FAQs and Policies
WHAT ARE YOUR AGE RECOMMENDATIONS FOR SIZES?
Women/Men: Adult (3.5" at widest part)
Child: 4-10 yr old (3" at widest part)
Toddler: 1-3 yr old (3" at widest part)
Baby: 0-1 yr old (2.5" at widest part)
HOW DO I WEAR MY LILAC MARKET HEADBAND?
Our headbands are designed to be worn multiple ways! Check out our blog post on our 3 Ways to Wear here.
CAN MY HEADBANDS BE WASHED?
Yes, and we hope you do! We recommend putting your headbands in a delicate's bag so it doesn't get snagged on other laundry in a cold water delicate cycle. Hang-dry only. Any headbands that are damaged from washing or drying cannot be exchanged, replaced or returned.
HOW DO I ADD A DISCOUNT CODE?
Make sure any discount codes are added before completing purchase, as codes may not be applicable post-purchase. Discounts can only be applied in the discount section during checkout, not in the "Add Note" section of your cart. Multiple discount codes cannot be used within one order and may not apply to sale products, packs or donation collections. Discount codes are case-sensitive. To verify if a discount code is still valid, you can email us at info@lilacmarketheadbands.com.
I'M GETTING A MYSTERY PACK - CAN I CHOOSE WHAT I GET?
You are welcome to add a note to your order letting us know what you don't want (i.e., "Please no green" or "I don't like florals"). All of our mystery packs are hand-picked by the individuals in our office, and they choose your headbands based on what's currently in stock, what season it is, what releases are coming up and what you've ordered before! Because of those factors, you cannot choose the specific headbands or clips. And while it's extremely rare to get the same print if you order multiple mystery packs over time, we cannot guarantee that you won't receive a duplicate. But that's part of the surprise!
WHEN WILL MY ORDER SHIP?
During checkout, delivery estimations are given once you enter your shipping address. Once your order has been placed, please allow up to 3 business days for orders to be processed before being shipped (any orders placed after 12PM CST will begin processing the next business day).
HOW LONG DOES SHIPPING TAKE?
We use Ground Advantage through USPS, and their shipping times average 2-5 business days. However, these times are dependent on USPS delays due to COVID-19, holidays, your location, order size, etc.
DO YOU OFFER FREE SHIPPING?
Yes! All contiguous U.S. orders of $45 or more will automatically get free shipping at checkout.
CAN I PAY FOR FASTER SHIPPING?
Unfortunately, we do not offer an option for faster shipping. Our standard rate is Ground Advantage through USPS. Purchasing shipping in your order after qualifying for free shipping does not expedite your order.
CAN I PICK UP LOCALLY?
Yes, free pick up is available for customers near the Battlefield, Missouri area! During checkout, select "Pick Up" in the shipping options at our Battlefield, MO location. This will remove the shipping cost. You will be notified when your order is ready to be picked up after processing with further instructions on location via email. Please allow 3 business days for processing. Any orders placed after 12PM CST will begin processing the next business day. We do not offer same-day pick up. For more information on how to order pick up, go to our Shipping & Pickup page here.
CAN I TRACK MY ORDER?
Yes! Once your order has shipped you will receive an email containing the tracking information. You can also track your order directly from our website with either your order number and email or your USPS tracking number here:
https://lilacmarketheadbands.com/tools/track-your-order
DO YOU ACCEPT RETURNS/EXCHANGES?
Yes! We do offer free U.S. returns if you are not satisfied with your purchase.
We only accept domestic exchanges and returns that are in new condition (meaning tried on, but not worn or washed). Any merchandise considered to be worn, washed or damaged upon return may not be refunded or exchanged.
If your prepaid return label is not postmarked within 14 days of receipt, your refund or exchange for the return will be denied. If your refund is denied and you would rather take your purchase back, you will be responsible for the return shipping cost.
DO YOU SHIP INTERNATIONALLY?
Yes! As always, international shipping times are based upon location of the delivery. Our international orders are shipped via USPS and typically takes about 2 weeks to be delivered once they have left our facility. Shipping costs for orders outside of the U.S. vary depending on the destination and are calculated at checkout.
HOW DO I TRACK MY INTERNATIONAL ORDER?
USPS tracking will show up to the last major postal hub it was in the United States before exiting the country. It's normal for tracking updates to stop through USPS until it has been delivered to its destination. However, most countries offer their own country's shipment tracking (for example, Canada Post), where you can enter your USPS tracking number there to watch its progress. There is no set time for customs acceptance and your order cannot be tracked while it is in customs. Time in customs is not included in the shipping times.
CAN I GET FREE SHIPPING ON INTERNATIONAL ORDERS?
Yes! International orders that are over $99 USD after any discounts are eligible to receive free shipping at checkout.
CAN INTERNATIONAL ORDERS BE RETURNED?
No, at this time we are unable to provide a prepaid return shipping label for international orders for either returns or exchanges.
INTERNATIONAL CUSTOMS & DUTIES
International customers are solely responsible for all duties, import taxes, and brokerage fees. These are not included in the cost of shipping. Customs, duties, and taxes can vary, so please check with your local customs agency for details on estimated costs.
DO YOU SHIP TO APO/FPO ADDRESSES?
Yes! During the checkout process for “shipping address,” you can select an APO/FPO address under U.S. Armed Forces in the State dropdown.
ALL SALE, DISCOUNTED OR DISCONTINUED ITEMS ARE FINAL AND CANNOT BE EXCHANGED OR RETURNED. We only accept returns and exchanges from items purchased at lilacmarketheadbands.com. Please email us at info@lilacmarketheadbands.com to start a return.
All Lilac Clips sales are final and cannot be exchanged or returned.
All Mystery Packs for both Women and Child sizes are final and cannot be exchanged. We cannot verify or replace what is in each individual pack for you (that's part of the mystery!).
INSURANCE
All packages in the contiguous United States under 13 ounces ship USPS Ground Advantage with tracking included. Insurance is now included on all orders! Please read below for our policy on insured packages.
LATE, MISSING, LOST OR DAMAGED PACKAGES
In order to be eligible for a replacement/refund, you MUST email us at info@lilacmarketheadbands.com within 14 days of posted delivery date. We are not responsible for any order issues brought to our attention outside of 14 days due to insurance restrictions, including refunding or replacing.
For late or lost packages (stuck in transit for several days with no change), we will initiate a Missing Mail Claim through USPS on your behalf. This process can take time to go through their whole system, so please allow for 7 days for your package to be delivered from the initial claim on your package. Delayed packages due to holidays, weather, or labeled as "arriving late" are not considered lost.
For missing packages (packages that are marked as delivered but you don't have them), you must contact us within 14-days of the marked delivery in order for us to further assist.
For damaged packages, we can replace your order if we have the inventory, or refund you.
If your shipping address is entered incorrectly, it may result in shipping errors that cannot be fixed and/or additional shipping charges to get your order to the correct address.
We are not responsible for stolen packages and any local shipping issues will need to be handled by your local USPS couriers.