FAQ

Orders are processed within 1–2 business days. From there, US delivery takes 2–4 business days, and international delivery takes 7–14 business days. You'll get a tracking link by email as soon as your order ships.

We currently ship across the United States and to a growing list of international destinations. If you're not sure whether we deliver to you, email us before ordering and we'll confirm.

For US orders, no — nothing further is due on delivery. For other international destinations, your country may apply customs duties or import taxes on arrival, which are outside our control and the recipient's responsibility.

Yes, if you're quick. Email us within 30 minutes of placing your order and we can usually cancel or amend it before it enters processing. Once it's being processed, we're not able to make changes, but you're welcome to return it under our 30-day return policy once it arrives.

Most orders arrive within the estimated window. If yours is running late, check your tracking link first, then email us with your order number and we'll follow up with the carrier on your behalf.

You have 30 days from delivery to return an item for a full refund or store credit — no questions asked. Items just need to be unworn, unused, and in their original condition with tags attached.

Email info@lilacalloway.com with your order number, the item(s) you'd like to return, and the reason. We'll reply with return instructions and the correct address within 1–2 business days.

Yes — just email us before sending anything back and we'll help arrange the exchange once we've confirmed stock in your preferred size or colour.

If you're returning something because it didn't work out, return shipping is on you. If an item arrived damaged, faulty, or incorrect, we'll cover the cost of getting it back to us.

Once we've received and inspected your return, approved refunds are issued to your original payment method within about 10 business days, depending on your bank.

Each product page lists the fit notes and measurements for that specific piece. As a general rule, we recommend sizing up for outerwear you plan to layer over knitwear, and staying true to size for knitwear itself.

Yes, our pieces are designed to fit true to size. If a specific style runs differently, we'll always note it directly on that product's page.

Care instructions vary by fabric and are listed in each product's own description. As a general guide, most knitwear should be machine washed cold and laid flat to dry, while wool coats are best dry-cleaned or gently spot-cleaned.

Email info@lilacalloway.com or call +1 917 508 5239. Our team is available Monday to Friday, 9:00 AM to 9:00 PM, and typically replies within 1–2 business days.