Support & FAQs
Frequently Asked Questions
Got a question? Here's the stuff people usually want to know before ordering.
Processing & Shipping
How long does my order take to ship?
Orders are generally processed and packed within 1–3 business days.
Everything is prepared and packed in our Saskatoon studio, then handed off to the shipping carrier you selected at checkout.
Once your order ships, delivery time depends on the shipping method and destination.
Do you ship internationally?
Yes, where shipping is available at checkout.
International shipping times vary by destination, and customs can occasionally add delays.
Do you offer tracking?
Tracking options are available at checkout where offered.
If you choose a tracked shipping method, you'll receive your tracking information by email once your order ships.
Orders
Can I cancel or change my order?
Once an order enters processing, we may not be able to make changes to it.
If you need to change or cancel something, email info@lilacearth.com as soon as possible after placing your order and we'll let you know whether we can catch it in time.
I’m not sure which shade to choose. Can you help?
Absolutely. If you're stuck between a couple of shades or finishes, email us before ordering and we'll do our best to help you choose.
Products
Are Lilac Earth products cruelty-free?
Yes. Everything we make is cruelty-free.
Are Lilac Earth products vegan?
Most Lilac Earth products are vegan. If we introduce a product in the future that isn't vegan, it will still be cruelty-free.
We'll clearly identify product-specific ingredients and information on the product page.
Do you offer samples?
We offer sample sizes of selected products when available.
Do you offer custom shades?
No. We don't currently offer custom shade matching or custom colour blending.
Returns & Order Problems
Do you accept returns or exchanges?
Our products are not refundable and we don't offer standard returns or exchanges.
Because cosmetics are personal-use products, we can't accept products back simply to be resold.
What if there's a problem with my order?
We absolutely want to know if something has gone wrong.
If your order arrives damaged, contains the wrong item, or there is another significant issue with your order, please email us as soon as possible after delivery.
We'll review the situation and, where appropriate, arrange a replacement or other resolution.
These situations are handled on a case-by-case basis and are intended for genuine order problems or other extenuating circumstances.
What if my package is lost?
If your package appears to be lost in transit, contact us and we'll help determine the next step based on the shipping method you selected.
International Orders & Customs
Will I have to pay customs fees or import taxes?
Possibly.
For US orders, applicable tariffs are included at checkout, so you shouldn't be charged those separately when your order arrives.
However, international orders may still be subject to customs fees, VAT, import taxes, brokerage fees, or other charges imposed by the destination country.
These charges are determined by your country's authorities and are the customer's responsibility.
Can customs delay my order?
Yes. Customs processing can occasionally add time to your delivery.
Once your package leaves Canada, delivery times can be affected by customs processing in the destination country.
Can Lilac Earth reimburse customs fees?
No. Customs duties, VAT, import taxes, brokerage fees, and other charges imposed by the destination country aren't fees we collect and can't be reimbursed by us.
We recommend checking your country's import requirements before ordering if you're unsure what charges may apply.
Still Have a Question?
Email us at info@lilacearth.com.
We're happy to help with questions about products, orders, shades, or shipping.
We aim to respond within 1–3 business days.