FAQ & Shipping & Returns

You can modify or cancel your order within 2 hours of placing it by emailing lisa@lisazhouart.com.au with your order number. After that window, orders enter packing and can no longer be modified. If your order has already shipped, please refer to our returns policy instead.

Physical orders are packed and dispatched within 1-3 business days of payment. During sale periods or new collection launches, please allow up to 5–7 business days. You'll receive a shipping confirmation email once your order leaves the studio.

Yes. You can leave a gift message in the order notes at checkout, and it will be included with your order. No pricing information is included in the package.

Check your spam or promotions folder first — confirmation emails sometimes land there. If you still can't find it, email us with the name and email address used at checkout and we'll resend it.

Unfortunately we're unable to add items to a placed order. You're welcome to place a new order — and if both orders haven't shipped yet, contact us and we'll try to combine them into one shipment to save on postage.

Australia Free shipping: Est. 3-7 business days Untracked Letter: Est. 3-10 business days Australia Post Standard / Regular Parcel: Est. 3-7 business days Australia Post Express / Express Parcel: Est. 1-3 business days United States and Canada Free shipping: Est. 7-15 business days Untracked Small Letter: Est. 15-45 business days International Standard / Regular Parcel: Est. 7-15 business days International Express / Express Parcel: Est. 5-15 business days UK & Europe Free shipping: Est. 5-15 business days Untracked Letter: Est. 15-45 business days International Standard / Regular Parcel: Est. 5-15 business days International Express / Express Parcel: Est. 3-10 business days Asia Pacific Free shipping: Est. 4-15 business days Untracked Letter: Est. 15-25 business days International Standard / Regular Parcel: Est. 4-15 business days International Express / Express Parcel: Est. 3-10 business days New Zealand Free shipping: Est. 4-8 business days Untracked Letter: Est. 15-25 business days International Standard / Regular Parcel: Est. 4-8 business days International Express / Express Parcel: Est. 2-5 business days Rest of World Free shipping: Est. 10-25 business days Untracked Letter: Est. 20-45 business days International Standard / Regular Parcel: Est. 10-25 business days International Express / Express Parcel: Est. 5-15 business days Delivery times are estimates only and may vary depending on location, customs processing, weather conditions, and postal disruptions.

Yes! We ship to most countries worldwide. International customers may be responsible for any customs duties or import taxes levied by their country — these are outside our control and not included in the shipping cost.

Once your order ships you'll receive a tracking number via email. You can track your parcel directly on the Australia Post website or within your account dashboard under Order History.

If your order is past its estimated delivery window, first check the tracking link in your shipping confirmation. If tracking shows delivery but you haven't received it, check with neighbours or your local post office. If the parcel appears lost or stuck in transit for more than 5 business days beyond the estimated date, please contact us and we'll lodge an inquiry with Australia Post on your behalf. Delivery times vary depending on your location and the shipping method selected. Please check the estimated timeframe provided at checkout first. Untracked letter Untracked orders do not include tracking updates and may take longer to arrive. Delays can occasionally occur, especially during busy periods or due to postal disruptions. Please allow additional time before contacting us.

If your order has not been shipped yet, please contact us as soon as possible with your correct address and we will update it. Once an order has been shipped, we are unable to make changes to the address.

All sales are final. You can modify or cancel you order within 2 hours of placing it, after that we do not accept cancellations, and we do not offer returns or exchanges for change of mind. Digital products are non-refundable once downloaded. If your item arrives damaged, incorrect, or does not arrive within a reasonable timeframe, please email me at lisa@lisahzhouart.com.au and we will arrange a replacement or refund where appropriate.

Please email lisa@lisahzhouart.com.au within 7 days of receiving your order, including: • your order number • a photo of the damaged or incorrect item • a brief description of the issue A replacement or refund will be arranged.

We do not offer exchanges. If you would like a different item, a new order will need to be placed.

After purchase, you'll receive a download link via email within a few minutes. You can also access your downloads any time from your account dashboard under Order History.

All digital products are licensed for personal use only. Strictly Prohibited Actions: ❌ Use for any commercial purpose (resale, business branding, marketing, social media templates for sale, etc.) ❌ Upload, re-distribute, or re-sell the files on any platform ❌ Use in AI training datasets or any machine learning / generative model purposes ❌ Modify, recolor, trace, or create derivative works and then claim as your own ❌ Print, share, forward, or transfer the files to others (paid or free) ❌ Include in freebie packs, design bundles, or template collections ❌ Use in print-on-demand (POD) or merchandise production for sale