Support & FAQs

Processing & Shipping

How long will my order take to ship?

Our standard processing time is 1–6 business days. This allows us to prepare, pack, and queue your order before it leaves the studio.

Need it sooner?

Rush Processing is available for an additional fee. Rush orders ship within 1–2 business days.

Please note, rush processing speeds up preparation time, not shipping transit time.

Shipping upgrades and tracking options are available at checkout.

Do you ship internationally?

Yes, we ship internationally where available.

Shipping times and availability may vary by region. If you are unsure whether we ship to your country, please contact us prior to placing your order.

Do you offer tracking?

Tracking is available as a shipping upgrade at checkout.

If tracking is selected, you will receive a tracking number by email once your order ships.

Can I cancel or change my order?

Orders enter processing quickly. If you need to make a change, please email us within 12 hours of purchase and we will do our best to accommodate your request.

Products & Formulation

Are your products vegan and cruelty-free?

Yes. All Lilac Earth products are vegan and cruelty-free.

Are your products suitable for sensitive skin?

Our products are developed or carefully selected with reactive and redness-prone skin in mind. However, individual sensitivities vary, and we recommend patch testing prior to first use.

Do you offer samples?

Yes. Sample options are available so you can explore undertones and finishes before purchasing full sizes.

Do you offer custom shade matching?

Custom shade services are available for clients seeking undertone or depth adjustments. Visit our Custom Blend section for details.

Returns & Support

Do you accept returns?

Due to the hygienic nature of cosmetics, all sales are final.

If your order arrives damaged or incorrect, please contact us within 7 days of delivery and we will assist you promptly.

International Orders & Customs

Will I be charged additional import fees?

International orders may be subject to taxes, duties, or customs fees determined by your local government. These charges are outside of our control and are the responsibility of the customer.

Will customs affect delivery time?

Customs processing can occasionally cause delays. Once a shipment reaches your country, transit times may vary depending on local inspection procedures.

Can Lilac Earth reimburse customs fees?

No. Import duties and taxes are government-imposed and cannot be waived or reimbursed by us.

We recommend reviewing your country’s import regulations before placing an order.

Need Additional Assistance?

Email us at info@lilacearth.com

We aim to respond within 1–3 business days.