Refund Policy

Last Updated: April 1, 2023

At LilacPromenade, your satisfaction is our top priority. We appreciate your business and understand that sometimes your order may not turn out as expected. Our Refund Policy explains how to go about getting a refund or making an exchange. Please read the following terms carefully.

Order Cancellation

If you need to cancel your order, you can do so without any charge provided that the order has not yet been prepared. To cancel an order, please call us immediately at +44 20 7946 0958. Orders that have already been prepared cannot be canceled.

Returns and Refunds for Online Orders

If you are unsatisfied with your order, please contact us within 2 hours of receipt. For quality-related issues, we will need a description and, if possible, a photo of the issue. Depending on the circumstances, we may offer a refund or remake of the item at no additional cost. Refunds will be processed to the original method of payment. Please note that all refund requests are subject to review and are not guaranteed.

Incorrect Orders

If you have received an incorrect order, please contact us at +44 20 7946 0958 so we can arrange for the correct items to be delivered to you. You may be asked to return the incorrect item, depending on the situation.

Non-Refundable Items

Gift cards, discounted items, or promotional deals cannot be refunded. We also do not refund delivery charges, unless the error was on our part.

Refund Processing

Once your refund request has been accepted, you will be refunded in £ to your original method of payment within a certain number of days, depending on your card issuer’s policies.

Exchanges

If you would prefer to exchange an item, please call us at +44 20 7946 0958. Exchanges are subject to item availability.

Refund Contact Information

For any questions regarding returns and refunds, or to submit a complaint or feedback, please contact our customer service team at:

Phone: +44 20 7946 0958
Address: LilacPromenade, 43 Bedford Street, Westminster, London, WC2E 9HA, United Kingdom
Website: lilacpromenade.sbs

Changes to the Refund Policy

We reserve the right to modify this Refund Policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make significant changes to this policy, we will notify you here that it has been updated.