Shop Policies & FAQs

EU Right of Withdrawal

For customers located in the European Union, the 14-day right of withdrawal does not apply to products that are made to the consumer's specifications or are clearly personalized.

Many items sold by SumLilThings are made to order, produced after purchase, personalized, customized, printed, assembled, or otherwise created specifically for each order. As a result, these items are exempt from the EU right of withdrawal under Article 16(c) of Directive 2011/83/EU.

By placing an order, you acknowledge that production may begin shortly after purchase and that eligible made-to-order, personalized, or custom products cannot be canceled, returned, or refunded once production has started.

For non-custom items, any applicable consumer rights under local law remain unaffected.

Do you ship worldwide (incl. UK & EU)?

As of January 2025, we can ship worldwide. Shipping costs are weight-based and calculated at checkout. Use the shipping calculator to estimate your costs before completing your order.

For UK customers, there is an added VAT tax that is calculated based on order value and shipping cost combined that will be reflected during checkout.

For EU customers, there is an added VAT tax on all imports, and some countries may charge additional customs duties.

Customers are responsible for any customs fees, import duties, or taxes that may apply. SumLilThings LLC is not responsible for customs-related delays or any fees imposed by your country’s customs authorities.

What is Route Insurance?

Route Insurance is a third-party app that allows customers to purchase insurance, track packages, and file claims for any damage or lost orders. Customers can toggle to add Route Insurance to their order at the cart page or during checkout. Please note, Route Insurance cannot be added retrospectively.

If your package was damaged or lost and you have purchased Route Insurance with your order, you can file your claim here: https://claims.route.com/

We are NOT responsible for lost or damaged packages. If no route insurance has been purchased during checkout, your order will default to any postal service insurance that may be included with your tracking.

When do new releases happen?

We have at least 1 new release every month, however this may be subject to changes. Please follow us on Instagram (@SumLilThings) for the latest updates.

Do you restock your products?

Unfortunately due to limited storage space, we no longer restock any products once they sell out.

How do coupon codes & Usagi points work?

Only one discount code can be used per transaction. Multiple codes, including Usagi Points redemptions, cannot be combined.

Discount codes, shop credits, and promotional offers are valid only for full retail price items and cannot be applied to sale or discounted items unless otherwise specified. Discounts also cannot be stacked.

Please ensure your discount code is entered at checkout, as codes cannot be applied after an order is placed.

Usagi Points (reward points) can only be redeemed for anything on our website except for subscriptions, already discounted items, and gift cards.

Auto generated discount codes from reward system do not expire. Any other discount codes or shop credit expire within 1 year of issue date.

What is your processing time?

Our general processing time is 3-12 business days but can increase during sales or high volume order periods. Please refer to the announcement header at the top of our website for the most current processing times. Note that processing time DOES NOT include delivery time.

Can I combine or modify my order?

We are unable to combine orders as it is difficult for us to locate an order during our processing stages.

Any changes made after an order has been placed cannot be guaranteed. Please use the contact form or email us at help@sumlilthings.com for any modification requests on: shipping address, shipping name, email, phone number, or etc. We are NOT responsible for any undeliverable packages due to wrong address.

Can I cancel, return, or exchange my order?

All sales are final. Due to the nature of our products, cancellations, returns, and exchanges are not accepted. In the rare case that a refund is issued, it will be subject to a non-refundable processing fee, typically ranging from 5–10% depending on the original payment method. Please note that these processing fees are set by the payment processor and are not recoverable upon cancellation or refund.

Why is there additional postal fee?

We strive to provide accurate shipping rates at checkout, but please note that occasionally Shopify may undercalculate the size or weight of an order, especially for larger or bulkier items.

If this happens, we will notify you via email once your order has been processed and inform you of any additional postage required to ship your package. Your order will not be shipped until the outstanding postage balance is paid.

We appreciate your understanding, as this helps us ensure that your order arrives safely and efficiently. If you have any questions or concerns, please don’t hesitate to contact us.

How do I track my order?

For domestic orders (USA), tracking is automatically emailed to the email address used during checkout once your order has shipped or you can track it within your account.

For international orders, USPS tracking only allows visibility into when the item arrives at the destination country. For final mile tracking, you can track via the GlobalPost website: https://www.goglobalpost.com/track.

My order is missing items or contains damaged items

Sorry about that! Please note that since we are a hand-made shop, there may be slight imperfections or variation from item to item. If your item is defective or missing, please let us know within 5 days of receiving your order (this is based on the delivery date on tracking) by following the steps:

1. Take a photo of the item(s) clearly showing the issue

2. Send the photo to help@sumlilthings.com along with your order number

3. Write a brief description of the issue

Please note that we are NOT responsible for any damages that may occur during transit. In the case that we process a refund (not guaranteed), shipping costs are non-refundable and will not be included. Any freebies given in the shop are not eligible to replacement for damages that occurred during transit.

How do you ship my order?

All orders are shipped in either envelope, bubble mailers or boxes. We currently offer multiple methods of shipping. If you have any special requests regarding the packing of your order or shipment method, please send us an email before placing an order.

What shipping carriers do you use?

We primarily use USPS but also offer GlobalPost, DHL and UPS to international customers. You’ll be asked to select a shipping method during checkout.

How do I track my order?

Once your order has been shipped, you will receive an email with a tracking number. You can use this tracking number to monitor your order’s progress through the shipping carrier’s website. Please note that tracking updates may take some time to appear, especially for international shipments.

If you do not receive a tracking email, please check your spam or promotions folder. If you still cannot find it, feel free to contact us with your order number, and we’ll be happy to assist you.

For orders with Route Package Protection, you can also track your package through the Route app for real-time updates.

For international orders, please use https://www.goglobalpost.com/track/ to track if your tracking number begins with GP as it will provide the most detailed tracking information including last mile delivery courier.

How long will it take to get my order?

Domestic Orders (United States)

Flat Rate Shipping: 3-10 business days, untracked
USPS First Class Package: 5-10 business days, includes tracking
USPS Priority Mail: 3-5 business days, includes tracking and insured up to $100

International Orders
USPS First Class Package via GlobalPost: 1-4 weeks, includes tracking and delivery confirmation in most countries. *Recommended*
DHL Express: estimated 1 week, includes tracking delivery confirmation, and insurance.

What are shipping customs?

All goods shipped internationally must pass through customs before they are allowed to enter or exit a country. We are not responsible for any customs, taxes, and import duties that may be issued by your country.

International customers can occasionally experience long delays and hold ups at customs. We are not responsible for any packages that are held up or returned due to customs. If the package is returned to us due to inability to deliver to address specified by the customer, then the customer will be responsible for any reshipment costs.

Why is the postage fee less than what I paid for shipping?

Our shipping costs not only includes the postage fee but also includes the cost of packaging materials (i.e. envelopes, backing cards, cello bags, etc), handling fees (I.e. USPS pickup fees, fuel for transportation, processing fees), and shipping/logistics software fees.

Please keep in mind, postage fee is only a fraction of our shipping & handling cost. By purchasing from our shop, you agree you understand these costs are associated with your purchase.

My order was returned to you

In cases where your package is returned to us for any reason, such as wrong address or unclaimed mail, we will require a re-payment of the shipping fees if you want your order to be reshipped. Due to the nature of our products, refunds are given in the form of shop credit. If shop credit is warranted, we will require a 15% restocking fee to be deducted from your order amount. Shipping fees are non-refundable.

My order is lost or damaged

We are NOT responsible for lost or damaged packages. Once your item has been marked shipped, we no longer have control of it. Customers can purchase insurance via Route during checkout if you are worried about your package getting lost or damaged (we highly recommend this option during the holiday season). We keep photographic records of all processed orders for quality assurance.

If your order has not been marked delivered, and it has been over 4 weeks (domestic) or 10 weeks (international) from your shipment confirmed date, please contact us at help@sumlilthings.com.

My order was marked "delivered" but I haven't received it

USPS will occasionally mark a package as delivered 1-2 days before the package arrives. Please wait 1-2 days before reaching out to us. If the package still hasn't arrived, please check with your neighbors or leasing office (if you live in an apartment complex) to see if the package was picked up by them.

You can also check with your local post office or USPS, to see if the package has been retained and whether it can be recovered and re-delivered/picked up. USPS can be contacted at 1-877-275-8777 or using the below link

USPS Missing Mail Search Request: https://www.usps.com/help/missing-mail.htm

We are NOT responsible for missing packages. If delivery has been confirmed via the tracking number, we are unable to provide further assistance, as postal companies have the final say on package deliveries; therefore, no further action can be pursued.

Policy for Missing Promotional Items

If a promotional item (such as a tiered gift, seasonal gift, or other offers) was mistakenly left out of your order, please notify us within 5 days of receiving your package. Upon verification that your order qualified for the promotion, we will either:

Provide the item with a future order
Provide a substitute item of equal value (if out of stock) with a future order.

Please note that we are unable to resend forgotten promotional items on their own, as this would incur additional shipping costs.

Claims made after the 5-day period or for orders that did not meet the promotional criteria will not be honored.

Can I resell your artwork?

All artwork, illustrations, graphics, characters, logos, and designs are copyrighted works of SumLilThings by HelloKalon Inc. All designs and items are for personal use only and any unlawful redistribution, reproduction, alteration, or transmission of any illustrations, artwork, graphic, characters, logos, and/or design on this website in any form or by any means, is strictly prohibited and punishable by USA, Canada and international copyright laws.

We do not give permission to any reselling of our items.

Do you wholesale your products?

Yes. You can find us on Faire or you can contact us at hello@sumlilthings.com

Promotional Item Policy

SumLilThings reserves the right to revoke, cancel, or modify any promotional items, including but not limited to tiered gifts, seasonal gifts, gift cards, shop credits, and other promotional offers, at our sole discretion. This applies to situations including but not limited to:

Incorrect application of promotional terms.
Misuse of promotional offers.
Cancellations, returns, or exchanges that no longer meet the original criteria for the promotion.

Promotional items are contingent upon the original purchase meeting specific terms and conditions, and failure to adhere to these conditions may result in the forfeiture of any associated promotional offers. Please note promotional gift cards must be redeemed within one year of issue date.

Rights to refuse service

SumLilThings reserves the right to refuse service, cancel orders, or revoke shopping privileges on www.sumlilthings.com at our sole discretion and without further notice. This includes, but is not limited to, situations involving:

Violation of any part of our store policies or terms of service.
Abusive, fraudulent, or inappropriate behavior.
Reselling or unauthorized distribution of our products.
Activities that disrupt or harm our business, staff, or other customers.

If an order is found to be in violation of our store policies, we reserve the right to cancel the order and prohibit future purchases from the individual involved.

We are committed to providing a positive and respectful shopping experience for all customers, and we will take appropriate actions if this environment is compromised.

Governing Law and Jurisdiction

All purchases made through this website are governed by and construed in accordance with the laws of the State of California, without regard to its conflict of law principles. By placing an order, you agree that any disputes or claims arising out of or related to your use of this site or your purchase of products shall be subject to the exclusive jurisdiction of the state and/or federal courts located in Santa Clara County, California. You agree to submit to the personal jurisdiction of such courts for the purpose of litigating any such disputes.

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