We do what is necessary to satisfy the customer but if, however, the items are not suitable, the customer has the possibility in accordance with the legislation to return the items ordered within 14 calendar days (Sundays and public holidays included) from upon receipt, in their original condition and packaging. The jewelry must not have been worn.

In the event of loss or damage to the returned package, we will not be able to reimburse the order and the buyer will have to make a claim directly with their carrier.

• Any return must first be reported to Atelier Lilac via your customer account, located at the top right of your screen.
  Select the order you wish to return
  Then click on "Request a return" at the top right of the screen, located at the bottom right of your screen (section: "I would like to make a return or exchange").

• Attention! customizations and special or tailor-made creations cannot under any circumstances be refunded. (e.g. jewelry or outfits created to the customer's measurements and in the color chosen by her, custom creations, creations on sketches, change of colors etc...)

For hygiene reasons, earrings cannot be returned or exchanged.

​Please note, no item will be refunded or exchanged after this period. The customer must take into account that this also applies in the case where the fitting took place several weeks after the order was shipped.

Items for which the wedding is included during the withdrawal period cannot be refunded.

Atelier Lilac will reimburse you within 30 days. However, shipping costs as well as the reimbursement commission charged by the platform (5%) will not be reimbursed and will remain the responsibility of the customer.

All refund requests must be made via chat, located at the bottom right of your screen (section: "I would like a refund")

Yes. You can cancel your order within 24 hours.

Simply send us a message via chat, located at the bottom right of your screen (section: “I would like a refund”) before the end of this period. We will respond to your message with all refund information.

My pleasure ! We are struggling to help our brides be ready on D-Day. Contact us directly in the chat or by email and we will tell you if it is possible to make your jewelry and deliver it before the long-awaited date! Don't forget to tell us the date of your wedding, the city and the country of destination.

We love to surprise our customers with our speed. Your bridal accessories are shipped between 3 and 5 working days after receipt. If the situation allows, we can even ship it the next business day. In some exceptional cases (as we all experienced during the first lockdown), it may take a little longer. In this case, we will inform you at the time of your order to find out if a slightly longer delivery time may still suit you.

Your orders for wedding accessories and jewelry are shipped with standard tracked shipping. For shipments to mainland France, delivery times range from 3 to 4 working days. For international, it can take between 4 to 5 working days.

Yes. Once your package has been shipped, a confirmation message will be sent to you. This message contains a tracking number and a link to the transport company's website. Click on the link and enter the tracking number. Be careful to always use the official website of the transport company, other sites may give you incorrect information.

We sincerely hope that you can find the accessory of your dreams among our creations. However, if you receive your order and the accessories do not match your desires, you can contact us via chat or email and request a refund or exchange. Your request must be submitted within 14 calendar days (including Sundays and public holidays) of receipt of your order. Once your request has been made, we will inform you of the steps to follow to proceed with the return and refund or exchange.

Write a clear and concise answer to guide your customers.

Yes ! We would even be happy to make tailor-made items for you! Do not hesitate to contact us for all the details.

Likewise, if you have a creation idea in mind, that you want to mix two models or others, do not hesitate to share it with us, we will do our best to make the wedding jewelry of your dreams.

Of course ! We will be happy to advise you in choosing your bridal accessories. Send us a photo of your dress, describe your desired accessories and hairstyle. If you already have an idea in mind, share it with us! We will come back to you with suggestions and ideas for associations that you should like :)

We encourage you to do so! If you are hesitant between two accessories, place an order, invite your best friends or family and make a choice in complete peace surrounded by those who love you.

Please note, personalized accessories and earrings cannot be returned.

The manufacturing time of a customization will depend on its type:

- Shortening: between 4 and 7 working days for production

- Slight modification: between 5 and 7 working days for production

- Creation of an accessory or piece of jewelry in its entirety, including the creation of a quote with the bride and support until the final decision on creation: between 10 and 13 working days

All these deadlines are subject to the quantity of orders at the time.

To date, we do not have a physical store. We are aware that some of you need to touch and try the accessories before you decide. That's why we offer you the possibility to order several accessories to try them in the comfort of your home and keep the ones you liked. You are free to return any part ordered within 14 working days of receipt.

Just enter the promo code during the last step of the purchase. Before defining the payment method, a box corresponding to the promotional codes appears. Once the code is entered, the amount will be updated and you can place your order.

Send us a message in the chat, located at the bottom right of your screen! :)
Or leave usa message !