30 Days Refund/Replacement Policy
We offer a full refund or free replacement for the following situations within 30 days.
- The item is defective, damaged, broken, or not functioning as expected.
- The item received is different from the description or the product customization.
- The size received is incorrect.
- Items are missing or lost.
Our 30-day Refund & Replacement Policy does not cover the following reasons. The following issues are not eligible for refunds or replacements:
- Requests made after 30 days from the date of delivery.
- Incorrect size, product, address, or personalized information chosen by the customer.
- Damage caused by misuse, mishandling, or lack of maintenance.
- Items that have been washed, worn, soiled, or damaged through customer use.
- Personal reasons such as changes in taste, preference, or decision.
- Items bought during sales or promotional events.
Step 1: Reach out to Customer Service at info@lilachaven.com.
Step 2: Submit a refund or replacement request by including photos of the items you received, along with a photo of the front package and shipping label to ensure proper assistance.
Step 3: Receive your refund or replacement once your ticket has been processed.
Once your refund is approved, the funds will be returned to the original payment method used for your purchase. The time it takes for the refund to reflect in your account or statement is as follows:
- Credit Card: Within 10 business days.
- PayPal: Within 3 to 5 business days.
FAQ
Processing Time
Processing time is the amount of time it takes to process and package your order before it is shipped. Lilac Haven operates on a 3-5 business day processing time.
Shipping Time
Orders are shipped after the 3-5 business day processing via the method chosen by the customer at checkout.
Standard Shipping: Estimated Delivery 3-5 days after shipping. Read our full shipping policy here.
Returns and Exchanges
At Lilac Haven, we stand behind the quality of our items 100%. Returns are accepted within 30 days of delivery.
To begin a return, please contact us at info@lilachaven.com. We will send you instructions on how and where to send your package. Buyer is responsible for return shipping.
Please note that items sent back to us without first requesting a return will not be accepted. Please keep in mind that as Lilac Haven is a small operation, we are unable to refund any shipping costs. Items to be returned must be shipped back to us at the customer's own expense.
To be eligible for a return, your item must be unworn or unused, with tags, and in its original packaging, and it must be in the same condition that you received it. You will also require a receipt or proof of purchase. If items are not in their original condition, Lilac Haven reserves the right to refuse a refund or exchange.
We will process the return within 3-5 business days of receiving the items once they are shipped back to Lilac Haven and evaluated to be in original condition. You will receive notifications along the way to keep you updated.
The amount refunded will be the original total paid less the shipping cost paid at the time of order.
Personalized items are final sale. Returns and exchanges are not accepted due to the personalized nature of the item. Please double check your personalization information & size before submitting your order. **Feel free to contact us if you encounter any other issues with your order, and we will ensure they are resolved. Please read our 30 Days Refund/Replacement Policy below.
What happens if you entered the wrong address?
Please ensure that you provide a correct and valid delivery address. If you provide the incorrect address when submitting the order, you may be able to update it, but there is no guarantee. Please email us at info@lilachaven.com within 4 hours of submitting your order with the following details:
Subject line: "Address Change [Order Number]"
In the body of the email please include:
The new address
If you provide an address that is considered insufficient by the courier, the shipment will be returned. If you want to submit a new order with an updated address, you will be responsible for the new order's costs.
Washing Instructions ( *applicable to clothing items)
○ To keep your products in great condition, we recommend washing them inside out with similar colors.
○ Please use non-chlorine bleach only and tumble dry at a low setting.
○ Ironing is safe at a medium temperature, but please avoid ironing directly on the decoration.
○ Dry cleaning is not necessary.
Damages and Defects
If you receive a defective or damaged order, including damage to the products or errors in the quantity received, please contact our Quality Assurance Team at info@lilachaven.com within 14 days of receiving your order. Please include the following details in your email:
Subject Line: "Order Issues: [Order Number]"
In the body of the email, please include the following details:
• Order number
• Quantity of products affected
• Name of affected product(s)
• Description of the issue(s) (e.g. damage, defects, incorrect quantity)
• Attach photographs that clearly depict the issue(s)
• Any additional notes or information that may be relevant to the issue.
Please note that providing detailed information and photographic evidence of the issue(s) will aid in the prompt and efficient resolution of your concern.
All products that are to be inspected for possible damage and defects must be kept in their original, delivered state.
Lilac Haven is committed to addressing customer issues in a timely and satisfactory manner. We reserve the right to review order issue requests and make a determination on a case-by-case basis. In the event that a request is approved, and a new order is placed, Lilac Haven will cover the costs of the new order.
