Shipping & Refund Policy

Delivery Dates
Please select your desired date of delivery during the checkout process.
Kindly be aware that although we make every effort to accommodate delivery date preferences, Lilac & Crème cannot guarantee delivery on a specific day.
We understand the importance of timely delivery, and we encourage you to select a preferred date of delivery when placing your order. This allows us to prioritize and plan accordingly. However, please be aware that factors beyond our control, such as shipping delays or unforeseen circumstances, may affect the delivery date.
To ensure a smooth experience, we recommend scheduling your delivery date with ample time, considering possible delays that may occur during the shipping process.
Lilac & Crème cakes can be frozen for up to six months without compromising their flavor or texture. This allows you to plan ahead and enjoy our delicious treats at your convenience.

Shipping Policy
Shipping charges are calculated based on various factors, including the weight, dimensions, and destination of the package. These charges are disclosed during the checkout process and may be subject to change without prior notice due to fluctuations in carrier rates or other factors. Any additional fees, such as customs duties or taxes, imposed by the destination country are the responsibility of the customer. 
In the event that your package is lost or damaged during transit, please contact us as soon as possible. We will work with the shipping carrier to investigate the issue and, if necessary, file a claim. However, we cannot guarantee the outcome of such claims or be held responsible for any losses incurred as a result of lost or damaged shipments.
It is your responsibility to provide accurate and complete shipping information, including the correct shipping address. We shall not be held liable for any delays, misdeliveries, or additional charges resulting from incorrect or incomplete address information provided by the customer.
We shall not be liable for any failure or delay in shipping or delivery of products arising from circumstances beyond our reasonable control, including but not limited to natural disasters, carrier scheduling or delays, labor disputes, or transportation disruptions.

Shipping Cost Guarantee
At Lilac & Crème, we take pride in providing exceptional service and value to our customers. As part of our commitment to your satisfaction, we are thrilled to offer our exclusive Shipping Cost Guarantee.
We understand that shipping costs can sometimes be unpredictable, leaving you uncertain about additional expenses on your orders. With our Shipping Cost Guarantee, you can shop with confidence, knowing that any potential discrepancies in shipping fees will be taken care of.
Here's how it works:
Transparent Pricing: Our shipping costs are clearly displayed at the time of checkout, ensuring you have full visibility of the expenses related to your order.
Accurate Estimates: We strive to provide accurate shipping cost estimates based on your location and package details. However, in rare cases where the actual shipping expenses turn out to be lower than expected, you'll benefit from our Shipping Cost Guarantee.
Refund Assurance: If the final shipping charges are less than the estimated amount, we will promptly refund the difference back to your original payment method. You can trust that we'll handle the adjustment efficiently, ensuring you receive the appropriate reimbursement.
Peace of Mind: Our Shipping Cost Guarantee is designed to give you peace of mind throughout the shopping process. No more worrying about unexpected shipping costs - we've got you covered.
At Lilac & Crème, we prioritize your satisfaction and want to ensure your shopping experience is as smooth and enjoyable as possible. Our Shipping Cost Guarantee is just one of the ways we demonstrate our commitment to delivering excellence in every aspect of our service.

Returns

Due to the perishable nature of our products, Lilac & Crème cannot accept returns or exchanges. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please include a photo of the item that you received with your initial request to ensure that we can properly assist you. 
Unfortunately, Lilac & Crème cannot approve return or exchange requests for damaged items without photo evidence. Additionally, please note that all communications, along with the required photo evidence, must be received within one week of the delivery date. 
Therefore, it is crucial to ensure that all necessary communications, including the submission of photo evidence, are completed within this timeframe. We regret any inconvenience caused but appreciate your understanding in this matter.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods and custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Lilac & Crème cannot accept returns on gift cards.

Refunds
If approved for a refund or partial credit by our customer support team, 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 we’ve approved your return, please contact us at orders@lilacandcreme.com.
If you have any questions about this policy, please contact us at orders@lilacandcreme.com.