FAQ
When will I receive my order?
Orders are processed within 1-2 business days of purchase. Once shipped, UPS ground delivery typically takes 3-5 business days. We also offer expedited shipping options for faster delivery. Please note that custom orders or items made to order may take longer to process. You can track the status of your order using the tracking number provided in your shipping confirmation email. If you have any questions or concerns about your order's status, please contact our customer service team at lilaandleo@outlook.com
How do I track my order?
Once your order has been processed and shipped, you will receive a shipping confirmation email that includes a tracking number. Simply click on the link or enter the tracking number on the courier's website to track the progress of your shipment. If you have an account with us, you can also log in to your account and view the status of your order under "My Orders." If you have any difficulty tracking your order or if you haven't received a tracking number within 4 business days of placing your order, please contact our customer service team at lilaandleo@outlook.com and we'll be happy to assist you.
How do I make changes to my order?
If you need to make changes to your order, please contact our customer service team as soon as possible at lilaandleo@outlook.com. We aim to process orders quickly, which may limit our ability to add items to an existing order or prevent a package from shipping. If your order has already been processed or shipped, we unfortunately cannot make changes to it. In such cases, you can return any unwanted items in accordance with our return policy after you receive them. Always provide your order number when reaching out to facilitate quicker assistance.
What forms of payment do you accept?
We accept all major credit cards, Paypal, ShopPay, GooglePay, and pay in 4 with AfterPay.
How much is shipping?
The shipping cost for your order is calculated based on the weight and dimensions of the items, as well as the destination they're being shipped to. To determine the exact shipping cost:
Add your desired items to the shopping cart.
Proceed to the checkout page.
Enter your shipping address.
The system will automatically calculate and display the shipping cost before you finalize your purchase.
Please note that for certain locations or for exceptionally large or heavy items, additional shipping fees may apply. All shipping charges are transparent, with no hidden fees.
If you have any specific questions about shipping costs or require a shipping estimate before placing your order, please feel free to contact our customer service team at lilaandleo@outlook.com.
Do you ship internationally?
Currently, we offer shipping to the United States and Canada only. We are continually exploring opportunities to expand our shipping regions, so stay tuned for updates. If you're located outside of these countries and are interested in our products, please contact our customer service team at lilaandleo@outlook.com, and we'll do our best to assist you.
Do you accept returns?
We accept returns within 30 days of delivery. Your item(s) must be returned in their original, protective packaging to ensure a safe return journey.
Please be aware that items marked as final sale are not eligible for return.
The shipping fees associated with the original order are non-refundable.
For the return of bulky items, there will be a flat fee of $50 restocking fee deducted from your refund.
Once your return has been processed and inspected, a refund will be issued to your original form of payment.
Thank you for choosing us. If you have any questions or require assistance, please don't hesitate to contact our customer service at lilaandleo@outlook.com
How long will it take me to receive a refund?
Once we receive your returned item and it has been inspected and processed, the refund will be initiated. The exact timeline for the refund to reflect in your account may vary depending on your original method of payment. Generally, this process takes around 2-4 business days.
How do I exchange an item?
To proceed with an exchange, please provide us with your name, order number, and the specific item(s) you would like to exchange. This will help us facilitate the process swiftly.
Please note that customers are responsible for covering the new shipping charges associated with the exchange, unless there has been an error on our part resulting in an incorrect or damaged item being sent to you.
However, kindly note that items marked as "Final Sale" are not eligible for exchange or return as per our policy.
Once we receive the necessary information, we will guide you through the steps to initiate your exchange. If you have any further questions or require assistance, feel free to reach out to our dedicated customer service team at lilaandleo@outlook.com
What do I do if an item arrives damaged, or my order arrives incorrect?
If your item arrives damaged or if there is an error in your order, please follow these steps:
Reach out to our customer service team as soon as possible. You can email us at lilaandleo@outlook.com. Please provide your order number and a clear description of the issue. If your item is damaged, please provide clear photos of the damaged item along with any relevant packaging. If your order is incorrect, kindly provide details about the discrepancy.
Do you design your own products?
Yes, we design our own products. Our design journey begins with meticulous sketches, where we craft custom concepts that align with our vision and your expectations. These designs are then brought to life by skilled rattan artisans who handcraft each piece. Our commitment to originality and quality drives us to ensure that every item we offer is a true reflection of our design ethos. The handcrafted nature of our products allows us to infuse a touch of artistry into every piece, making each one a distinct work of craftsmanship.
Are you products safe/non-toxic?
Absolutely, the safety of our products is our utmost priority.
We want to assure you that all of our products are completely safe and non-toxic. We understand the importance of creating a secure environment, especially for our little customers. That's why we exclusively use non-toxic dyes and finishes in the production of our items. These materials have been carefully chosen to ensure they meet and even exceed international safety standards.
What is Rattan? Are your products environmentally friendly?
Rattan is a highly sustainable material, that is a naturally growing vine found mainly in regions of Southeast Asia. It is a strong, lightweight, flexible, and durable material that is often used in furniture and various other products. Rattan grows faster than most tropical wood, and its harvesting promotes forest conservation. Our company is committed to sourcing rattan from responsible and sustainable sources.
How do I care for and clean rattan furniture and toys?
Rattan is relatively easy to maintain. For regular cleaning, simply wipe with a soft, damp cloth. Avoid exposing rattan to direct sunlight for extended periods or soaking it in water, as this can cause it to lose its shape or color.
Where are your products made?
All of our products are meticulously handcrafted by skilled artisans in Indonesia. This artisanal approach ensures that each piece is created with the utmost care and attention to detail, resulting in products of the highest quality and craftsmanship.
We take great pride in collaborating with these talented artisans and in the rich cultural heritage that they bring to every item they create.
Can rattan toys and furniture be used outdoors?
While rattan is naturally resistant to certain weather conditions, we recommend limiting prolonged exposure to direct sunlight and moisture to maintain its longevity and appearance.
What is the typical lifespan of your rattan products?
With proper care, our rattan products can last for many years. The natural durability of rattan, combined with our meticulous craftsmanship, ensures products that stand the test of time.
