumer returns when not purchased directly from them. Any such return will be denied and cannot be returned to you.

Return Shipping Costs

1. Original Shipping Cost

Non-refundable once paid to the carrier and item ships, except where required by law.

2. Customer Responsibility

Return shipping is at your expense.
Include tracking and full insurance.
Email us the tracking number once shipped so we can be on the lookout (info@alderandalouette.com).
For manufacturer defects, we will provide a prepaid return label.

3. Defective Items (Including Normally Non-Returnable Items)

Once approved, we will provide the return shipping label at our expense.
For returns not due to manufacturer defect or our error, customers are responsible for return shipping costs. We are not responsible for lost or damaged returns. Please insure your return for its full value.

4. Lost/Damaged Returns

Customers are responsible for ensuring returned items are securely packed, insured for their full value, and shipped with tracking.

If you arranged shipping and your return is lost or damaged, please file a claim with the carrier.
If we provided a return label for a verified defect and the item was properly packed (well cushioned, sealed, protected in a sturdy box), we will file the claim on your behalf.

Refunds

A. Return Received Status

We will notify you once we have received and inspected your return.

If your item is ineligible for return, you'll be responsible for return shipping costs, to be paid within 14 days, if you would like it sent back to you. Otherwise, it will be disposed of or donated after 14 days, and no refund will be issued.

B. Restocking Fee

Most eligible returns do not incur a restocking fee. However, a 0–3% restocking fee may apply to certain high-value, fragile, or exception returns if we approve a return outside our normal return eligibility guidelines. Any applicable fee will be deducted from the refund amount.

Some products sold by Alder & Alouette are made to order by independent manufacturers and may be subject to the manufacturer’s own return and restocking policies. For example, Holy Lamb Organics, Soaring Heart, and Crescent Moon Bedding create certain products on demand. If an eligible made-to-order item is returned for reasons other than manufacturer defect or our error, the manufacturer may charge a restocking fee of up to 20%. In these cases, the manufacturer’s restocking fee will be deducted from the refund.

No restocking fees are applied to returns due to manufacturer defect or an error on our part.

C. Missing or Delayed Refunds

Once approved, refunds are issued immediately on our end. Your bank or card provider may take 5–7 business days to post them.

If you haven’t received it after that time:

Contact your card issuer.
Still unresolved? Email info@alderandalouette.com – we’re happy to help.

D. Shipping Fees

Shipping fees are non-refundable once an order has shipped, except where required by law. If an order qualifies for a refund, only the cost of the product(s) will be refunded unless otherwise stated.

Loss, Theft, or Damage During Shipping

If your order was lost, stolen, or damaged during shipping, please refer to our Shipping Policy for information about carrier liability coverage and/or Route Package Protection.

Loss, theft, and shipping damage are insurance matters rather than standard returns or refunds. If you purchased Route Package Protection coverage at checkout, please refer to your Route coverage email for claim information.

Non-Returnable Items

Items that show signs of use, project completion, assembly, or alteration are not eligible for return unless defective. Due to hygiene, safety, manufacturer restrictions, or damage risk during transit, these items are not returnable:

Paper goods (mail returns generally not accepted; see below)
Books and periodicals
Liquids/pastes (paint, glue, oils, soap, shampoo, toothpaste)
Unsealed personal items (toothbrushes, face masks, solid soaps)
Select baby items (pacifiers, rattles, teethers; reusable diapers/covers)
Wind instruments and accessories (e.g. flutes, recorders)
Digital items (downloads, e-gift cards)
Fabric cut to order according to your selected yardage (custom lengths are non-returnable; pre-cut yard packages may be eligible if unopened and unused)
Bulk natural fill materials and grains, including but not limited to wheat berries, buckwheat, spelt, chickpeas, wool stuffing, wool bolus, and kapok
Bulk purchases (4+ units of same item or $150+ in like items; see below)
High-value items (over $150; see below)
Fragile items (see below)
Choroi, Mollenhauer, Auris items (final sale; see below)
Lyra, Filges, Mercurius, Stockmar (special order/high value; see below)
Clearance items (final sale)
Gift returns (store credit or exchange only to recipient)

Footwear

Shoes may be returned for refund or exchanged only if returned in brand new, unworn condition. Shoes showing any signs of wear or use are not eligible for return or exchange, as they cannot be resold.

If footwear is returned and does not pass inspection, the return or exchange will be denied. The item will not be automatically returned to the customer. If the customer would like the item sent back, return shipping must be purchased through us within 14 days. Items not reclaimed within this timeframe may be disposed of.

Wind Instruments

All sales final due to hygiene and manufacturer policy.

Paper and Fragile Products

Paper goods are generally not eligible for return by mail due to the high risk of damage during transit. If an item arrives damaged or defective, please contact us and we will review the situation individually. Examples of paper and fragile products may include:

Paper: Lesson books, composition books, exercise books, painting/drawing paper, folding paper, paper strips, looseleaf sheets, kite paper, Japanese silk paper, crepe paper, English cardboard, art work prints and posters, growth charts
Fragile: Artist chalk, blackboard chalk, glass jars, taper candles, glass items, Instruments such as lyre harps

Local customers may contact us to ask whether an in-person return is applicable.

Note: Certain fragile items (e.g. lyre harps) are final sale unless defective.

Bulk Purchases

Orders of 4+ units of the same item or $150+ in like items are not returnable unless defective. If approved at our discretion, a restocking fee up to 3% may apply.

Choroi, Mollenhauer, Auris, Aura

Final sale items. Limited-stock or special-ordered fragile instruments and accessories. Manufacturer defects may be eligible for exchange or refund.

Lyra, Filges, Mercurius, Stockmar

High-value ($150+), bulk, or special order items are final sale unless defective. Manufacturer defects may be eligible for exchange or refund.

High-Order Value ($150+)

Items purchased with a price of over $150 may be non-returnable. If accepted, a restocking fee up to 3% may apply.

Large Orders or Donations

For high-value or bulk orders (over $150), especially gifts or donations:

We assist with order accuracy before shipment.
Once packed or shipped, these orders are final sale.

Exchanges

Accepted for manufacturer defects or incorrectly sized items that meet eligibility conditions. Contact info@alderandalouette.com for assistance.

Footwear Exchanges

Footwear may be returned for refund or exchanged for a different size only if returned in brand new, unworn condition. All footwear returns and exchanges are inspected upon arrival.

Shoes showing any signs of wear or use are not eligible for return or exchange and will be handled in accordance with the Footwear section under Non-Returnable Items.

Order Cancellations due to Unauthorized Orders & Fraud Review

A. Fraud Analysis – Order Cancellations

Orders that do not pass fraud analysis are canceled
Once canceled, a refund will be issued immediately on our end if payment processed at checkout.
Refunds are processed immediately when we cancel an order, but banks and payment providers may take 1-7 business days to post the refund to your account.
Email notifications are sent if an email was provided (check spam/junk folders).
No email provided at checkout? We cannot notify you of the cancellation.
Fraud risk determinations are made automatically by payment processors and fraud detection systems
We cannot access or disclose specific fraud filter reasons.

If your order was legitimate:

please contact your payment provider to determine why the payment was flagged.

B. Incorrect, Incomplete or False Customer Information – Order Cancellations

Orders with incomplete, incorrect or false contact information may be canceled without notice. Double-check your details at checkout.

C. Reporting Unauthorized Charges

If you notice an unauthorized charge:

Email info@alderandalouette.com as soon as possible (required for records).
Follow up with a voicemail or text for faster communication.

Please note: PayPal and some banks may show temporary preauthorizations alongside final charges. These are not double charges. Contact your payment provider for clarification if needed.

Changed Your Mind? Order Cancellation Requests

A. How to Request

Email info@alderandalouette.com as soon as possible.
Voicemail/texts can expedite, but email is required for official documentation.

B. If Your Order Has Not Shipped

If we are able to cancel the order before it ships, we will cancel fulfillment and issue the refund right away on our end.
Funds typically return in 1–7 business days, depending on your bank.

C. If Your Order Has Shipped

Orders already in transit cannot be canceled.
Wait to receive the item, then initiate a return via our portal.
Original shipping fees are non-refundable once an order has shipped, except where required by law.
Return shipping is the responsibility of the customer unless return is for a manufacturer defect.

Shipping Delays

We strive to fulfill orders within our stated estimated processing timeframes. However, once an order has been handed to the carrier or shipping hub, delivery is the responsibility of that carrier. Delivery estimates shown at checkout or in shipping notifications are provided by USPS or UPS. They do not take into account our processing time or drop off/pick up schedule. USPS and UPS shipping estimates are not guaranteed by us.

Refunds, returns, or cancellations are not issued due to carrier delays, misrouting, incorrect addresses provided at checkout, or other delivery issues outside of our control. Lost, stolen, or damaged packages are handled through carrier liability coverage and timelines, or through Route Package Protection if Route was purchased by you at checkout.

For further details, please review our Shipping Policy.

Chargebacks

We take chargebacks seriously and document orders, packing, shipping, tracking, and customer communication. We reserve the right to contest chargebacks using this documentation when appropriate.

If you have an issue with your order, please contact us first in writing at info@alderandalouette.com so we have an opportunity to help resolve the issue.

Subscriptions

We do not offer subscription products, memberships, or recurring charges. All purchases from Alder & Alouette are one-time transactions unless clearly stated otherwise on a product listing or invoice.

Purchase Agreement Notice

By making a purchase on our website, you agree to this Returns, Refunds, and Order Cancellation Policy, as well as our Terms of Service, Privacy Policy, Shipping Policy, and Website Disclaimer.

Force Majeure

We are not liable for any failure to perform, delay, or inability to fulfill any obligations under this policy or related policies if caused by events beyond our reasonable control. These events include, but are not limited to, acts of God, natural disasters, extreme weather, pandemics, epidemics, public health emergencies, labor strikes, lockouts, acts of war or terrorism, governmental actions or orders, carrier disruptions, misrouting, operational failures, delivery delays, or other unforeseen circumstances. For full details, please review our Terms of Service.

Governing Law & Jurisdiction

This Returns, Refunds, and Order Cancellation Policy shall be governed by and construed in accordance with the laws of the State of Washington, without regard to its conflict of law provisions. Any disputes arising under or relating to this Policy shall be subject to the exclusive jurisdiction of the state and federal courts located in Mason County, Washington.

Questions?

If you have any questions about this policy, please email info@alderandalouette.com. We’re happy to help.