FAQ & Shipping & Returns

You can modify or cancel your order within 2 hours of placing it by emailing lisazhouart@gmail.com 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 2–4 business days of payment. During sale periods or new collection launches, please allow up to 5–6 business days. You'll receive a shipping confirmation email with tracking once your order leaves the studio.

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 (standard): $4.95, 3–7 business days Australia (express): $8.95, 1–3 business days Australia (free): Free on orders $60+, 3–7 business days New Zealand: $12.00, 6–12 business days USA & Canada: $18.00, 10–18 business days UK & Europe: $20.00, 12–20 business days Rest of World: $22.00, 14–28 business days All orders are shipped via Australia Post. International delivery times are estimates and may vary due to customs delays.

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.

We accept returns on physical items within 30 days of delivery, provided the item is unused and in its original packaging. Digital products are non-refundable once downloaded. To initiate a return, email lisazhouart@gmail.com with your order number and reason. Return postage is at the customer's cost unless the item is faulty or incorrect.

We're so sorry to hear that. Please email lisazhouart@gmail.com within 7 days of receiving your order, including: your order number, a photo of the damaged or incorrect item, and a brief description of the issue. We'll arrange a replacement or full refund at no additional cost to you.

We don't process direct exchanges. The easiest way is to return your original item for a refund (once received) and place a new order for the item you'd like instead.

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. Downloads are available for 30 days from the date of purchase and limited to 5 downloads per file. If you need the link refreshed, just email us.

Most digital packs include: PNG (transparent background, ideal for stickers & overlays), SVG (scalable vector, perfect for Cricut & design tools), PDF (print-ready for art prints & wallpapers), ICNS / ICO (icon packs for macOS & Windows). Specific formats vary by product — check the product description for the full list.

All digital products are licensed for personal use only. This includes personal projects, wallpapers, digital journals, and personal gifts. Commercial use (reselling, using in products for sale, brand use) requires a separate commercial licence. Please get in touch to discuss options.

We accept all major credit and debit cards (Visa, Mastercard, Amex), PayPal, Apple Pay, Google Pay, and Afterpay for orders over $35 AUD. All transactions are processed securely and your card details are never stored on our servers.

Yes — Afterpay is available at checkout on orders of $35 AUD and above. Split your purchase into 4 fortnightly payments, always interest-free.

Members get early access to sales and exclusive discount codes. Create a free account or sign up to the newsletter to be the first to know. Only one promo code can be applied per order. Codes cannot be used in conjunction with other offers.