Shipping Policy
Shipping Charges: Shipping charges cover handling, order processing, item selection, packaging, and transportation. Kindly note that shipping times can vary based on order size and location.
Local Delivery and Pick Ups: We offer local delivery at a fee and free local pick ups. Please reach out if you are in the Amsterdam are.
Order Processing Time: Please allow 5-7 business days for order processing, excluding weekends and holidays.
Oversized Furniture: Freight Shipping: Oversized furniture is shipped via freight and may have a longer lead time depending on your location (state and country). Please refer to your order confirmation for estimated delivery times.
Customs & Duties: Customs, Duties, and Fees: Please note that Lilac Home is not responsible for any customs, duties, or additional fees that may be incurred upon delivery of your order. These fees are not included in the order total or the shipping cost at checkout.
Customer Responsibility: Customs policies and import duties vary by country, and it is the responsibility of the customer to be aware of any potential charges that may apply upon delivery. The origin of the product you are purchasing is listed on the product page to help you anticipate any additional costs. We recommend reviewing this information to better understand any customs or duty fees that may apply based on your location.
Acknowledgment of Charges: By placing an order with Lilac Home, you acknowledge that any applicable customs or duties fees are your responsibility and that Lilac Home will not be held liable for these charges.
Requesting a Quote: Please contact us directly if you have questions regarding a shipping quotation.
International Orders
VAT & Customs Duty: If you reside in a country that imposes additional duties or taxes on imported merchandise, you will be responsible for paying those fees.
Undeliverable Packages: If a package is refused or abandoned due to customs duties or other reasons, we are unable to offer compensation. Additionally, if a package is returned to us damaged or broken, no refund will be issued.
Return Policy
All Sales Are Final: Please note that all sales are final. Returns or exchanges are not accepted unless the item is received damaged or not as described in the photos.
Damaged or Incorrect Items: If you receive an item that is damaged or does not match the description or photos, please contact us immediately, within 48 hours of delivery. Include photos of the damage or discrepancy, along with your order details, so we can assist you as quickly as possible.
Lilac Home is not responsible for items lost in transit during a return. We will not issue a refund or replacement for items that are not received within 14 days of issuing the return label. If your return item is delayed, lost, or damaged in transit, we are unable to replace the item or issue a refund.
Return Shipping Costs: All customers must cover the shipping costs (incl. export fees) for any returns unless the mistake is on our part.
Return Timeframe: All returns must be initiated and returned within 14 days of receiving the return label. Failure to meet this timeframe will result in the return being denied.
Refunds: You will be notified once your return has been received and inspected and informed whether the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since your return was approved please get in touch