Each kit is made to order and carefully prepared before shipping. Production typically takes 7–10 business days, although processing may take slightly longer during holidays, high-volume periods, or unexpected production delays.

After production is complete, shipping generally takes 1–2 weeks. Delivery times can vary depending on your location, customs processing, carrier conditions, weather, and holiday volume.

Once your order ships, you will receive a tracking number by email. You can also view the latest updates through our Track Your Order page.

Tracking may pause temporarily while a package moves between international and local shipping partners.

Many shipments include delivery confirmation from the carrier. Proof-of-delivery photographs may also be available when the local delivery carrier provides them.

Please check the following locations first:

• Your apartment office or mailroom
• Package lockers
• Neighbors or household members
• Front, side, and back entrances
• Other secure locations around your home

Carriers occasionally place packages in protected delivery areas. You may also contact the carrier directly for additional delivery details.

Once a shipment is confirmed as delivered by the carrier, responsibility generally transfers to the recipient and delivery location. We recommend monitoring your tracking closely and retrieving your package promptly, especially at apartments and shared delivery locations.

Please contact us as soon as possible. We may be able to update your address before production or shipping begins, but changes cannot be guaranteed once an order is already being prepared or has shipped.

Our standard canvas style uses poured glue. A double-sided adhesive canvas may be available by special request when arranged before production begins.

Poured glue canvases are generally softer, more flexible, and easier to flatten. They also allow slight drill repositioning during the painting process.

Double-sided adhesive canvases provide a firmer adhesive surface but may be more sensitive to bubbles or creases. The best choice often comes down to personal preference.

Aurora Borealis, or AB, drills have a reflective coating that creates a bright, iridescent glow. Fairy Dust drills feature a delicate sparkling finish.

These specialty drills are placed in selected areas to enhance highlights and add dimension to the finished artwork.

Product images show the original artwork or a rendered preview. Because diamond paintings are recreated using individual colored drills, slight differences in detail, shading, and color blending are normal.

Larger canvas sizes generally preserve more detail than smaller sizes.

Each canvas includes a printed symbol legend designed to help you match every symbol with its corresponding drill color. Symbols and colors may vary by design, size, and rendering.

Yes. Diamond painting is beginner-friendly and does not require previous art experience. Larger areas of color blocking and round drills are often especially comfortable for first-time painters.

Please contact us with your order number and clear photographs of the issue. We will review the situation and help arrange an appropriate solution, such as replacement drills, tools, or a replacement kit when applicable.

Yes. Eleven Lilacs ships to many international destinations. Delivery times, available services, and customs processing vary by country.

Customers are responsible for any customs duties, taxes, or import charges required by their local authorities.

Cancellation requests must be submitted within 12 hours of purchase. Because kits are made to order, cancellation may no longer be possible after production has begun.

Eligible unused items may be returned within 14 days of delivery when they remain in their original condition and packaging.

Please contact us before returning an item. Unapproved returns may not be accepted, and customers are generally responsible for return shipping unless the item arrived damaged or incorrect.

Yes. Customers can join Lilac Rewards to earn Lilac Points through eligible purchases and selected activities. Points can be redeemed for available discounts and rewards.