Last Updated: October 5, 2026
At Eleven Lilacs, we want you to feel confident about your purchase. If there is a problem with your order or you are not satisfied with an eligible item, please contact us and we will do our best to help.
Because many Eleven Lilacs products are made to order, please review the return conditions below carefully before making a purchase.
1. 14-Day Return Policy
For eligible products, you may request a return within 14 days after the date your order is delivered.
Contact us within that 14-day period to begin the return process.
To qualify for a return, the item must generally:
- Be unused and unworked
- Be in the same condition in which you received it
- Be returned in its original packaging
- Include all original kit components and accessories
- Include proof of purchase or your order number
For diamond painting kits, a kit that has been started, including a canvas that has been worked on or supplies that have been substantially opened or used, may not qualify for a standard change-of-mind return.
2. How to Request a Return
Before mailing anything back, contact:
Please include:
- Your name
- Order number
- Item you would like to return
- Reason for the return
- Photos when applicable
If your return is approved, we will provide return instructions.
Do not send a return without authorization.
Items returned without prior approval may not be accepted or may experience significant processing delays.
3. Return Address
Approved returns should be sent according to the instructions we provide.
Our return mailing address is:
Eleven Lilacs
PO Box 513
US Highway 60 E Unit #780
Republic, MO 65738
United States
Please do not send packages to this address until your return has been authorized.
4. Return Shipping
For ordinary returns that are not caused by an Eleven Lilacs error, the customer is responsible for return shipping costs.
We recommend using a trackable shipping service when returning an item.
Eleven Lilacs is not responsible for return packages that are lost or damaged before reaching us.
Original shipping charges are generally non-refundable for change-of-mind returns, except where required by applicable law.
If the return is necessary because we sent an incorrect, damaged, or defective product, we will provide an appropriate remedy and will not require you to pay return shipping where applicable.
5. Damaged, Defective, or Incorrect Items
Please inspect your order promptly after delivery.
If your order arrives:
- Damaged
- Defective
- Incorrect
- Missing an item
- Missing a significant kit component
please contact us as soon as possible, preferably within 7 days of delivery.
Contact:
Please include:
- Your order number
- A description of the problem
- Clear photographs of the affected item
- Photographs of the packaging when shipping damage is involved
- Photographs of any incorrect or missing components when applicable
Depending on the circumstances, we may offer an appropriate solution such as:
- Replacement of the affected item
- Replacement parts or missing components
- A partial refund
- A full refund
- Another reasonable resolution agreed upon with you
Please do not discard damaged products, packaging, canvases, drills, or other affected materials until we have reviewed your request, as photographs or additional information may be required.
6. Missing Diamond Painting Components
If your diamond painting kit is missing drills, accessories, or another required component, contact us with your order number and a description of what is missing.
Where appropriate, we may arrange replacement components rather than requiring the entire kit to be returned.
If you discover that you are short on a drill color while completing your canvas, please include the applicable symbol, color number, or other identifying information if available.
7. Made-to-Order Products
Many Eleven Lilacs diamond painting kits are made to order, meaning production begins after your order is placed.
A product being made to order does not automatically make it non-returnable under our standard U.S. store policy unless it is personalized, customized specifically for you, designated as non-returnable, or otherwise excluded below.
However, because production may begin shortly after purchase, order cancellations may not always be possible once manufacturing has begun.
Please contact us as soon as possible if you need to request a cancellation.
8. Custom and Personalized Products
Products made specifically to your individual specifications or personalized for you generally cannot be returned for change-of-mind reasons.
Examples may include:
- Custom artwork
- Personalized diamond painting designs
- Products using a customer-provided image
- Items customized with a name or other personal information
- Other products specifically created according to your individual instructions
If a custom or personalized item arrives damaged, defective, or materially different from what was ordered, please contact us so we can review the issue.
9. Non-Returnable Items
Unless required otherwise by applicable law, the following are not eligible for ordinary returns:
- Personalized or custom-made products
- Products created from customer-supplied artwork or photographs
- Gift cards
- Clearance items identified as final sale
- Final-sale products
- Used products
- Started diamond painting kits
- Items returned incomplete
- Items damaged after delivery due to misuse, improper handling, or storage
- Products returned outside the applicable return period without prior approval
Please contact us before purchasing if you are unsure whether an item is eligible for return.
10. Special and Promotional Products
Items purchased during a promotion or sale may still be returnable unless the product was specifically identified as:
Final Sale
or otherwise identified as non-returnable at the time of purchase.
Discounted pricing alone does not automatically make an item final sale unless stated.
11. Exchanges
We do not currently offer direct exchanges.
If you purchased an eligible product and would like a different:
- Design
- Canvas size
- Drill shape
- Product
you may return the original eligible item in accordance with this policy and place a new order.
Because many of our products are made to order, contacting us before production begins may sometimes allow us to correct an accidental selection, but changes are not guaranteed.
12. Refund Process
Once we receive an approved return, we will inspect the item.
We will notify you whether the refund has been approved.
If approved, Eleven Lilacs will issue the applicable refund to your original payment method unless another arrangement is required or agreed upon.
We generally aim to issue approved refunds within 7 business days after completing our inspection.
After Eleven Lilacs issues the refund, your bank, card issuer, or payment provider may require additional time to post the funds to your account.
If more than 10 business days have passed after we have confirmed that your refund was issued and you still have not received it, please contact:
13. Refund Amounts
For an approved standard return, your refund generally covers the purchase price of the returned eligible item.
Original shipping charges are not normally refundable when an item is returned because you changed your mind, except where required by law.
Return shipping costs may also be deducted from the refund if Eleven Lilacs provides a prepaid return label for a return that would otherwise be the customer’s responsibility.
If the return results from our error, damage, defect, or an incorrect item, we will determine the appropriate refund or replacement without charging you for costs that should reasonably be our responsibility.
14. Partial Refunds
In some circumstances, only a partial refund may be appropriate.
Examples may include an authorized return that:
- Is missing non-essential packaging
- Has minor damage not caused by Eleven Lilacs
- Has been handled beyond what is reasonably necessary to inspect it
- Is missing components
We will inform you before issuing a reduced refund where applicable.
This does not affect rights that cannot legally be restricted under applicable consumer protection laws.
15. Lost or Stolen Packages
A package marked as delivered by the shipping carrier does not automatically qualify for a refund.
If tracking shows your package as delivered but you cannot locate it, please:
- Check around the delivery location
- Check with household members
- Check with neighbors when appropriate
- Contact the shipping carrier
Then contact us if you still need assistance.
We will review the circumstances and available tracking information.
Where appropriate, we may assist with a carrier inquiry or claim.
Fraudulent claims regarding lost, stolen, or missing packages may result in refusal of future orders.
16. Packages Lost in Transit
If tracking information indicates that a package may have been lost while in transit, contact us.
We may need to wait for the carrier’s investigation or confirmation before determining the appropriate resolution.
Depending on the circumstances, an eligible lost shipment may qualify for:
- Replacement
- Reshipment
- Refund
17. Incorrect Shipping Address
Customers are responsible for providing a complete and accurate shipping address at checkout.
If you notice an address error, contact us immediately.
We cannot guarantee that an address can be changed once an order has entered production, fulfillment, or shipment.
If a package is returned because of an incorrect or incomplete customer-provided address, additional shipping charges may apply before it can be reshipped.
Refunds for such orders may exclude shipping costs and other nonrecoverable expenses where permitted by law.
18. Refused or Unclaimed Packages
Packages that are refused, abandoned, or left unclaimed may be returned to Eleven Lilacs or another fulfillment location.
If an eligible package is returned to us, any refund may be reduced by shipping, return shipping, customs charges, or other expenses incurred as a result, where permitted by law.
19. Pre-Orders
Pre-order products may have longer production or fulfillment periods.
Unless otherwise stated on the product page, Eleven Lilacs pre-orders may require approximately 3–4 weeks before shipment.
If you request a cancellation before production has begun, we may be able to cancel the order.
Once production or customization begins, cancellation may no longer be possible.
Any defective, incorrect, or damaged pre-order product remains subject to the applicable protections described in this policy.
20. European Union and EEA Customers
Consumers in the European Union or European Economic Area who purchase eligible products online generally have a legal right to withdraw from the purchase within 14 days after receiving the goods, without providing a reason.
For an eligible withdrawal, the customer is generally responsible for the direct cost of returning the product unless Eleven Lilacs has agreed otherwise or applicable law requires otherwise.
The product may be inspected in the same way it reasonably could be inspected in a physical store. A reduction in refund value may apply where legally permitted if the product has been handled beyond what is reasonably necessary to determine its nature, characteristics, and functioning.
Certain products are excluded from the statutory withdrawal right.
In particular, the statutory 14-day withdrawal right may not apply to products that are:
- Made according to the consumer’s individual specifications
- Clearly personalized
- Otherwise exempt under applicable consumer law
This may include certain custom diamond paintings created from customer photographs, personalized artwork, or designs specifically produced according to an individual customer’s specifications.
Nothing in this policy limits statutory rights relating to defective, damaged, incorrect, or nonconforming goods.
21. Consumer Rights
This policy is intended to describe Eleven Lilacs’ return and refund procedures.
Nothing in this policy is intended to waive or restrict any consumer right or remedy that cannot legally be waived or restricted.
Where applicable law provides you with greater rights than those described in this policy, the applicable law controls.
22. Chargebacks and Payment Disputes
If you experience a problem with an order, we encourage you to contact us first so we have an opportunity to resolve the issue.
Submitting a chargeback does not automatically establish that a refund is owed.
We may provide payment processors or financial institutions with applicable order information, tracking records, communications, delivery confirmation, and other evidence when responding to a payment dispute.
This section does not prevent you from exercising legitimate rights available through your card issuer, payment provider, or applicable law.
23. Contact Us
For return, refund, replacement, damaged-item, or order-related questions, contact:
Eleven Lilacs
Email: support@elevenlilacs.com
Website: elevenlilacs.com
Mailing Address:
PO Box 513
US Highway 60 E Unit #780
Republic, MO 65738
United States