Returns & Exchanges

  • The general policy applies to all products except special materials(i.e. pearls and natural stones) and clearance items.
     • The crystals and the gemstones contain natural marks. We cherish      these marks. This is not a defect but a natural phenomenon which makes our jewellery items unique from one another.
      • Crystals that we use are naturally formed, therefore, minor size, color,         pattern variation and are not defects but a natural phenomenon.
      • Each piece is individually handcrafted so size and color may slightly vary from the featured images.
  • If your order has a problem, contact us by mail or through the contact page. DO NOT ship back products without authorization through the return process. We can resolve all issues with you quickly and with personal attention.
    • Received defective product?
    • Received the wrong product?
    • Received a product not as described?
    Solution: We replace it! 
    If you receive your product from us with above issues, please hold the product and all packaging. With your cooperation and photo of your package and item(s) we will investigate, offer a solution and ship out any replacements needed.
  • Customer is responsible for associated shipping costs unless products are defective, wrong.
    Our refund policy is only applicable to successful returns. When completing the physical or online Return / Exchang e Form, you may choose to be refunded via your original payment method.

  • Once we have processed your refund, you will receive a confirmation email from us. If you have opted for a refund via the original payment method, please allow up to 7 business days for your account to be credited. If you do not receive your refund after 7 days, please contact your payment processor directly for further information.
  • Please note that color difference might occur by viewing from different screen. We have made every effort to display as accurately as possible the colors and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any color will be accurate.
  • If you have any questions, do not hesitate to contact us before making any purchase. Please reach us through customerservice@lilacluxe.com or simply message us on Instagram. We are happy to help. 
  • If you purchase our product through physical shops, workshops, or events, we only accept exchange when there is a major defect.
  • If you purchase our product from our stockists, please contact them directly for exchange and return.

Standard return policy

  • We accept returns within 7 days of delivery for only exchange of goods or store credit. Send us an email at customerservice@lilacluxe.com or message us through our Instagram account to start the return process. 
  • The customer is responsible for return shipping costs.
  • Returned items must be returned in the original packaging with receipt and unworn. We do not accept items that are damaged or incomplete.

No return items
  • We do not accept return or exchange the custom made items, including size, design, and materials.