Refund policy

Special edition book & Merchandise Orders:

Orders can be cancelled if the order has not yet been shipped. Once shipped, orders cannot be cancelled or returned. We do not accept international returns.

Import Taxes:

The buyer is responsible for any import taxes imposed by their home country. Outside of the United Kingdom, buyers should check the import duty threshold and rates for their country to determine applicable VAT/duty/handling fees.

Order Fulfillment and Delivery:

Orders will be fulfilled by the estimated delivery date provided in the Shipping Confirmation, or within 30 days if no delivery date is specified, unless exceptional circumstances occur. If delivery cannot be completed within 30 days of the Shipping Confirmation, we will inform you, cancel the order, and provide a refund. Delivery is considered complete when our authorized courier company delivers the products to the shipping address provided during the order process. If no one is available at the address, the courier will follow provided delivery instructions or leave the order in a safe area, or at a local post office for pickup. Once an order has been delivered any damages and/or missing parcels must be raised to us within 14 days of stated delivery. 

Responsibility and Liability:

Once delivery is completed, the risk of any damage or loss of the order is transferred to the customer. Lilac Library shall not be liable for any damage, defect, or loss occurring after delivery. Customers are responsible for any damages or losses due to ambiguity regarding specified safe delivery spots. Refusal of delivery does not negate charges, and Lilac Library is not liable for losses sustained due to refusal by the courier. 

Missing or Damaged Items:

If items are missing or the box arrives damaged, Lilac Library will offer appropriate replacements or refunds in accordance with consumer rights. Claims must be made within 14 days of receipt, supported by photographic evidence. Claims made after this period will not be eligible for refunds. Damaged books will be assessed on a case-by-case basis and return shipping costs may be covered by Lilac Library’s depending on the severity of damage.

Please review the below for detailed information regarding our book damage criteria:

- Clearly visible dents   >20 mm

-Crushed edge or corner   >20 mm

-Crushed spine   >20 mm

-Bent pages   more than 1 page and more than 20 mm        

-Creased jacket   >20mm

Unfortunately, we cannot accept returns on sale items or gift cards.

By purchasing from Lilac Library, you agree to abide by the terms outlined in this policy. If more than 15 business days have passed since we’ve approved your refund, please contact us at support@lilaclibrary.co.uk