Shipping + Returns

SHIPPING FAQS
 
GENERAL DECOR ITEMS

 

Lead time and shipping varies depending on the product. Information will be specified in each product description.

 

PILLOWS / TEXTILES

 

We strive to have all in stock items shipped as quickly as possible. Certain products are made to order and will ship within 3 weeks. Carrier tracking information will be provided once shipped. Transit times vary depending on product and location. Once shipped you should expect your order to arrive in 2-7 business days.

 

ARTWORK

 

Several pieces of artwork are made to order. Please allow 6-8 weeks from our vendors for fulfillment and delivery. Please see individual product descriptions for specific lead time.

 

RUGS

 

Most of our rugs, subject to availability, should ship between 2-3 weeks from the date of your order. Please allow another week for delivery.

 

LIGHTING

 

Most lighting, subject to availability, should ship between 2-3 weeks from the date of your order. Please allow another week for delivery.

 

SHIPPING RATES

 

Shipping rates effective as of January 1, 2019.

DOMESTIC SHIPPING RATES

 

Order Amount

Standard shipping

$0.00 – $6.00

$0.00

$6.01 – $30.00

$6.00

$30.01 – $50.00

$9.00

$50.01 – $75.00

$12.00

$75.01 – $100.00

$15.00

$100.01 – $150.00

$17.00

$150.01 – $200.00

$22.00

$200.01 – $300.00

$26.00

$300.01 – $400.00

$33.00

$400.01 – $500.00

$39.00

$500.01 – $750.00

$49.00

$750.01 – $1000.00

$64.00

$1000.01 – $1500.00

$86.00

$1500.01 – $2000.00

$104.00

$2000.01 – $3000.0

$124.00

$3000.01 and over

about 5%

 

ALASKA & HAWAII

 

Items shipped to Alaska and Hawaii are delivered by UPS with an additional charge of $10. Furniture deliveries are not available to these areas.

 

SHIPPING TO CANADA

 

Unfortunately, we cannot ship to the U.S. territories or foreign countries at this time.

 

INTERNATIONAL ORDERS

 

Unfortunately, we cannot ship to the U.S. territories or foreign countries at this time.

 

FURNITURE DELIVERY

 

Most of our furniture items will be delivered third party by a delivery service provider who will bring the item into your home. We ask that you inspect your delivery upon its arrival, and provide a signature upon receipt. Once you have ordered a piece of furniture, we will email you a ‘what to expect’ email to prepare you for your delivery.  If you have any questions about how your furniture item will be shipped and delivered, please call our Customer Service team at 267.245.8007 or email us at support@lotusandlilacdesign.com.

 

Last Edited on 2-19-19

RETURN FAQS
 
GENERAL RETURN POLICY

 

Our design team at Lotus and Lilac Collection has hand selected these products because we love them, but understand that you may need to make a return.

For most items we offer two ways to initiate a return:

  1. Through our online return portal that will populate a return label for you.
  2. Via your own preferred carrier.

Our customers are responsible for return shipping. Refunds are made to the original method of payment, less shipping and handling. Shipping and handling charges are non-refundable, unless the item received is damaged, defective or incorrect. Returns sent in that arrive with postage due will be returned to sender. Please allow 7 business days, from the date of receipt, to conduct a quality control review and issue a refund. Once a refund has been issued, you will be notified via email. Please allow 5-7 business days for the refund to post back to your account.

To return an item through our return portal follow the directions below:

  1. Start your online return here, and print your UPS label. To locate your order number, sign into your account, and view your order history.
  2. You will then be able to print a prepaid UPS label. Print the pre-paid shipping label, affix it to the package and take the package to a UPS drop-off location, or schedule a pickup!
  3. Returning an item is at your own risk. You must ensure that the item is adequately packaged, and at your option and cost, insured. We are not liable for damage caused by inadequate packaging by you or if the item is damaged or lost while being returned to us. Items that are damaged when we receive them will not be eligible for a refund.

To return an item via your preferred carrier:

If you would like to use your own return shipping method, please obtain a return authorization number from support@lotusandlilacdesign.com. Once obtained, pack and return items in original condition and packaging and send to:

 

Lotus and Lilac Design Studio

c/o Returns Department

7715 Crittenden St., 386

Philadelphia, PA 19118

 

RUGS & LIGHTING

 

Our customers are responsible for return shipping. Refunds are made to the original method of payment, less shipping and handling. Shipping and handling charges are non-refundable, unless the item received is damaged, defective or incorrect. Returns sent in that arrive with postage due will be returned to sender. Please allow 7 business days, from the date of receipt, to conduct a quality control review and issue a refund. Once a refund has been issued, you will be notified via email. Please allow 5-7 business days for the refund to post back to your account.

 

Requirements for returned Rugs:

  • Item (s)  must have been delivered in the last 15 days.
  • We only accept a return on unused items.
  • The rug must be in the original packaging. This includes all original packaging material and original factory information and paperwork.
  • There is a 35% restocking fee on all returned rugs.
  • The rug must be packaged exactly as it was shipped. Do not write or put any markings on the outside of the packaging. Any slight variation in the repackaging could cause the piece to be damaged in transit, making the return invalid.
  • Rug swatches are final sale and cannot be returned.

 

LIGHTING

 

Our customers are responsible for return shipping. Refunds are made to the original method of payment, less shipping and handling.

Shipping and handling charges are non-refundable, unless the item received is damaged, defective or incorrect. Returns sent in that arrive with postage due will be returned to sender. Please allow 7 business days, from the date of receipt, to conduct a quality control review and issue a refund. Once a refund has been issued, you will be notified via email. Please allow 5-7 business days for the refund to post back to your account.

If you receive lighting that is incorrect or damaged, please notify our customer service team within 48 hours at ​support@lotusandlilacdesign.com​ to file a claim. Any notifications or claims outside of this window will  be denied. We cannot process a claim or issue a return on lighting that has been installed. Returns sent in that arrive with postage due will be returned to sender.  

Requirements for returned Lighting:

  • Item (s)  must have been delivered in the last 15 days.
  • We only accept a return on non-installed items.
  • The fixture must be in the original packaging. This includes all original packaging material and original factory information and paperwork.
  • There is a 35% restocking fee on all returned lighting.
  • The fixture must be packaged exactly as it was shipped. Do not write or put any markings on the outside of the packaging. Any slight variation in the repackaging could cause the piece to be damaged in transit, making the return invalid.
  • Any customized lighting is non-refundable.

 

FURNITURE

 

Furniture orders may be cancelled within 24 hours of submitting the order. All orders of furniture are final after this 24 hour window. We cannot accept returns on any furniture purchases.

Furniture is carefully inspected prior to shipment, but damages do happen, and we ask that you inspect your pieces upon receipt. Please note any damages at the time of delivery. If a defect is discovered, please contact our Customer Support team at or support@lotusandlilacdesign.com.

Furniture cannot be refused due to size, please measure your doorways and entries as well as the space where the furniture will be placed, dimensions of the furniture are listed on every product.

We cannot cancel orders for in-stock merchandise once it has been transmitted to our vendors and fulfillment centers.

 

STOCKED DECOR ITEMS

 

We accept returns for decor pieces within 15 days of delivery with proof of purchase. We regret that we are not able to cancel orders for in-stock merchandise once they have been transmitted to our fulfillment center.

 

FINAL SALE & CLEARANCE ITEMS

 

Please note that Final Sale and Clearance items are not returnable or exchangeable except for manufacturing defects. These items are identified by .99 endings in price.

Questions? Contact our Customer Support team at 267.245.8007 or support@lotusandlilacdesign.com. They are available Monday through Friday 9am to 4pm EST.

 

CANCELLATION POLICY

 

Unfortunately we are unable to cancel your order once it has been received and processed by our fulfillment team. When you submit your order and the payment has been processed, it can no longer be modified or edited by our team in any way.

 

When you submit an order online, it is instantly entered into our database, your order confirmation is issued, and your payment is verified by our system. Within an hour or so, your order is transmitted to our fulfillment centers and can no longer be modified in any way.

 

Furniture orders may be cancelled within 24 hours of submitting the order.

 

In some cases, it is possible to cancel backordered items in your order, since they are not scheduled for immediate shipment.

 

If we are unable to cancel your order, please contact our support team at support@lotusandlilacdesign.com to receive a return authorization number and form to receive a full refund of your purchase, less shipping costs and re-stocking fees.

 

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