Shipping & Tracking


Slow Shipping Due to COVID-19

Many couriers are reporting delays due to global shipping disruptions.

Orders are being processed as usual as of October 1st. 

US-based customers are reporting that most packages arrive within 2-4 weeks, with some exceptions. Other countries vary.

Many national postal services (USPS, Canada Post) are overwhelmed and are experiencing backlogs.

We are working with our fulfillment team to identify and fix issues as they emerge.

Please remain patient as your package completes its journey.

-- Team Lilac

 

Order tracking.

Want an update on your order? Visit our order tracking page.

 

August 1 update:

Some customers will experience limited tracking due to COVID-19.

In some cases, updates may be unavailable in your location because of outages. 

We expect this situation to continue for the next few weeks.

  

Returns policy.

To be eligible for a return, your item must be unused and in the same condition that you received it, along with the original packaging.

Our returns policy lasts 30 days. If 30 days have gone by since the delivery date listed on your order's tracking ID, we unfortunately can’t offer you a refund or exchange.

Please contact our customer service team at support@shoplilac.com when you ship your package back so we can notify our fulfillment team to expect the delivery.

Refunds (if applicable).

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed and a credit will be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable).

It may take some time before your refund is officially posted due to the processing time required by most credit card issuers.

If it has been more than a week and you still have not received a refund, please contact us at support@shoplilac.com.


Exchanges (if applicable).

We only replace items if they arrive defective or damaged and are in unused condition.

If you need to exchange your product for the same item, send us an email at support@shoplilac.com and we will address your issue on a case-by-case basis.


Return shipping.

You will be responsible for paying for your own shipping costs to return your item(s).

Note: shipping fees are non-refundable. If you receive a refund, the original cost of shipping will be deducted from your refund.

Depending on where you live, the time it takes for your exchanged product to reach you may vary.

If you are returning an item over $25 in value, we recommend using a trackable shipping service or purchasing shipping insurance as we can’t guarantee that we will receive your returned item.