Return Policy

At Lilae, we take great care in preparing and delivering each order. Our return policy follows the requirements of EU consumer protection law while considering the unique nature of our products.

Right of withdrawal

Under EU law, customers purchasing online have the right to withdraw from the purchase within 14 days from the date of delivery.
However, this right does not apply to:

• Fresh flower arrangements, bouquets, and floral compositions (as they are perishable goods)
• Customized or made-to-order products created specifically for your request
• Items that have been used, unsealed, or are no longer in their original condition

Eligible returns

For eligible items such as vases, candles, or home accessories, you may request a return within 14 days of receiving your order if:

• The item is unused and in its original condition
• It is returned in the original packaging, including all tags and accessories
• Proof of purchase is provided

Please note that damaged items caused by improper use, handling, or storage after delivery are not eligible for return or refund.

Damaged or defective products

If you receive a damaged or defective item, please notify us within 48 hours of delivery by emailing lilae.design@gmail.com.
Include:

• Your order number
• A description of the issue
• Clear photos of the item and its packaging

We will review your claim and, if approved, offer a replacement or store credit depending on availability.
Fresh flowers or perishable goods that arrive slightly varied in color or composition from photos are not considered defective, as each arrangement is handmade and seasonal variations are natural.

How to return an eligible item

1. Contact us at lilae.design@gmail.com within the eligible period to request a return authorization.
2. Once your request is approved, you will receive detailed instructions for the return process.
3. Return shipping costs are the responsibility of the customer unless the item was incorrect or faulty upon arrival.
4. We recommend using a trackable shipping service, as Lilae is not responsible for items lost in transit.

Refunds

After we receive and inspect your returned item, we will confirm the status of your refund by email.
If approved, your refund will be processed to your original payment method within 5–10 business days, depending on your payment provider’s policies.
Shipping costs are non-refundable unless the return is due to an error on our part.

Exchanges

We offer exchanges only for non-perishable products (such as vases or candles), subject to stock availability.

Policy updates

Lilae reserves the right to update or modify this policy at any time. Changes will be reflected on this page with an updated effective date.

Contact us

For questions or assistance regarding returns, please contact us:
Email: lilae.design@gmail.com
Phone: +357 97 555450
Website: www.lilaedesign.com

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