Lily reads every message herself. Expect a reply within one working day, usually sooner.
If you already have an order, replying to your confirmation email is quickest — it arrives with your order number and photos attached, so there’s nothing to look up.
Where we are
Watercolor by Lily
Charlotte, North Carolina
United States
The studio isn’t set up for visitors, so there’s no shop to call in at — but everything happens by email and it works well.
What to include
You’ll get a useful answer faster with:
- Your order number, if you have one (it looks like
WBL-1042) - The email address you ordered with
- A photo, if something has arrived damaged or doesn’t look right
Returns and refunds
These have their own page — watercolorbylily.com/returns — and it handles most of them on the spot, refund included. No need to write first.
Common questions
Turnaround times, photo advice, sizes and the returns policy are all covered on the FAQ and Delivery & Returns pages. If the answer isn’t there, write in — the gaps are worth knowing about.
Press and wholesale
For stockist enquiries, commissions beyond pet portraits, or anything editorial, email the same address with Trade in the subject line.