Shipping policy
Thank you for shopping with Eleven Lilacs. Every diamond painting kit is thoughtfully prepared to order and carefully packaged before beginning its journey to your home.
Production Time
Most orders are made to order and require approximately 1–2 weeks for production before shipment.
During holidays, promotional events, or periods of high order volume, production may take slightly longer. If a significant delay occurs, we will notify you using the email address provided with your order.
Shipping Time
Once your order has shipped, estimated delivery is typically 1–2 weeks, depending on your destination.
Estimated total delivery timeframe (production + shipping): approximately 2–4 weeks.
Please note that delivery estimates are not guaranteed and may vary due to circumstances outside our control, including:
- Weather conditions
- Customs processing for international shipments
- Carrier delays
- High shipping volumes during holidays
- Local postal service delays
Order Tracking
Once your order has shipped, you will receive a shipping confirmation email containing your tracking information (when available).
Please allow up to 48 hours for tracking updates to appear after your package has been dispatched.
Shipping Address
Please carefully review your shipping address before placing your order.
Eleven Lilacs is not responsible for delays, lost packages, or additional shipping costs resulting from incorrect or incomplete shipping information provided during checkout.
Lost, Stolen, or Delayed Packages
After your package has been accepted by the shipping carrier, delivery is managed by the carrier.
If your tracking shows Delivered but you cannot locate your package, we recommend:
- Checking around your delivery location
- Asking household members or neighbors
- Contacting your local postal carrier
- Waiting 24–48 hours, as some carriers scan packages before final delivery
If you still cannot locate your package, please contact us at support@elevenlilacs.com, and we'll gladly assist you in working with the carrier whenever possible.
International Orders
International orders may be subject to customs duties, import taxes, VAT, or other government fees imposed by your country's customs authority.
These charges are the responsibility of the customer and are not included in the purchase price or shipping cost.
Questions?
If you have any questions about your order or shipping, we're always happy to help.
Customer Support