Returns Policy

• Please reach out to us at rose@lilacbabes.com within 7 days of receiving your order. As a small indie brand we work directly with our production partners to keep costs low and quality high – which means tighter timelines. Once we grow (thanks to Babes like you!) we’ll expand this!
• Include in the email:
  • Your order number;
  • Photos, where relevant, of the issues.

What happens next?

• We aim to process all requests within 7 working days.
• If your return or refund request is approved, please contact our customer service team to obtain the correct return address and instructions. Returns sent without prior confirmation may not be accepted.
• Lilac Babes will not accept unconfirmed returns.

Returned items

• All returned items should be unused, unworn, and unwashed. 
• Tapstitch does not accept worn, stained, damaged, or altered items. 
• We do not provide freight-to-collect (FTC) service for returning the package; the return shipping cost will be at your own expense.

Refund

• If your refund request is confirmed, Lilac Babes will return the money to the account used to pay for the order in the currency it was initially bought in.

Can all items ordered from Lilac Babes be returned?

Our return policy applies to most items, but a few exceptions exist. Those listed below cannot be returned:

• For hygiene reasons, tights, underwear, pajamas, swimsuits, socks, and masks cannot be returned;
• Customized products; once your item is customized through our customization options it becomes truly a one of a kind item and these cannot be returned.
• Sample items;
• Deliberately damaged items;
• Items sent back for return more than 7 days from the date of receipt;
• Items accurately printed according to the designs or tech packs provided to Lilac Babes that the purchaser decides are not what they intended or no longer want;
• Items deemed to no longer be required due to delayed delivery are delayed due to misinformation provided to Lilac Babes, such as the recipient’s incorrect phone number or shipping address.

Can I cancel my order and get a refund before my order arrives?

• Orders can only be canceled and fully refunded while they are in the “In Review” status.
• Should you wish to cancel your order, please get in touch with Lilac Babes’ customer service team at rose@lilacbabes.com.

Can I get a refund if my order is not shipped on time?

Small-volume orders

• We aim to complete the production of small-volume orders within 3-7 working days and to ship items no later than the 8th working day (calculated from the date the order is paid for). 
• If you have not received any logistics or shipping information by the end of the 7th day, we will refund you a maximum of 10% of your original commodity price as compensation.*

Bulk orders

• We aim to complete the production of bulk orders within 7-15 working days and to ship items no later than the 16th working day (calculated from the date the order is paid for). 
• If you have not received any logistics or shipping information by the end of the 16th day, we will refund you a maximum of 10% of your original commodity price as compensation.*

*In the scenarios above, this refund is not applicable if the shipment is delayed due to relevant changes on the customer side (design modification, additional design requirements, wrong address, etc.). Tapstitch is the arbiter of what relevant changes are. 

How long do I have to submit a return or exchange request?

• Any claims for misprinted/damaged/defective items must be submitted within 7 days of receiving the product. 
• For packages lost in transit, all claims must be submitted no more than 7 days after the estimated delivery date.