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Frequently asked questions
Orders and payment
Place an order
Simply choose your favorite jewelry, add it to your cart, and then follow the order steps.
Before payment, you will be able to indicate your wedding date as well as a personalized note for any clarification, personalization or special request.
Once you have entered your address, the available manufacturing and delivery options will automatically appear: you can then choose those that best suit your event date.
If you are unsure which option to choose, please do not hesitate to contact us via the website chat, specifying your wedding date and destination country — we will gladly advise you on the most suitable solution to avoid any delivery surprises.
After payment, you will receive two confirmation emails:
- The first is to thank you and summarize your order (with your order number),
- the second one containing your invoice as an attachment.
Remember to check your junk mail folder, in case our messages end up there.
Yes, of course! You can order several pieces of jewelry and accessories to try out different options and choose the ones that suit you best.
The only exception: for hygiene reasons, earrings cannot be returned.
For other items, you can request a return within 14 days of receiving your order. Once your request is approved by our customer service department, you will have 14 calendar days to return the items, following the instructions that will be sent to you by email.
We remain at your disposal for any questions before or after your order, in order to help you make the best possible choice.
Yes, absolutely. When placing your order, you can indicate your wedding date and any personalized notes in the “Comments” section, just before the payment step.
If you have forgotten to add this information when placing your order, please do not hesitate to contact us at team@atelierlilac.com: we will gladly update your order manually.
Yes! Atelier Lilac gift cards are available directly on our website, in the Gift Cards section .
They are sent by email or post and are valid across our entire collection.
This is the ideal option if you want to delight a bride-to-be while giving her the freedom to choose the pieces that best suit her. She can treat herself to a piece of jewelry or an accessory for the big day, or even a bridal box with essential items for the wedding.
We do not offer a welcome code. However, for any order over €200, we offer an automatic delivery upgrade, so your creation arrives faster and more securely.
Secure payment
We accept credit cards, PayPal, bank transfers, and Apple Pay. All payments are 100% secure.
We do not yet offer payment in installments, but we are working on it.
Don't worry, this happens sometimes! Here are a few simple checks to perform:
- Check that pop-up windows are not blocked on your browser: the bank validation page (3D Secure) often opens in a new window, and if it is blocked, the payment cannot be completed.
- Refresh the page or try again from another browser (Chrome, Safari, Firefox…) or another device.
- Make sure your bank card is activated for online payments and that your spending limit has not been reached.
- You can also try another payment method offered on our site (card, PayPal, Apple Pay…).
If the problem persists, contact us at team@atelierlilac.com or via the site chat: we will help you finalize your order quickly and securely.
Customizations
Customizations
Each Atelier Lilac piece of jewelry is handcrafted in our workshop in France, allowing us to personalize each creation to truly reflect your style. You can customize many details to your liking:
- the length of the jewelry (necklace, bracelet, back jewelry...),
- the size and shape of the beads,
- The finish: 925 silver, gold filled, fine gold plated, silver-plated, or 14 to 24 carat gold plated.
- the type of fastener or clasp,
- the ability to add or remove beads, pendants or decorative elements,
- or even to harmonize several pieces of jewelry to create a custom-made set.
For any specific requests or if you would like personalized assistance, please write to us at team@atelierlilac.com . We would be delighted to discuss your ideas, discover your world, and design the perfect piece of jewelry to complement your outfit and style.
It depends on the type of jewelry:
- For classic bracelets and necklaces, simply tell us the exact length you want when you place your order, and specify if you want an extension chain to be able to adjust the size slightly.
- For back necklaces, customization can be a bit more technical, as it depends on the style and back of your dress. In this case, we invite you to consult our guide dedicated to back necklace lengths or contact us directly: we will help you choose the most flattering length for your figure.
→ To learn more, check out our article: How to personalize your back necklace.
Yes, we regularly create custom pieces for our brides. You can share your ideas, inspirations, or photos of your dress with us, and together we'll design the perfect piece of jewelry. Send us an email at team@atelierlilac.com; we'd be delighted to help you.
We work with noble and durable materials, carefully selected for their brilliance and quality: 925 silver, gold filled, 14k or 18k gold, brass or copper plated with 24, 18 or 14 carats of gold, freshwater pearls, crystals, natural stones, Swarovski elements and mother-of-pearl beads.
Each piece of jewelry is unique, both in its design and the materials used. We strive to provide as much detail as possible in our product descriptions. If any information is missing online, please don't hesitate to contact us: we'd be happy to tell you more about the composition of your piece.
Yes, with great pleasure! You can send us a photo of your dress, your hairstyle ideas, inspirations or any other details to team@atelierlilac.com.
These elements help us understand your world and your desires.
We will then ask you a few additional questions, because of course we like to get to know you a little before creating or proposing something to you.
This allows us to come back to you with a selection of jewelry and accessories that fully reflects your style, your personality, and the atmosphere of your wedding.
Yes, it's actually one of our specialties.
We offer fully personalized support via email, chat or Instagram to help you choose your wedding jewelry and accessories.
Simply contact us and share any information or photos you deem useful (your dress, your hairstyle, the atmosphere of the wedding…).
We will then get back to you with a few questions to get to know you better and understand your desires.
This allows us to offer you an initial selection of pieces that reflect your personality, in perfect harmony with your style and personality.
Manufacturing and lead times
Manufacturing lead times
Yes, of course! We offer a special “express production + express delivery” option, perfect for upcoming weddings or last-minute orders.
This option includes:
- Priority manufacturing within 48 hours.
- then a fast delivery in 1 to 3 working days, depending on the destination country and the chosen carrier (Chronopost, UPS, Colissimo Express, etc.).
The “Express Manufacturing” option appears automatically after the address step, just before payment, when you choose your delivery method.
If your wedding is approaching, we invite you to contact us before placing your order at team@atelierlilac.com.
We will check the availability of materials for manufacturing and together estimate the safest timeframes to ensure your jewelry arrives on time.
When placing your order, please remember to indicate your wedding date in the “Comments” section: this will allow us to prioritize your shipment and provide you with the best possible support.
Each piece of jewelry is handcrafted in our workshop after your order is confirmed. We are currently three artisans carefully creating your pieces, which may affect production times depending on the season and the complexity of the design.
- Standard manufacturing time: between 4 and 13 business days
- Express production: within 48 hours (depending on workshop availability)
These lead times relate to manufacturing only and do not include delivery.
We offer this option for brides-to-be who would like priority processing for their order. Subject to material availability, we guarantee to create your jewelry within 48 hours.
Once the manufacturing is complete, your jewelry is immediately shipped and follows its route according to the chosen delivery method (Colissimo, Ups, or standard).
If you are unsure which manufacturing or delivery option to choose, please do not hesitate to contact us, specifying your wedding date as well as the country and city of delivery. We will be happy to advise you on the most suitable solution to ensure you receive your jewelry on time and with complete peace of mind.
No worries, we're used to upcoming weddings!
If your wedding is fast approaching, contact us as soon as possible at team@atelierlilac.com or via the website chat, letting us know:
- your wedding date,
- the desired piece(s) of jewelry,
- and the country of delivery.
We will immediately check the availability of materials and offer you the best solution to receive your jewelry on time:
Express manufacturing within 48 hours combined with Chronopost or DHL delivery, depending on your location.
Our team does everything possible to ensure that every bride receives her creation on time, even under the tightest deadlines.
Delivery times
Yes, of course! We ship our creations all over the world, so that every bride can wear an Atelier Lilac jewel, wherever she is.
We offer several delivery options, tailored to your needs and location, from standard delivery to international express delivery for the closest weddings.
When you place your order, you will automatically see the available delivery methods for your country. And if you have any doubt about the choice of carrier or delivery times, do not hesitate to contact us: we will help you choose the safest and fastest solution to receive your jewelry on time.
Delivery times vary depending on the destination country and the delivery method chosen when placing your order.
Here is an average estimate of the observed delays for each region:
Metropolitan France
- Tracked Green Letter (La Poste): 4 to 8 business days
- Colissimo home delivery: 2 to 3 business days
- Shop2Shop / Pickup Point: 3 to 5 business days
European Union
- International tracked letter (La Poste): 5 to 10 business days
- Colissimo International: 4 to 8 business days
- Shop2Shop Europe: 4 to 7 business days
- UPS Express Saver Europe: 2 to 3 business days
Outside the European Union & International
- International tracked letter (La Poste): 7 to 15 business days
- UPS Express Worldwide: 2 to 5 business days depending on the country
Tip : If your wedding is approaching or you have a specific date, please let us know your country and the date of the event at team@atelierlilac.com.
We will advise you on the safest and fastest solution to receive your jewelry on time.
As soon as your order leaves our workshop, you will receive a shipping confirmation email.
This message contains your tracking number, which allows you to track the delivery of your package in real time.
Depending on the carrier chosen, you can check the progress directly on their official website:
- Tracked letter / Colissimo (La Poste): www.laposte.fr/outils/suivre-vos-envois
- Shop2Shop / Chrono Relais collection point: www.chronopost.fr
- Mondial Relay: www.mondialrelay.fr
- UPS: www.ups.com/track
Remember to check your spam folder, in case the tracking email ended up there. And if you can't find your tracking link, don't hesitate to contact us at team@atelierlilac.com , we'll be happy to send it to you.
Yes of course !
You can absolutely have your order delivered to the address of your choice, whether it's that of your wedding planner, your hairdresser, a relative or even your place of stay.
And if you wish to change the delivery address after placing your order, please do not hesitate to contact us as soon as possible at team@atelierlilac.com. We will update the information manually so that your jewelry arrives safely, at the right place and at the right time.
Returns, exchanges and repairs
Returns and exchanges
At Atelier Lilac, we make every effort to guarantee your complete satisfaction. If a piece of jewelry or accessory does not suit you, you have the option to return or exchange it within 14 calendar days of receiving your order, in accordance with applicable legislation.
Exception :
- For hygiene reasons, earrings cannot be returned or exchanged.
- Personalized jewelry and custom creations (e.g., choice of colors, personalized sketches) cannot be returned or refunded.
We are truly sorry. Each piece of jewelry is handcrafted and checked in our workshop, but sometimes an incident can occur during transport.
Contact us as soon as possible at team@atelierlilac.com or via the website chat, attaching a photo of the piece of jewelry in question. We will quickly offer you a suitable solution—exchange, repair, or replacement—so that you receive your creation in perfect condition without delay.
To request a return, exchange, or modification, please follow these steps:
- Log in to your customer account.
- Select the relevant order.
- Click on "Request a return" in the dedicated section.
We recommend choosing a tracked and secure shipping method. In the event of loss or damage to the returned package, no refund will be issued.
If you do not have a customer account, for any return, exchange or refund request, simply write to us at team@atelierlilac.com specifying your order number and the reason for the return.
Our team will respond promptly and provide you with all the necessary instructions to arrange the return of your jewelry. We remain available to assist you throughout the entire process and find the best solution for your situation.
No, unfortunately, personalized jewelry cannot be exchanged or refunded.
Each Atelier Lilac creation is made to order, especially for you, according to your choices of length, finishes, pearls, or fastenings. Once completed, this piece becomes unique and custom-made, which means we cannot resell it or recreate it for another bride.
However, if you wish to adjust or modify a personalized piece of jewelry, we would be happy to discuss it with you in order to find the most suitable solution.
Simply send us a message to team@atelierlilac.com explaining the desired modification.
Please provide your order number and describe the adjustments you would like made (length, beads, finishes, fastening, etc.). Our team will get back to you promptly to confirm feasibility, the estimated timeframe, and, if necessary, a quote for the modification.
Each request is carefully considered to ensure that your jewelry remains perfectly in harmony with you.
For hygiene and safety reasons, earrings cannot be returned or exchanged.
Indeed, even when tried briefly, they are considered intimate items that come into direct contact with the skin.
This measure guarantees that all our customers receive perfectly new, unworn jewelry that meets hygiene standards.
Thank you for your understanding and we remain at your disposal to help you choose the most suitable model before you place your order.
Yes, of course. You can cancel your order within 24 hours of confirmation.
Each piece of jewelry is made to order, so we begin production very quickly upon receipt of your payment. Beyond this timeframe, production may have already started and cancellation may no longer be possible.
If you change your mind or have any doubts, please contact us as soon as possible at team@atelierlilac.com, quoting your order number. We will do our best to find the most suitable solution for your situation.
Warranty and repairs
Yes, of course. At Atelier Lilac, we put our heart and soul into creating durable, high-quality pieces.
If one of your pieces of jewelry has a defect or is damaged through no accident or misuse, please write to us at team@atelierlilac.com. We will be happy to review your request and find a suitable solution, whether it be a repair, a partial replacement, or specific maintenance.
If you notice a manufacturing defect on your jewelry, contact us as soon as possible at team@atelierlilac.com.
If possible, please attach a photo of the item in question along with your order number; this will help us quickly identify the problem.
Our team will get back to you as soon as possible to find a solution, whether it be a repair, a replacement or an adjustment depending on the situation.
We pride ourselves on ensuring that every creation is perfect and that every bride is fully satisfied.
Yes, absolutely. We can carry out repairs on your Atelier Lilac jewelry and accessories, depending on the nature of the damage and the complexity of the work to be done.
Since each case is unique, our team will assess the feasibility of the repair and the time required to complete it. In some cases, fees may apply, particularly if the damage results from misuse or an accident.
Simply write to us at team@atelierlilac.com attaching a photo of the jewelry in question and your order number: we will get back to you quickly with a suitable and transparent proposal.
Packaging and experience
Presentation & gift sets
Each Atelier Lilac piece of jewelry is carefully and delicately packaged in a case designed to protect it while offering a beautiful presentation.
Depending on the nature of the jewelry, whether it is earrings, a bracelet, a necklace or a larger piece such as a comb, spike or crown, we use suitable packaging to ensure its stability and safety during transport.
Depending on the model, you will be able to receive your creation in:
- a rigid box (of varying sizes and thicknesses),
- a small cotton or linen pouch,
- or even a delicate organza bag.
And if your jewelry is intended as a gift, whether for a bride-to-be or your bridesmaids, please let us know when placing your order. We will prepare your package with elegant gift presentation, so that opening it will be as beautiful and moving as the piece itself.
Yes, with great pleasure.
You can add a personalized message to your order, whether it's a thoughtful gesture for a bride-to-be, a gift for your bridesmaids, or simply a sweet message to slip into the box.
Simply write your message in the “Comment” section before the payment step. We will transcribe it by hand, with the utmost care, so that your package reflects all the tenderness and delicacy of your intention.
Yes, absolutely.
We offer beautiful gift sets designed for brides-to-be and their loved ones.
You can offer:
- our Bridal Boxes , which carefully bring together all the essentials for the big day (accessories, small practical and refined items, personalized touches);
- or our gift vouchers, perfect for giving the freedom to choose from our handmade jewelry and accessories.
Each box is prepared with care, to make your gift a precious and emotional keepsake.
For our flexible packaging, we use natural materials such as cotton and linen, selected for their softness, durability and low environmental impact.
Our rigid boxes, meanwhile, are manufactured by our partner Westpack, which is FSC® (Forest Stewardship Council) certified. This guarantees that the paper and cardboard come from responsibly managed forests.
Sharing & collaborations
You can share your photos with us in several ways — and it is always a great joy for us to see you wearing our creations on the big day.
- by tagging us on Instagram @atelierlilac ,
- by sending them to us by email at team@atelierlilac.com,
- or, if you would like to appear on our wedding blog, by sharing your photos with us along with information about your wedding (location, date, theme, photographer, etc.).
You can also share them with us by leaving a review on our site after your order; it's a great way to show us your final look and inspire other future brides.
We would be delighted to see your photos and, with your permission, share them on our blog or social media to extend the magic of your big day.
It is always a great pleasure for us to see you radiant and happy with your Atelier Lilac jewelry and accessories on your wedding day.
To submit your wedding and be featured on our blog , please write to us at team@atelierlilac.com and include:
- your photo gallery (preferably a link),
- Some key information: location, date, theme/atmosphere, name of the photographer and main service providers.
- A few words about your story and the choice of your jewelry.
With your permission, we can share your special day on our blog, our social media channels and, if applicable, in other brand materials. We look forward to discovering your world and telling your beautiful story.
Yes of course !
We are always delighted to discover beautiful collaborative projects, whether it be inspirational photoshoots, content creation or influencer partnerships.
For a photoshoot, you can write to us at team@atelierlilac.com attaching your moodboard, the planned date, as well as any useful information about the location, the theme or the service providers involved.
If you are a content creator or influencer, you can also contact us by email, sharing your collaboration proposal and media kit.
We read each message carefully and will be happy to discuss with you the best way to bring your project to life.
Customer service
Contact and assistance
The easiest and fastest way to contact us is by email at team@atelierlilac.com or via the chat available on our website.
We always do our best to respond to you within 24 business hours.
It is also possible to write to us on Instagram, but the response times may be a little longer, especially during periods of high activity.
In any case, we will be delighted to read your message and assist you.
We always do our best to respond within 24 hours (excluding weekends and public holidays). Our small team prides itself on responding to every message carefully and accurately, but response times may sometimes vary depending on the time of year and the number of requests.
As the workshop is closed over the weekend, we are a little less responsive, but every message receives a reply as soon as we return.
Unfortunately, we do not yet have a physical store.
Our workshop is based in Toulouse, but it is currently dedicated to the creation and manufacture of our jewelry.
However, we are working to open our doors soon so that we can welcome you and show you our collections in person.
In the meantime, we collaborate with several retailers in France and internationally. Please feel free to contact us so we can direct you to the nearest point of sale.
About Atelier Lilac
Our expertise
The vast majority, if not all, of our accessories are handmade in France, in our Toulouse workshop. Each creation is crafted with care, in small batches, according to the artisanal expertise that is the soul of Atelier Lilac.
For our bags and pouches, we collaborate with local artisans in Portugal, renowned for their excellence and their work with leather and textiles.
Behind Atelier Lilac are two passionate sisters, Susana and Manuela, who founded the brand with the desire to enhance brides through delicate, poetic creations handmade in France.
Around them, a small team of artisans and creatives pours their hearts into imagining, crafting, and preparing each piece of jewelry from their Toulouse workshop. Each piece is the result of meticulous work, a touch of emotion, and a deep love for beautiful weddings.
Each Atelier Lilac collection tells a different story, inspired by brides, their emotions and current trends.
Some showcase timeless and delicate jewelry, others bolder or contemporary pieces, so that every bride can identify with and find a piece of jewelry that reflects her personality.
Our collections are also driven by a deep desire for innovation and discovery.
We like to explore new creative techniques, work with new materials, and imagine new finishes while remaining true to our artisanal know-how.
Finally, each collection also stems from the exchange with our brides: your requests, ideas and personalizations inspire us daily and guide us in the design of our new pieces.
Yes, absolutely.
Each Atelier Lilac piece of jewelry is handmade in our workshop in Toulouse, using traditional artisanal jewelry techniques.
Our creations require meticulous craftsmanship: twisting metal wire, pigtail assembly, hand sewing, drilling and setting beads, adjusting chains and finishing with pliers…Each gesture is carried out with precision and patience to guarantee the strength, lightness and harmony of each piece.
You can read many genuine reviews from our brides on several platforms:
- On Google , by searching for Atelier Lilac Toulouse , you can discover direct feedback from our customers.
- On Mariages.net , where brides often share their experience and photos from their wedding day.
- And on Etsy , if you knew Atelier Lilac in our early days, where more than 2000 verified reviews attest to the quality of our creations and our service.
These reviews are invaluable to us: they reflect the trust, goodwill and emotion that accompany each piece of jewelry we make.
CONTACT US
Write to us