Please note that we require 3-5 business days on average to fulfill your order before dispatching. Rest-assured we are doing everything in our power to get your order to you as soon as possible!
For pre-ordered or back-ordered items:
If one of your items was purchased on back-order, we will ship your order once all the items become available. You may find a pre-order / back-order marker in the description of the product listing and on your order confirmation.
Due to the nature of the shipping business, delays are often inevitable, all our shipping times are therefore guidelines only and specific delivery dates are not guaranteed.
Lilac Reign is NOT responsible for:
- Delays with Fedex shipping
- Products that are lost or damaged in the mail. The USPS or Fedex will be responsible once the package has been dispatched.
- Products marked delivered by Post Office / Fedex according to tracking. You will need to contact your Post Office to obtain information regarding your package.
Carrier Contact Numbers:
- If Fedex could not reach you after several attempts, the package will be sent back to our warehouse. In such cases your order will not be refunded. You will need to pay an additional US$20 shipping and handling fee for the package to be re-delivered to you.
TRACKING YOUR ORDER
You will receive a confirmation email once your order has been processed to the e-mail address provided at the time of checkout, which can take up to 48 hours. You will receive a second email once your order has been shipped, which will include your tracking number and a link to follow the journey of your package. If there is a problem with your tracking number or package delivery, please contact the courier directly prior to contacting us. Please allow 1 - 3 working days for the tracking information to show. In some rare cases, the tracking information may not update but you will still receive your order. Please contact us after the estimated delivery time.
WRONG ADDRESS DISCLAIMER
It is the responsibility of the buyer to make sure that she or he enters the shipping address correctly. We do our best to speed up processing and shipping times, hence there is a small window to cancel/change your order or to change the address of your order. If you decide to cancel your order or change your shipping address, please write to us at firstname.lastname@example.org, as soon as you place your order. We will do our best to make the change, however we cannot guarantee that we will be able to do so, as there are varying time limits in which we are able to do so.
Please note that your parcel will be returned to us if the shipping address is incorrect. In this case, we have to wait for your parcel to be returned to us and then we can either re-ship the parcel to your correct address ( additional shipping charges apply ) or provide you with store credit in line with our Return Policy.
By placing an order at Lilac Reign, you are responsible for the cost of return shipping back to Lilac Reign. Please refer to our Return Policy for further information on how to make a return.
DELIVERED BUT NOT DELIVERED
All of our shipments include online parcel tracking. If the tracking information confirms that the item has been delivered to your order address but you have not received your order, please contact Fedex/ USPS. Once Fedex/USPS can confirm the case of lost parcels, we will only offer store credit or a replacement. We are not responsible for packages that are delivered but not received.
If you have previously experienced lost or stolen packages where you reside, we encourage you to instead have your package delivered to a work address to ensure that you receive it safe and sound.
Please note that all shipping times are guidelines only and specific delivery dates are not guaranteed.
For US customers:
Please call the phone number below if you are a customer in the United States (generally for scheduling a pickup, tracking a shipment, obtaining a transit time and rate quote, finding a drop-off location or asking about something else).
1-800-CALL FEDEX (1-800-463-3339)
Monday - Friday 5:00 a.m. – 9:00 p.m. MST
Saturday 6:00 a.m. – 5:00 p.m. MST