1- Delivery
Which countries do you ship? All countries.
What are the delivery methods offered, the deadlines and associated prices? Several delivery methods are available. Products are shipped within 1-3 working days after receipt of the payment. Count 5 additional working days for customized orders. Delivery times are given as an indication, they do not take into account the time of preparation of the order, nor the holidays that would occur during the preparation of the order or the delivery period.
The shipping costs vary according to the total weight of the package. We recommend that you group all your items in one order. We cannot combine two orders placed separately and shipping charges apply to each of them.
Box sizes are appropriate and your items are properly protected.
Shipping costs:
| Shipping costs Incl. VAT | Delivery deadlines (working days) | Shipping Areas | |
Home Delivery with Signature
 | € 8 to 10.5 | 2-3 working days | Metropolitan France |
| Home Delivery with Signature
| € 15 to 18 | 3-7 working days | Europe |
| Home Delivery with Signature
| € 30 to 62 | 3-7 working days | International |
How can I track the delivery of my order? Once your order has been shipped, you can track it on the website of Colissimo by entering your tracking number. You can also track your delivery thanks to the mails sent to you by the selected carrier. What happens if no one is present to pick up my parcel? For a delivery by Colissimo at home with signature, a notice of passage will be filed allowing you to choose on the Internet a new delivery date within 6 working days or to pick up your package the next day after 3pm in the post office of your choice. If you do not choose an option, you can withdraw your package in the post office nearest to you against signature and presentation of a piece of identity within 15 calendar days.
My package is damaged, what should I do? If your package is damaged (damaged, open, wet, crushed, …), we invite you to open your package in front of the carrier and to check the condition of the product(s). Do not be intimidated by the carrier. If the order does not comply (missing product, damaged …), it is necessary to refuse the delivery in its entirety and to mention in a precise way on the delivery note the reasons of the refusal. The reservations issued on the delivery note will be essential for any claim. Do not hesitate to take photos to support your file. The mention “subject to unpacking” is unfortunately not valid in case of dispute. You must then send us a complaint within two working days after delivery of your package by email at contact(at)lilasessentials.com
The package received does not comply with my order, what should I do? If a product is missing in your package or you have not received the right product, you must inform us by email describing in detail the problem of non-compliance. You must then send us a complaint within two working days after delivery of your package by email at contact(at)lilasessentials.com
2- Return and exchange:
You have a legal period of 14 days from receipt of your package to send us a request for return. To ask for a return, send an email to contact(@)lilasessentials.com with your order reference number, the article you wish to return and explaining the purpose of the return. Upon receipt of the return authorization email, you have a maximum of one month to return the product(s), accompanied by the return slip, to the address indicated. Return costs are at your charge, as long as your return request is accepted. The credit or refund is established after the receipt and control of the goods, and provided that the product is in perfect condition for resale. Open, incomplete, damaged or soiled products are not included. The initial shipping costs (those payed for delivery to the order) are not refunded.
If this order is a gift, you can only proceed to an exchange or ask for a credit.
Attention, any customized product cannot be exchanged or refunded.