Refund policy

At Eleven Lilacs, we want you to be happy with your purchase. If you're not completely satisfied, we're here to help.

Although most of our diamond painting kits are made to order, eligible items may still be returned in accordance with this policy.

Returns

We have a 14-day return policy, which means you have 14 days after receiving your order to request a return.

To be eligible for a return, your item must:

Be unused and in the same condition that you received it.
Be in its original packaging with all original tags (if applicable).
Include proof of purchase or your order confirmation.

To start a return, please contact us at support@elevenlilacs.com.

If your return request is approved, we'll provide instructions on how and where to send your package.

Return Address:

Eleven Lilacs
PO Box 513
US Highway 60 E Unit #780
Republic, MO 65738
United States

Please note that items returned without prior authorization will not be accepted.

Return Shipping

Unless the return is due to our error (such as receiving a defective, damaged, or incorrect item), customers are responsible for return shipping costs. Original shipping charges are non-refundable.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives. If your item is damaged during shipping, defective, or you receive the incorrect item, contact us within 7 days of delivery. Please include your order number along with clear photos of the issue so we can evaluate it and provide an appropriate solution as quickly as possible.

Non-Returnable Items

The following items cannot be returned:

Personalized or custom-made products.
Gift cards.
Clearance or final sale items.

If you're unsure whether your item qualifies for a return, please contact us before making a return request.

Exchanges

We do not offer direct exchanges. If you would like a different item, simply return the eligible item for a refund and place a new order.

European Union 14-Day Cooling-Off Period

If your order is shipped to a country within the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without providing a justification.

Returned items must be unused, in their original packaging, and accompanied by proof of purchase.

Refunds

Once we receive and inspect your returned item, we'll notify you of the outcome of your return request. If approved, your refund will be issued to your original payment method within 7 business days.

If more than 10 business days have passed since your refund was approved and you have not received it, please contact us at support@elevenlilacs.com.

Our goal is to make every customer experience a positive one. If you have questions about your order or this policy, please don't hesitate to contact us before initiating a return. We're always happy to help.