Shipping and Returns

Order cancellations. Many of our products are made to order or feature specific customizations requested by the client. Custom orders can be arranged via the website, the contact form, email, or social media. Once the order is confirmed and the production process has begun, the order cannot be cancelled. Payment for custom orders must be made in full at the time the order is placed and the terms (design, price, production and delivery times) are accepted. Similarly, when purchasing a non-customized product, you are buying a piece that is made to order; therefore, you also accept that it cannot be cancelled, as we begin production and acquire the necessary materials the moment the purchase is confirmed.

Return policy. In accordance with current regulations regarding custom-made and made-to-order products, we do not accept returns or exchanges for items that have been customized or specifically crafted for the client. Returns are also not accepted for minor variations inherent to artisanal work—such as slight differences in color, embroidery, or finish—as these are part of the unique character of each handmade piece.

Damaged or incorrect products. If you receive a defective product or an incorrect order, please contact us within 48 business hours of receipt by emailing info@lilostudio.es and attaching photos of the product received. We review each case individually. Every piece is carefully inspected before shipping to ensure it leaves in perfect condition; therefore, we only accept claims regarding issues arising during transit.

Production times. As these are handcrafted pieces, preparation times may vary depending on workload and the type of product ordered. The timeframes indicated on the website are estimates. We will contact each client via email to confirm the actual production and shipping timeline, which depends on the volume and complexity of the order. If you need a custom product for an event, we recommend placing your order 3 months in advance using the contact form or by writing to us at info@lilostudio.es, and we will prepare your order with enough time for it to arrive for your event. If it is an urgent order, please write to us at info@lilostudio.es or use the website form, and we will see if we can fulfill it.

Contact. For any inquiries regarding orders or issues, you can write to info@lilostudio.es or fill out the form on the website.