Frequently asked questions
Quick answers about orders, delivery, returns and our products.
Where do you deliver?
We deliver to Belgium, the Netherlands, Germany and France. Enter your delivery address at checkout to see the applicable shipping option.
How much does shipping cost?
Belgium and the Netherlands: €5.99, free from €35. Germany: €7.99, free from €50. France: €9.99, free from €60. These rates apply to all parcel weights. The final shipping amount is shown before you confirm your order.
When will my order be dispatched?
In-stock orders with confirmed payment placed before 14:00 on working days are normally dispatched the same day. Later orders, weekends and public holidays are handled on the next working day. Delivery usually takes 1–2 working days after dispatch; cross-border shipments may take longer. These are estimates, not guaranteed dates.
How can I track my order?
After dispatch, you receive a tracking link by email. Check your spam folder too. If the link is missing or a parcel appears delayed, email info@lilaris.com with your order number.
Which payment methods can I use?
Available payment methods are displayed at checkout. If no suitable method appears or a payment fails, contact info@lilaris.com before trying again. Never email us your card details or security code.
Can I change or cancel an order?
Contact us as soon as possible with your order number. We will check whether a change or cancellation is still possible before dispatch. If it has already been sent, your applicable withdrawal and return rights remain available.
How do I return a product?
Email info@lilaris.com with a clear return request. The statutory withdrawal period is 14 calendar days after receipt; our advertised return promise extends the notification period to 30 days. Return the goods within 14 days after notification. For a change of mind, the direct return postage is yours. See our returns policy for the full conditions and optional withdrawal form.
Can I return an opened product?
Opening the shipping box alone does not remove your withdrawal right. An exception may apply to sealed goods unsuitable for return for health or hygiene reasons when their seal has been broken after delivery. This is not a blanket exclusion for every care product. Your rights for defective or non-conforming goods remain unaffected.
What if an item is wrong, damaged or defective?
Email your order number and a description of the issue to info@lilaris.com. Photos can help if reasonably available. We will arrange the appropriate solution under your legal rights; necessary return costs are ours. Accepting the parcel does not waive those rights.
When will I receive my refund?
We refund within 14 days of your withdrawal notice, but may wait until we receive the goods or proof of return, whichever happens first. We normally use the original payment method. For a complete withdrawal, the least expensive standard outbound delivery cost is also refunded. Full details are on our returns page.
Where can I find ingredients and directions?
Each product page has Product Description, Ingredients and Usage Instructions sections. Check the specific product and its packaging before use. For baby products, sunscreen or individual sensitivities, follow the product-specific age guidance and warnings. Ask us if you need help finding information.
How can I contact Lilaris?
Email info@lilaris.com, call +32 496 83 29 83 or use our contact form. Customer service hours are Monday–Friday, 09:00–17:00. Our address is Acacialaan 20, 9080 Lochristi, Belgium.