At Lilac & Crème, we take great care to ensure that every cheesecake arrives looking as perfect as it tastes. While we take every precaution with packaging and shipping, occasionally something may occur during transit that affects the presentation of your order.
Our Commitment to You
Your experience matters to us. To help us address the situation efficiently, please inspect your order immediately upon delivery. If your cake arrives damaged, or if the wrong item was received, contact us as soon as possible so we can evaluate the issue and make it right.
Please make sure to include the following information with your initial message:
- a clear photo of the damaged item
- your full name
- email address
- phone number
- order number
- a brief description of the damage.
To ensure that we can properly assist you, please provide a clear photo of the item with your initial message.
Unfortunately, Lilac & Crème cannot approve return or exchange requests for damaged items without photo evidence. Additionally, please note that all communications, along with the required photo evidence, must be received within one week of the delivery date.
What to Expect
Once we receive your message and all required information, our team will review the issue promptly. We aim to reply to all inquiries within 1 business day.
Please be aware that during our busy seasons, it may take up to one week to receive a full response. Please be assured that your case is being carefully evaluated and our team will follow up directly to address the situation and determine next steps.
Our goal is to handle every report with care and attention, ensuring that your Lilac & Crème experience remains seamless and enjoyable, even in rare instances when an order is compromised during shipping.