Please read this carefully before you are placing the order. By using Lilac Thread and/or placing an order you agree to be bound with the same as below.

These terms and conditions set out the basis on which you can use our online website (lilacthread.com), Customer Support and Stores to place orders, it is implied that you have understood and accepted the mentioned terms.

You may contact us by email at hello@lilacthread.com or contact our customer service number +1 9052327890, available from Monday to Saturday between 10:00 AM to 05:30 PM (PST). All the calls made to Lilac Thread will be recorded for training and monitoring purposes as a part of our efforts to improve service to our customers.

We may contact you for marketing purposes by email, messages and calls with our upcoming product offers.

Order Process

Once you have found a product you want to buy, select your size and click on the 'ADD TO CART’ option, we can try to get the product dispatched as per the estimated dispatched date on our website.

Check out to complete your order.

Ensure that you enter a correct email address after which, we would send you an order acknowledgement email and order update email(s). The contract will be formed at the place of dispatch of the products.

Payment

We accept all major credit cards / debit cards such as Visa/Master Card/American Express/ Diner/UCB/UnionPay)

You can also choose express payment by SimplePay or Google Pay.

Cash On Delivery:

COD is available for selected locations/Pin codes in Canada only.

Cancellation

You may cancel an order within 24 hours after placing it. No cancellations beyond 24 hours will be entertained barring extenuating circumstances Any accepted cancellation beyond 24 hours will be exclusively at the discretion of lilacthread.com and refund would only in the form of credit voucher code You can email us at hello@lilacthread.com for any cancellation request. Cancellation requests are not accepted through phone or online chat services.

Video call Orders

The products ordered during video call cannot be cancelled once an order is placed.

There will be no discount available on any product purchased over video call.

Products purchased during or on video call will be eligible for returns or refunds only if there are any manufacturing defects.

Fabric, embroidery, fit & finish quality

We are a brand name and we pride ourselves in giving the best quality products. So you can be rest assured that the quality of the products received and it will definitely surpass your expectations.

Most of the products listed on the website are clicked in professional studio lights and there might be a slight variation in terms of colour when the actual product is delivered.

Order delay / cancellations due to delay

Given the complexity in production, occasionally a product may not be produced as per the output expected and so we may seek your approval on this matter. This may result in your order getting delayed.

At any point in time, during the garment construction process it cannot be canceled.

Exchange Rate

We follow our own Exchange Rates

Refunds

A cancelled order within 24 hours will result in a credit voucher code for future purchase OR refund in your bank account & refunds will be processed in a form of credit to their Credit Card / Net Banking / Debit Card Account within 7 business days.

During peak periods such as sales or festive periods, processing returns may be slightly delayed.

Products purchased during or on sale will not be eligible for refunds

At no point of time, we would issue refunds more than the product value.