Refund policy

Our Promise to You

Each piece from The Lilac Tree is lovingly handcrafted, destined to become part of your most treasured memories. We hope you adore your purchase, but should you need to return or exchange an item, please read our policy below.

Bespoke & Made to Order
There is no charge for our bespoke design appointments, which last around 45 minutes — giving us plenty of time to explore your ideas and inspirations.

If you choose to commission a bespoke headdress, a 30% non-refundable deposit is required at the time of booking. As each piece is individually designed and handcrafted just for you, all bespoke bridal headdresses are non-refundable upon delivery. These pieces are non-refundable unless they arrive to you damaged or faulty. Please allow 4-8 weeks for a bespoke headdress to be delivered. We will always work closely with you during the design process to ensure your piece is everything you dreamed of. 

Ready-to-Ship Keepsakes
If your ready-to-ship item isn’t quite what you hoped for, you are welcome to return it within 14 days of delivery for a refund or exchange, provided it is unworn, in its original packaging, and in perfect condition. 

In the Unlikely Event of Damage
Should your piece arrive damaged, please contact us within 48 hours of delivery with photographs so we can arrange a swift replacement or refund. We take the utmost care in packaging, but will always make things right should anything happen in transit.

How to Arrange a Return

  1. Email info@thelilactreebridal.com with your order number and reason for return.

  2. Once approved, return your item carefully packaged using a tracked delivery service of your choice.

  3. Please note that return postage costs are the responsibility of the customer. We recommend using a reputable carrier, as we cannot be held responsible for returns lost in transit.

  4. We will process your refund within 5–7 working days of receiving your item.

 

A Note on Exclusions

  • Earrings cannot be returned for hygiene reasons unless faulty.

  • Any items that have been altered at your request are non-refundable.

Every piece we make carries a little of our heart — thank you for choosing The Lilac Tree to be part of your story.