Lilac Shade

Hello, Thank you for your responseUnfortunately, I still am not satisfied with this outcomeAt the time of my return, the refund policy did state that store credit OR refunds were availableThat is the only reason I requested a refundI would not have done so if the policy at the time only stated store credit for returnsIn addition, I had to pay for return shipping which I am not even requesting a refund for, as that was stated in the policyI completely agree and respect following policiesI do not agree, however, with agreements being made as per a policy in place and the agreement not being fulfilled due to a policy changingThat is unfair and essentially customer deceitUnfortunately, I did not take a picture of the policy at the time to prove this, however in retrospect I strongly wish I hadI did not expect the company to not only quickly change its policy, but also blatantly lie about itIn regards to the shipping refund, I was rightfully refunded that charge as it was an error in the online cartThe cart did not accurately update the shipping charge to be free, as there was a promotion at the time for free shipping if I spent over a certain amount, which I didI contacted the online chat and made them aware of this issue during my checkout processThey advised me to continue with the checkout and pay the fee, and it would be refunded as it was incorrectly chargedI sincerely hope this issue is rectified and I am refunded what I was promised when the original policy was in placeBest,***

Hello,Thank you for bringing this to my attention.I have checked on the transaction details and the customer was offered a resolution to allow her to return the item and will process a Store Credit based on our Return Policy as soon as we receive the returned itemPlease check attached email for reference.I hope we can still rectify this concern with the customer and hoping for her cooperation as we requested from the email that we have sent to her.Thank you,LaneDirector of Customer SupportLilac Shade

Hello,Thank you for bringing this to our attentionI understand that Ms Sarah *** would like to request for a refund due to advertisement on our Shipping and Delivery Days.Ms ***, placed her order on April 21, and with our policy, we have 3-business days to complete the order and
once completed, we have 5-business days to deliver.This policy can be found in our website from this link: https://www.lilacshade.com/pages/shipping-faqAnd I believe, she was also redirected to this page by our Customer SupportPlease see attached file for reference. Items were completed and shipped out on April 27, and from that date, we have 5-business to deliverAnd as of today, we are on the 5th business days. One of the items - × Nola | 12pcs Fashion Vintage Punk Midi Rings Set (Gold), has an expected delivery date of May 8, and for the other item - × Nayeli | Vintage Loose Lace Lantern Sleeve Short Dress (S / Yellow), we are waiting for the shipping portal to update for the EDD.With her question, why the items are from ChinaWell, our international warehouse is located there to accommodate our customers all cross the globeDepending on the item availability, we ship from the closest warehouse that has the product available.Should she not be satisfied with the dresses, she can proceed with our Return Process: https://www.lilacshade.com/pages/return-policyShould you have questions, please let me know.Thanks,LaneDirector of Customer SupportLilac Shade

Hello, After reviewing the details on your order, You ordered items, swimsuit jumpsuit. Swimsuit was delivered within the time frame stated in LilacShade shipping FAQ. However both items were shipped at the same time there was a delay in shipping with *** *** ***
where the 2nd item " Jumpsuit" was lost in transit. As promised we did reship that item and the expected delivery date is shown at the shipping link provided by ***We have also sent these details to you via email. I also do want to apologize for the inadequate communication. Thanks Nea

Hello [redacted], First I want to apologize.  After reviewing your order, You ordered 2 items and you are unhappy with 1 Gia | Floral Printed Deep V-Neck Chiffon Maxi Dress. I alos see notes on your order that our support rep did note on your order that...

you wanted to request a refund In which the rep did request that on your behalf.  However that refund request was not approved as our return policy does state no refunds. [redacted] .  The company does have polices set in place that we have to go by. I do also see that you were issued a refund for your shipping fee We did provide you store credit as promised in our return policy.  I have also reset you the details regarding how to redeem your credit. Again we apologize for the misunderstanding. Thanks Nea

Hello, Thank you for your response. Unfortunately, I still am not satisfied with this outcome. At the time of my return, the refund policy did state that store credit OR refunds were available. That is the only reason I requested a refund. I would not have done so if the policy at the time only stated store credit for returns. In addition, I had to pay for return shipping which I am not even requesting a refund for, as that was stated in the policy. I completely agree and respect following policies. I do not agree, however,  with agreements being made as per a policy in place and the agreement not being fulfilled due to a policy changing. That is unfair and essentially customer deceit. Unfortunately, I did not take a picture of the policy at the time to prove this, however in retrospect I strongly wish I had. I did not expect the company to not only quickly change its policy, but also blatantly lie about it. In regards to the shipping refund, I was rightfully refunded that charge as it was an error in the online cart. The cart did not accurately update the shipping charge to be free, as there was a promotion at the time for free shipping if I spent over a certain amount, which I did. I contacted the online chat and made them aware of this issue during my checkout process. They advised me to continue with the checkout and pay the fee, and it would be refunded as it was incorrectly charged. I sincerely hope this issue is rectified and I am refunded what I was promised when the original policy was in place. Best,[redacted]

the item I ordered is a fraud item it looks nothing like the picture. I'm sure the rest of the items are fraud I do not want store credit. I want a full refund of all my money. The items are nothing like the picture. False advertisement from the company and the only way this can be solve is with a return label sent to my email and a full refund of $199.99. I was told that I was going to receive a return label and I never did. The company has told me so many lies. I have a recorded conversation addressing those lies to them.

Hello,We understand that Ms Vanessa [redacted] was not happy with the items she purchased.That's why we offered her to return the item and we will refund once the returned item is received, in which should have not been the case. Customer will shoulder the Return Label if Lilac Shade is not at fault.Just to provide you with details on what really happened:April 15, 2017 - Ms. [redacted] has placed her order for 1 × Lera | 2 Piece [redacted]April 18, 2017 - Item was shipped outApril 20, 2017 - Item was delivered.On the 19th, Ms. [redacted] contacted us to request for her Express Shipping Fee to be refunded as she claimed that she was not informed about the 3-5 business days processing time. However, this was also available in our Shipping & Delivery FAQs in the website: https://www.lilacshade.com/pages/shipping-faqBased on our Store Policy, we have 3-5 business days to process/complete the order and 5-10 business days to deliver the item. In this case, we are within the time frame. So, refund for shipping is not applicable.On the 20th, she emailed us that she wants to return the item and she was given an approval for a Store Credit in which she did not agree on.Thus, a follow up is needed so we can work on the refund once we receive the returned item. She just needs to return the item first and she was informed too that a return label will be refunded too.She was advised that we can still work on things out, we just need her to be patient and cooperate. But unfortunately, she wants it her way.Thank you for this chance to explain our side. Hoping we can make things better.PS: I have attached in my previous response a copy of the email that we had with Ms. [redacted]. Attaching it again for reference.Sincerely,LaneDirector of Customer SupportLilac Shade

Hello,Thank you for bringing this to my attention.I have checked on the transaction details and the customer was offered a resolution to allow her to return the item and will process a Store Credit based on our Return Policy as soon as we receive the returned item. Please check attached email for...

reference.I hope we can still rectify this concern with the customer and hoping for her cooperation as we requested from the email that we have sent to her.Thank you,LaneDirector of Customer SupportLilac Shade