🌿 Start Here: FAQ

🕒 How long will it take for my order to ship?

Our standard processing time is 1–7 business days. This is the time we need to carefully prepare, pack, and queue your order before it leaves our workspace.

Need it sooner?
We offer Rush Processing for a small fee — this means we’ll move your order to the front of the line and ship it within 1–2 business days.
➡️ Add Rush Processing to your cart here
Please note: This speeds up processing, not shipping.

You can also upgrade to faster or tracked shipping methods at checkout.

🌎 Do you ship internationally?

We ship worldwide wherever possible. 🌍
Please note: We are currently working to expand our service into the European Union, but some EU countries may not be available at this time. If you’re unsure, feel free to reach out and ask before ordering.

📦 Do you offer tracking?

By default, orders are shipped via the most affordable method, without tracking to help keep costs low.
You can choose to purchase tracking or upgrade your shipping at checkout if desired.

📨 How do I track my order?

If you purchased tracking, you'll receive a tracking number by email once your order ships. Please check your spam or promotions folder if you don't see it.

🛍️ Can I cancel or change my order after it’s placed?

Orders are processed quickly! If you need to make a change, email us within 12 hours and we’ll do our best to help.

🎨 Can I request a custom shade or foundation blend?

Yes — we offer custom foundation blends and shade matching services through our Custom Match Foundation studio.

➡️ Explore custom blend options here

Whether you're looking to adjust undertones, depth, or create something totally unique, we offer a range of personalized services.

🧪 Do you offer samples?

We sure do! You can build your own sample kit and try a range of foundation shades, eyeshadows, or color correctors before committing to full sizes.
➡️ Build your sample kit here

🎁 Do you include gifts with orders?

Yes — every order comes with a free gift! 💖
You’re also welcome to request something specific in the notes at checkout.

🐇 Are your products vegan and cruelty-free?

Yes. All Lilac Earth products are 100% vegan, cruelty-free, and gluten-free. We never use animal-derived ingredients, and we never test on animals.

🧴 Are your products safe for sensitive skin?

Yes — our formulas are made with clean, gentle ingredients that are ideal for sensitive skin. No added fragrances, no harsh fillers — just thoughtful, effective minerals.

💚 Are your products refillable and sustainable?

Many of our jars and containers are refillable, and we’re constantly evolving our packaging to be more eco-conscious. Most materials are recyclable or reusable, and we ship with minimal waste.

📦 Do you accept returns or exchanges?

Due to the personal nature of cosmetics, all sales are final.
However, if something arrives damaged or not quite right, contact us within 7 days of delivery and we’ll make it right. 💌

📌 Need more help?

Send us a message anytime at info@lilacearth.com — we aim to reply within 1–3 business days.


Shipping to the USA and Beyond 

Q: Will I be charged extra fees when ordering from the U.S.?

Possibly. U.S. customs may apply taxes, duties, or import fees to your order. These charges depend on your state and the value of your package, and are determined by U.S. customs — not Lilac Earth.

Q: Why are these fees happening now?

Recent changes in international shipping rules mean that some U.S. orders may now be subject to extra charges. These fees are government-imposed and collected by U.S. customs. We don’t have control over them and do not profit from them.

Q: Can you cover these fees or offer a discount to help?

We wish we could — but since these are third-party government charges, we’re unable to waive or reimburse them. We focus on keeping our product pricing fair and our shipping as affordable as possible.

Q: Can I still place an order from the U.S.?

Absolutely! We love our U.S. customers and continue to ship clean, vegan mineral makeup across the border. We just recommend checking your local customs rules before placing an order so there are no surprises.

Q: Will customs affect my delivery time?

It can, yes. We ship within 1–7 business days, but customs processing may cause additional delays once your order reaches the U.S. You may see a pause in tracking during this time — that’s normal, and tracking will resume after customs clearance.

Q: What if I don’t agree with these extra charges?

We totally understand — it’s frustrating. However, these are legal requirements set by customs authorities. If you have concerns or questions, we recommend contacting your local customs office or government representatives for clarification.

 

What Might Happen? Who Controls It? What You Can Do
Taxes, duties, or import fees U.S. Customs or your local customs agency Check your country’s import rules before ordering
Delivery delays at the border Customs processing Be patient — delays are normal for international orders
Added fees on delivery Shipping carrier (on behalf of customs) Ask your local post office or carrier for a fee breakdown
No added fees Not all orders are taxed Still good to check before checkout

 

🔎 Estimate Your Customs Fees

🇺🇸 United States
U.S. Import Duty Calculator (SimplyDuty)
→ Select "Canada" as the country of origin and enter your order value in CAD or USD.

🇬🇧 UK Customers
UK Gov VAT & Import Guide

🇪🇺 EU Customers
EU Duty Estimator (Access2Markets)

💡 Still have questions? Feel free to contact us. We're happy to help!