DELIVERIES & RETURNS
DELIVERIES
The time it takes to process an order varies depending on the time period, piece or customization. In general, we make the pieces between 5 to 7 working days . In some cases, it may happen that this is faster or in rarer cases, longer if materials run out and the parts are victims of their success. You can also choose express delivery or processing to reduce these delays. For more information, see the item descriptions.
Any customs and import taxes are the responsibility of the customer . Additionally, the Lilac team is not responsible for delays caused by customs.
It is important to note that Atelier Lilac's responsibility ends once the package is handed over to the carrier designated for delivery, including La Poste, Colissimo or UPS. The same applies to customs fees for overseas territories and shipments abroad.
If, unfortunately, the package fails to be delivered, despite the company's best efforts, Atelier Lilac cannot be held responsible for this situation, once the package has been handed over to the carrier. Certain circumstances are beyond the control of Atelier Lilac, such as logistical delays, delivery incidents, loss of the package, return of the package, damage or unforeseen weather conditions.
It is important to provide precise and accurate delivery information when placing your order. Atelier Lilac declines all responsibility in the event of an error in the information you have communicated to us, such as the delivery address as well as the number indicated, the postal code, the name appearing on the mailbox, the telephone number and the email address. So please make sure to check all the information provided carefully before finalizing your order.
Be sure to track your package using the tracking number provided once it has shipped. If any issues or concerns are encountered regarding delivery, please do not hesitate to contact Atelier Lilac at team@atelierlilac.com . Everything will be done to help you and support you in the resolution.
Atelier Lilac would like to thank you for your understanding and trust. And continually strives to improve the service in order to provide a more pleasant shopping experience.
RETURNS
Contact the Lilac team within: 10 days after receipt via your customer account, located at the top right of your screen:
- Select the order you wish to return
- Then click "Request a Return" at the top right of the screen.
Return the items within: 14 days after receipt
Cancellation can be requested within: 24 hours after purchase
We do what is necessary to satisfy each customer but if, however, the items are not suitable, the customer has the possibility, in accordance with our General Terms and Conditions, 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.
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 refunded and will remain the responsibility of the customer.
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 chat, located at the bottom right of your screen (section: “I wish to make a return or exchange”).
The customer will provide Atelier Lilac with proof of the reshipment of their order (Colissimo number, tracking number, etc.)
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...)
CONTACT US
Of course!
We let you write to us via your customer account, located at the top right of your screen:
- Select the order you wish to return
- Then click "Request a Return" at the top right of the screen.
If you encounter any difficulties, contact us. We are here to help you