In case customer wants to return a product, other than product made to order, the customer must write to us 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).

Terms & conditions for return:

• These terms of returns and exchange are limited to direct sale by lilacthread.com only and that these terms of returns and exchange are not available in case of a sale by third party and invoice which shall be governed by the terms of such sale.
• We may accept returns for store credit only. The original shipping charges and duties will not be refunded.
• Product must be returned to us within 14 days from the date it was shipped to customer.
• Product must be unused, unworn, unwashed and undamaged.
• Product must be returned with all tags attached in its original condition along with all packing material, courier receipt, invoice & other papers.
• Damaged or soiled products will not be accepted.
• Lilac Thread will not be not responsible for any damage caused in return transit of the product.
• Goods once sold can only be exchanged for a store credit if they meet our terms and conditions.
• In case customer wants to exchange an alternative product, other than product made to order, the same is possible. You have to return the product for a credit and purchase the new item a fresh. You can settle the payment from credit available into your account. The original shipping charges and duties will not be refunded. You must write or call to customer care as suggested for return of the product. Stated terms & conditions applicable to return, will also be applicable to return for exchange.

LIST OF NON-RETURNABLE OR NON-EXCHANGEABLE PRODUCTS

• Custom made and made to order products or orders placed using store credit
• Unstitched items like dupattas, sarees with unstitched blouse
• Altered products as per the specifications/measurements provided by you
• Products that are purchased in any sale / promotion by Lilac Thread
• Products which were identified/marked as non-returnable or non-exchangeable at the time of purchase.

Cancellation Policy

Please note an order can only canceled within 24 hours of placing the order. Once the order is processed after 24 hours, no cancellation request will be entertained.

Damage / Defective / Wrong supply of products

Customer is advised to check the ordered products and quantity in the invoice, before accepting the package from the logistics service provider / courier. In case of any discrepancy found, or damage to packet is noticed, please leave a suitable remark on receipt to logistics service provider / courier for accepting the delivery of the products. In case the product is with a manufacturing defect or a wrong product has been received, kindly contact / email at. Your email should contain comprehensive details of the defects / complaints of the product delivered to you. Our quality team will verify the manufacturing defects, after that our customer service team will email or contact you for the necessary action. The product must be received within 7 days from the date of advice by Customer Service department. In case, the complaint found is genuine Lilac Thread will try to rectify the defect or replace the same product to availability and return the product to buyer, if not possible, a store credit will be issued to the buyer.