FAQ

Frequently Asked Questions

1. How can I contact Lilura?

You can reach our team by emailing team@lilura.shop or calling us at +1 718-447-2883. We’re available Monday–Friday, 9:00 AM–6:00 PM (Eastern Time).

2. What are your shipping options and costs?

We currently ship within the U.S. only.

  • Free shipping on orders over $60
  • $6.5 flat rate for orders under $60
    All orders are shipped via trusted carriers like USPS and DHL.

3. Do you ship internationally?

At this time, we do not offer international shipping. Orders placed outside the U.S. will not be processed.

4. What is your return policy?

We accept returns within 14 days of delivery for eligible items. Items must be unused, in original condition, and in their original packaging.

5. How can I return an item?

To start a return, please email us at team@lilura.shop with your order number and the reason for return. We’ll provide instructions and a return address.

6. When will I receive my refund?

Once your return is received and approved, your refund will be processed within 5–7 business days. The amount will be returned to your original payment method.

7. Can I exchange an item?

We do not offer direct exchanges. If you’d like a different item, please return the original item and place a new order.

8. Are there any non-returnable items?

Yes. The following items are non-returnable for hygiene and safety reasons:

  • Opened desk pads or accessories
  • Items marked as Final Sale

9. How do I track my order?

Once your order ships, you’ll receive a confirmation email with tracking details. You can also log into your account to view tracking updates.

10. How can I cancel my order?

If your order hasn’t been processed yet, contact us immediately at team@lilura.shop. We’ll do our best to cancel it. Once shipped, cancellations are no longer possible.

11. What payment methods do you accept?

We accept all major credit and debit cards, including Visa, MasterCard, American Express, Discover, as well as Shop Pay, Apple Pay, and Google Pay.

12. Is my payment information secure?

Yes. Our website is powered by Shopify, which uses industry-standard SSL encryption to protect your data. We do not store your full credit card information.

Still have questions?
Feel free to reach out to our support team. We’re happy to help!