Refund policy

Thank you for shopping with It’s Me Lisa G. We take great pride in our handmade products and want you to be happy with your purchase.

Made to Order & Digital Items

Please note that no refunds or returns are accepted for digital items or made-to-order products. All our products are made to order unless specifically listed in our "READY TO SHIP" section.

The only exception to this rule is if an item is lost or damaged in transit, which we will review on a case-by-case basis.

Wax Melts

We take great care to ensure all items—especially wax melts—are packed securely. However, we do not accept returns or refunds for wax melts that may snap during transit. As the product must be broken into pieces to be used, snapped wax does not affect the functionality of the item.

Sale Items & Gift Cards

No refunds or returns are accepted on any SALE items or gift cards.

Standard 30-Day Return Policy

For eligible "Ready to Ship" items, we have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

How to Start a Return

To start a return, please contact us at lisa@itsmelisag.co.uk.

  • Return Address: Please request the return address via email.

  • Shipping Labels: If your return is accepted, we will send you a return shipping label and instructions.

  • Costs: You are responsible for the cost of the return label, which must be paid in advance before the label is issued.

  • Unauthorized Returns: Items sent back to us without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Refunds

We will notify you once we’ve received and inspected your return and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days.

If more than 15 business days have passed since we approved your return, please contact us at lisa@itsmelisag.co.uk.