You need help ?
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 don't offer a welcome code. However, for orders of €200 or more, your shipping is automatically upgraded (Colissimo in France, a faster carrier internationally), so your piece reaches you more quickly and safely.
Secure payment
We accept bank cards (Visa, Mastercard, American Express, Cartes Bancaires), PayPal, Apple Pay and instalment payments with Klarna. Depending on your country, you can also pay with Bancontact, Bizum, BLIK, EPS, MB WAY, MobilePay or Satispay. All payments are 100% secure.
Yes! You can pay for your order in instalments with Klarna. The option appears directly at the payment step, depending on your delivery country and eligibility. If you have any questions, write to us at team@atelierlilac.com or via the chat on our website.
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
Personalising your jewellery
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 jewellery:
- For bracelets and classic necklaces, simply tell us the exact length you would like when you order, and let us know if you want an extension chain so you can adjust the size slightly.
- For back necklaces, personalisation can be a little more technical, as it depends on the design and on the back of your dress. In this case, we invite you to read our guide to back necklace lengths or to contact us directly: we will help you choose the most flattering length for your silhouette.
→ To find out more, read our article: How to personalise your back necklace.
Yes, we regularly make bespoke pieces for our brides. Share your ideas, inspiration or photos of your dress, and together we will design the perfect piece. Email us at team@atelierlilac.com – we will be delighted to help.
We work with fine, durable materials, carefully selected for their shine and quality: 925 sterling silver, gold filled, 14k or 18k gold, brass or copper plated with 24k, 18k or 14k gold, freshwater pearls, crystals, natural stones, Swarovski elements and pearlescent beads.
Each piece is unique, both in its design and in the materials it is made of. We give as much detail as possible in our product descriptions. If any information is missing online, don't hesitate to contact us: we will 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 specialities.
We offer fully personalised advice by email, chat or Instagram to help you choose your wedding jewellery and accessories.
Simply get in touch and share any information or photos you think are useful (your dress, your hairstyle, the mood of your wedding…).
We will then come back to you with a few questions to get to know you better and understand what you have in mind.
This allows us to suggest a first selection of pieces that suit you, 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 production within 48 hours,
- followed by express delivery in 48 hours within France and in 2 to 5 working days internationally, depending on the destination country (Colissimo, UPS, FedEx or Chronopost).
The “Express production” option appears automatically after the address step, just before payment, when you choose your shipping method.
If your wedding is coming up soon, please contact us before ordering at team@atelierlilac.com.
We will check that materials are available and work out together the safest timeline so your jewellery arrives on time.
When you order, remember to add your wedding date in the “Comment” field: this lets us prioritise your shipment and support you as well as possible.
Each piece is handmade in our atelier once your order is confirmed. There are currently three of us crafting your pieces with care, so timings may vary depending on the season and the complexity of the pieces.
- Standard production: 4 to 10 working days
- Express production: within 48 hours (subject to atelier availability)
These times cover production only and do not include delivery.
We offer this option for brides-to-be who would like their order to be handled as a priority. Subject to the availability of our materials, we commit to making your piece within 48 hours.
Once it is finished, your piece is shipped immediately and travels with the delivery method you chose (Colissimo, UPS or standard).
If you are unsure which production or delivery option to choose, feel free to contact us with your wedding date and the delivery country and city: we will gladly recommend the best solution to receive your jewellery on time and with peace of mind.
Don't worry – we are used to weddings just around the corner!
If your big day is fast approaching, contact us as soon as possible at team@atelierlilac.com or via the website chat, telling us:
- your wedding date,
- the piece(s) you would like,
- and the delivery country.
We will immediately check material availability and suggest the best way to receive your jewellery on time:
express production within 48 hours combined with express delivery (Colissimo, UPS, FedEx or Chronopost), depending on where you are.
Our team does everything possible to make sure every bride receives her piece on time, even with the tightest deadlines.
Delivery times
Yes, of course! We ship our creations all over the world, so every bride can wear an Atelier Lilac piece wherever she is.
We offer several delivery options to suit your needs and location, from standard delivery to international express delivery for weddings coming up soon.
When you order, the delivery methods available for your country appear automatically. And if you have any doubts about the carrier or the delivery times, don't hesitate to contact us: we will help you choose the safest and fastest option to receive your jewellery on time.
Delivery times depend on the destination country and the shipping method chosen when you order.
Here is an average estimate for each region:
Mainland France
- Tracked letter (La Poste): 3 to 4 working days
- Colissimo home delivery: 2 to 3 working days
European Union
- International tracked letter (La Poste): 5 to 10 working days
- Colissimo International: 4 to 6 working days
- UPS Express Saver Europe: 2 to 3 working days
Outside the European Union & worldwide
- International tracked letter (La Poste): 7 to 15 working days
- UPS Express Worldwide, FedEx or Chronopost: 2 to 5 working days depending on the country
Tip: if your wedding is coming up or you have a specific date, let us know your country and the date of the event at team@atelierlilac.com.
We will recommend the safest and fastest option to receive your jewellery on time.
As soon as your order leaves our atelier, you will receive a shipping confirmation email.
It contains your tracking number, so you can follow your parcel in real time.
Depending on the carrier, you can check its progress directly on their official website:
- Tracked letter / Colissimo (La Poste): www.laposte.fr/outils/suivre-vos-envois
- Chronopost: www.chronopost.fr
- UPS: www.ups.com/track
- FedEx: www.fedex.com
Remember to check your spam folder in case the tracking email ends up there. And if you can't find your tracking link, contact us at team@atelierlilac.com and we will gladly send it to you.
Yes, of course!
You can have your order delivered to any address you like – your wedding planner, your hairdresser, a loved one or even the place where you are staying.
And if you would like to change the delivery address after placing your order, please contact us as soon as possible at team@atelierlilac.com. We will update the details manually so your jewellery reaches you safely, in the right place at the right time.
Returns, exchanges and repairs
Returns and exchanges
At Atelier Lilac, we do everything we can to make sure you are completely satisfied. If a piece of jewellery or an accessory isn't right for you, you can return or exchange it within 14 calendar days of receiving your order, in accordance with current legislation.
Exceptions:
- for hygiene reasons, earrings cannot be returned or exchanged.
- Personalised jewellery and bespoke creations (e.g. choice of colours, personalised sketches) cannot be returned or refunded.
We are truly sorry. Every piece is made and checked by hand in our atelier, but accidents can sometimes happen in transit.
Contact us as soon as possible at team@atelierlilac.com or via the website chat, with a photo of the piece concerned. We will quickly offer you a suitable solution – exchange, repair or replacement – so you receive your piece in perfect condition without delay.
To request a return, exchange or change, please follow these steps:
- Log in to your customer account.
- Select the order concerned.
- Click on “Request a return” in the dedicated section.
We recommend using a tracked, secure shipping method. If the returned parcel is lost or damaged, no refund can be made.
If you don't have a customer account, simply email us at team@atelierlilac.com with your order number and the reason for the return, for any return, exchange or refund request.
Our team will reply quickly and send you all the instructions needed to return your piece. We are of course here to help throughout the 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 into creating durable, high-quality pieces.
If one of your pieces has a defect or becomes damaged without an accident or misuse, write to us at team@atelierlilac.com. We will be happy to look into your request and find a suitable solution, whether a repair, a partial replacement or specific care.
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 lovely gift boxes designed for brides-to-be and their loved ones.
You can give:
- our Bride Box, which carefully brings together all the essentials for the big day (accessories, practical and refined little items, personalised touches);
- or our gift cards, perfect for leaving her free to choose from our handmade jewellery 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 huge joy for us to see you wearing our creations on your big day.
- by tagging us on Instagram @atelierlilac_
- by emailing them to team@atelierlilac.com,
- or, if you would like to feature on our brides' blog, by sharing your photos along with some details about your wedding (venue, date, theme, photographer, etc.).
You can also share them by leaving a review on our website after your order – a lovely way to show us your final look and inspire other brides-to-be.
We will be delighted to see your photos and, with your permission, share them on our blog or social media to keep the magic of your big day alive.
It is always a great pleasure for us to see you radiant and happy with your Atelier Lilac jewellery and accessories on your big day.
To submit your wedding and feature on our Blog, email us at team@atelierlilac.com with:
- your photo gallery (a link is preferred),
- a few key details: venue, date, theme/mood, name of the photographer and main suppliers,
- a few words about your story and your choice of jewellery.
With your permission, we can share your special day on our blog, our social media and, where relevant, in other brand materials. We can't wait to discover your world and tell 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 quickest way to reach us is by email at team@atelierlilac.com or via the chat on our website.
We always do our best to reply within 24 working hours.
You can also message us on Instagram, but replies may take a little longer, especially during busy periods.
Either way, we will be delighted to hear from you and help.
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 don't have a physical shop yet.
Our atelier is based in Toulouse, but it is currently dedicated to designing and making our jewellery.
We are, however, working on opening our doors soon so we can welcome you and show you our collections in person.
In the meantime, we work with a few stockists in France and abroad. Feel free to contact us and we will tell you the nearest one to you.
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.
Every Atelier Lilac piece is handmade in our atelier in Toulouse, using the traditional techniques of artisan jewellery making.
Our creations require meticulous craftsmanship: wire twisting, wrapped-loop assembly, hand stitching, drilling and setting pearls, adjusting chains and finishing with pliers… Every step is carried out with precision and patience to ensure each piece is sturdy, light and harmonious.
You can read many genuine reviews from our brides on several platforms:
- On Trustpilot, where our customers leave a review after each order.
- On Google, by searching for Atelier Lilac Toulouse, to read direct feedback from our customers.
- On Mariages.net, where brides often share their experience and photos of their big day.
- And on Etsy, where we started out, with more than 2,000 verified reviews attesting to the quality of our creations and our service.
These reviews mean a lot to us: they reflect the trust, kindness and emotion that go into every piece we make.
CONTACT US
Write to us