Refund policy

Returns:
We accept returns on new, unused merchandise. In order to initiate a return you must complete a return request within 14 days of receiving your order. If more than 14 days have passed since receiving your purchase, we cannot offer you a refund or exchange.

How to Submit a Return Request: 

  1. Log in to your account by clicking on the profile icon on the top right of our home page, or by selecting the drop down menu and clicking on Login.
    1. In the "Email" field, enter your email address and then click "Continue".
    2. In your email account, open the email sent from our store and copy the six-digit verification code. 
    3. Go back to our online store and enter the six-digit verification code.
  2. Click the order that you want to submit the return for.
  3. If your order has more than one item, select the items that you want to return.
  4. Select a return reason and add a note
  5. Click "Submit Request"

If your return request is approved you will receive an email with return instructions. 

Eligible Items: 

To be eligible for a return, your item must be unused, and in the same condition that you received it. The item must be free of scents, stains, etc and must have original tags attached, and original packaging if applicable.

Return Shipping:

Return/exchange items must be shipped within 7 days of receiving return/exchange approval in order to remain eligible for a refund. DO NOT ship back to the return address on the package you received. You must request a return through our system and receive approval before returning an item. You will receive the correct return address through email when your return is approved. 

Original shipping costs (if any were paid) will not be refunded. Please use a trackable shipping service or purchase shipping insurance when shipping your return item. We are not responsible for any items lost or damaged during the return shipping process.

  • Gift cards are not returnable.
  • Shoes must be returned in original box (if applicable) to be eligible for a refund.
  • Intimate items such as swimsuits, bras, bralettes, undergarments, etc, are a final sale and cannot be returned or exchanged.
  • Candles cannot be returned or exchanged.
  • Jewelry is ineligible for return or exchange.
  • Bath & body items including lotions, soaps, lip balm, etc are not eligible for return or exchange. 
  • Custom order pieces including pre-order graphic tees and The Casual Crate subscription boxes are ineligible for return or exchange. These items are made to order just for you. 
  • Items that are received as a free gift with purchase (BOGO free sale, etc) must also be returned for order to remain eligible for a full refund. If the free item is not returned the refund will be processed minus the retail cost of the free item. 
  • Seasonal items that are time sensitive may be unavailable for return or exchange. 

To complete your return, we require a receipt or proof of purchase. 

Refunds (if applicable):

We cannot retroactively discount orders. You must use discount codes at checkout. 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment. It can take up to 7 days for us to process a return, and it may take an additional 5-10 business days for you to see the refund to be processed by the bank and credited to your account.

If you have any questions about your refund/store credit please contact support@lilaceast.com

Sale items (if applicable):
Only regular priced items may be refunded. Sale items and clearance items cannot be returned. Any item that ends in $.98 is a final sale.

Exchanges:
We are happy to exchange your item for any reason. You must contact us regarding the exchange within 14 days of receiving the item, and ship back within 7 days of receiving exchange approval. If you decide to exchange your item, the shipping to you on your first exchange will be free. We will send a return label and ship the exchange item free of charge. We process exchange items immediately upon receipt, and the exchange item usually ships next day. If you choose to make any additional exchanges you will be responsible for all shipping charges.

Cancelled Orders:

Any request to cancel an order once payment is processed will result in a 15% restocking fee.