Frequently Asked Questions

Getting my order

I entered incorrect delivery details when placing my order - can I change this?

If you have entered any incorrect details such as your address or contact details, please contact us ASAP, as we cannot change your details once your order has been shipped. 

Where is my order confirmation email?

If you haven’t been sent your order confirmation email, please ensure you check your spam folder, as well as any email addresses or phone numbers that might be linked to your method of payment. Please email us at business@mylilacbeauty.com if the confirmation email still can’t be found. 

Can I visit your store in person?

No, we are exclusively online. 

Do you offer click and collect as an option?

No, we do not offer click and collect. You may be able to reroute your shipment via our delivery partners once they have your parcel & it is ready for delivery.

Customer Support

How do I get in touch with your team?

Feel free to send an email to business@mylilacbeauty.com with any queries about orders, products or anything else! We will aim to respond within 2 business days. 

Shipping Information

What sort of shipping times can I expect?

Please check our shipping policy page here

Where do you ship from?

We ship from our warehouse in London, meaning you don’t have to wait for overseas shipping! At the moment, we can only ship to addresses within the UK.

Can I purchase from outside the UK?

Unfortunately not, currently we only ship within the UK.

How do I track my delivery?

If your order can be tracked, this information will be shown in your dispatch notification email or via your Shopify account. 

Questions about Returns and Refunds

How do I request a return/refund?

Please read our detailed returns & refunds policy page here. You’ll need to make sure that your request meets the return/refund guidelines.

Where is my refund?

Whilst we will aim to initiate approved refunds within 3-5 working days, it may take longer to reach your account/method of payment depending on your banking institution.