Any Questions?


Click each of the FAQ's below to get the answer that you need.

What if the item I got is defective or damaged?

Our team works tirelessly to ensure that there is quality-control for every item that we ship. With a series of checking in the sewing, embroidery, fulfillment, and delivery process - there is a chance your garment/item will pick up some flaws along the way. Although the majority of these minor imperfections will come out in the first wash with traditional detergents/stain removers. If the imperfection remains, please email us at and include the following:

Order No:

Name on the order:

Email address:

Clear picture of the damaged item:

This policy lasts 14 days after the tracking status shows delivered. If 14 days have gone by since your purchase, unfortunately, we cannot offer you a refund or exchange. If applicable, we will replace an item that is defective/damaged.

Can I cancel my order?

If your order was completed already, we will not be able to cancel it as orders go into production and fulfillment as soon as you complete your purchase.

What are the payment types available?

We ensure that we accommodate everyone who loves to shop in our store, so we accept modes of payments like credit cards - Visa/Amex/Mastercard, and also debit cards. We also offer PayPal!

My credit card is not working. What should I do?

We take a variety of cards for payment. If yours is not working, please check that your billing address and zip code are the correct ones attached to your credit card. Sometimes if these are incorrect, the payment will not go through. Please re-try adding your billing address, then the payment and see how it goes.

If it does not go through, it is most likely because our system does not accept the type of card you are using. The last option would be to attach your card to Shopify Pay or Google Pay to make the payment that way.

When will my order ship?

Once your order has been placed, your order will begin to process by the next business day. All orders are processed in 2-3 business days. Once your order is ready, a tracking number will be sent to you so you can follow along until delivery. Keep in mind that shipping may take up to two weeks if you ordered during a busy launch period; however, we promise to work hard to try to get it to you sooner.

My package is lost, or I believe it was stolen, what should I do?

Check your tracking number in your shipping confirmation e-mail to make sure the package has been recorded as delivered and double-check the mailing address in the e-mail to make sure it is right. Please make sure your mail carrier did not perform any of the following before contacting us:

• Put your package in your mailbox

• Leave your package at your back door or in your garage

• Leave your package with your neighbors or with whoever opened the door at your address

• Leave your package with the front office or front desk if you live in an apartment, dorm, or gated community

• Leave your package in your post office box, or in a parcel locker at your local post office, or at a parcel locker in your neighborhood.

If you have a missing shipment, we will do everything we can to assist you in finding a solution. However, depending on the conditions, this could take several days because we'll have to file a claim with the delivery company and interact with them to figure out what's going on. Please contact us with your order details, and we'll get started.

What if an item I want to order is Out of Stock?

We know how disappointing it is to fall in love with a piece only to discover it is sold out! Don't worry, we've got you covered! To be notified when an item is back in stock, sign up for notifications once they are available!

Are your beauty products returnable?

Beauty products are perishable, meaning they have an expiration date and must maintain grade A hygienics. Due to the nature of these products, unfortunately, we cannot accept returns on these items.

Can I change my shipping address?

Oops, your order not being sent to the right place? We can help you out! If your order has not been shipped, please send us the new details and we'll correct it for you.

Note that we can only ship your order to the address that you've put in the order. If you provided an incorrect address and it has been delivered there already, we won't be able to retrieve it for you so please check your address carefully before placing your order!

How is my item packaged?

We are thrilled as you are to receive your order so we always pack it with care! It will be put in a beautiful box with good and safe packaging because we want you to feel how special these products are. It will be on a branded package so you will exactly know what product is waiting on your doorstep.

How can I take care of my orders?


Our fabric is made of 60% polyester and 40% cotton which makes it quite resilient and easy to clean. To maintain its vibrance and softness, we recommend washing in a delicate cycle with lukewarm or cold water, using a mild and color-safe detergent. For drying, set your dryer on low-heat or tumble dry. 


Our beauty products are always cruelty-free, and we use organic ingredients as much as possible. For a complete list of ingredients please read the description of each item listed on the website. If you have a sensitivity to any of the ingredients in an item, please refrain from purchasing. All products must be stored in a dry area and away from heat. Our bath bombs, as well as most of our other beauty products, are made with all natural, organic ingredients so they have a shelf life of up to one year. 


Remove jewelry before showering, bathing, applying lotions and sprays, and participating in any sport-like activities. This will help the jewelry maintain its shine and high-quality appearance. Use a soft, clean cloth to clean and shine the jewelry. We recommend doing this weekly or at least once a month. We recommend storing your jewelry in a soft cloth, velvet or cotton drawstring bag. Keep chains clasped to keep them from becoming tangled.

Can I send my order as a gift to someone?

Thinking of giving a special someone you favorite Lilac Butterfly products? It will be a perfect gift! You can ship a Lilac Butterfly item to that lucky someone by writing their address as the shipping address while your address as the billing address. That easy!

Do you have secure payment?

Your payment privacy and security is our priority. No worries because we us Shopify Payments and it uses a highly secure and encrypted payment system that was designed to protect you and us, merchants.

How can I use a discount code?

Whenever we are on sale, we want you to save money! So you can simply go to checkout page and there will be a discount code box to enter your code and make sure to Apply. It will be offered befoe the payment page so you'll know right away how much you can save.

Note: One discount code can be used in a single order. You may see strikethrough prices too which usually mean it's on sale. Also make sure to always check your email for our latest offers and to know the details.

How can I get in touch with you?

Our email contact is

We always check our mailbox so expect answers within 24 hrs. Other times, please be patient if there's any slight delays on response time but we always work as quickly as possible to give responses needed. We can only promise that we will not leave your messages on 'read'.

Can I provide feedback to The Lilac Butterfly?

Definitely! We will always love hearing your thoughts and feedback as it will help us to thrive more to become better. Feel free to tell your stories and experiences with us because we will treasure that. Email us at

What is a Kozy Kit?

We've created the Kozy kits to teach others how to give themselves the break that they deserve. Included are goodies that are comfy, relaxing and provides happiness and fun that are handy for a self-care day.

Our Kozy kits aim to give inspiring and cheerful messages so that they bring a smile to someone's face. We want to deliver happiness, hope and relaxation in every single package and give people something to look forward to. It’s time we begin to love ourselves enough to give ourselves a break!

We have 3 kit options to choose from depending on the level of relaxation and self-care you need. We hope that each kit gives you everything you need to recharge yourself.