FREQUENTLY ASKED QUESTIONS
Find a list of our most frequently asked questions below. If you have any questions you do not see or that you would like to ask us directly, please email us anytime at luxeandlilac@gmail.com.
The Basics
If a pickup date needs to be changed, email us right away. Luxe & Lilac will try to accommodate that request. On rare occasions this may not be possible due to production schedules or other factors. If someone else is going to pick up your order, please let us know in advance. We will need the name and contact information for your pickup pal. If a new pickup date cannot be arranged, the cancellation policy will apply.
We are sorry to hear you are no longer in need of your order. We understand plans sometimes change and gatherings may be canceled.
For orders of 36 cupcakes or less:
We can provide a refund (excluding the credit card fee) if a written cancellation to luxeandlilac@gmail.com was received 6 or more business days in advance of your pickup date.
For orders greater than 36 cupcakes, custom, and holiday orders:
We will not offer any refunds.
Sometimes, the unforeseen can happen and Luxe & Lilac needs to cancel your order. We will contact you as soon as possible. Your payment will be promptly refunded in full within 7 business days.
We can no longer offer a refund. This is because we have already started securing ingredients and potentially baking your small batch cupcakes. BUT, here are some ways you can put your Luxe & Lilac order to good use!
*Spread the love and give to a neighbor.
*Thank your community heroes and drop off Luxe & Lilac cupcakes at your local fire or police stations.
*Treat your community hard working teachers to Luxe & Lilac cupcakes that are equally as delicious as they are beautiful.
Please reach out to Luxe & Lilac at luxeandlilac@gmail.com to discuss. However, once an order is placed, no adjustments or variations can be accepted less than 6 business days prior to your reserved pickup date. That’s because chances are we have already been working on your order! Please know that we will always try our best to work with each and every customer to the best of our abilities.
Luxe & Lilac reserves the right to refuse any adjustments or alterations if we feel we cannot appropriately accommodate the request.
If you are ever not completely happy with your Luxe & Lilac order, please let us know immediately. We would love the opportunity to have a discussion for possible rectification. This may involve the return of cupcakes (within 48 hours of pickup) so we can better assess the situation.
Luxe & Lilac respectfully asks that both parties agree not to post any negative information about the other on any online forum or website. We believe we can resolve any issues between the parties amicably.
Hold your Luxe & Lilac cupcake box level and from underneath. Handle with care. Place the cupcakes on a flat surface in your vehicle, not on a seat. Locate a secure space where the cupcake box is less likely to slide around, like on the floor behind the driver’s seat. Turn the A/C on in your vehicle to keep your Luxe & Lilac cupcakes cool. As always, please drive carefully!
Please take the time to inspect your cupcakes at pickup. Once you have them, Luxe & Lilac cannot be responsible for any damages that may occur to them. Thanks for your understanding.
When your Luxe & Lilac cupcakes are picked up, they’ll be frozen for transport. And they’ll keep in your freezer for one to two days just fine. But, please, don’t store them past that. Do not store them in the refrigerator. When you’re ready to serve, simply place the cupcake box on your counter in a cool spot away from direct sunlight and let thaw at room temperature for two hours.
If it’s a warm day, be aware that buttercream melts! It’s best to keep your cupcakes indoors at room temperature and brought outside when ready to serve and be enjoyed.
Yes we do! Please send us an email with your phone number at luxeandlilac@gmail.com and we will be sure to schedule a phone call to discuss your ideas for a custom order. Custom orders could consist of new color palettes other than the three we currently offer and in some cases, a specific floral design. Custom orders will consist on an additional fee.
For 50+ cupcakes or more, please e-mail at luxeandlilac@gmail.com.
Payment in full for all custom orders will be due at time of order placement.
Luxe & Lilac does not offer refunds on custom orders.
We love holidays! And are constantly thinking about unique and special designs to help celebrate.
We will announce on our website and social media when we will begin taking holiday orders. Due to being small batch, there will be a cap for how many orders we can accommodate and accept.
For all holiday orders:
Payment in full is required at time of ordering.
Luxe & Lilac will not provide a refund if a holiday order needs to be canceled.
You will receive an email from Luxe & Lilac with the specific address several days prior to your pickup date.
Right now, we are pickup only. We are located in East Glenview, Illinois. This may change as we look into safe and reliable delivery options for the future.
If you are delegating your cupcake pickup to another person, please be sure to let Luxe & Lilac know the name and their contact information ahead of time to avoid confusion.
Luxe & Lilac does not produce decorated cupcakes that cater to any dietary, sensitivity or allergy restrictions. Each order is delivered with an ingredient label. All of our products are made in a home kitchen where other known allergens such as but not limited to nuts/nut based products are consumed. Luxe & Lilac does not hold any responsibility for any food allergies or reactions to our product.
The best way to order is through our website. For 50+ cupcakes, please send your order to luxeandlilac@gmail.com.
For questions, please directly email us at luxeandlilac@gmail.com. We are here to answer any of your questions or concerns. We will do our best to get back to you within 24 hours so sooner.
Please place an order using the order page on the website. Once an order is placed and payment is received, we will be notified and immediately start planning for your hand-made delicious cupcakes. We will also send a confirmation email to you. If you do not receive that email within 2 days, please notify us at luxeandlilac@gmail.com.
For larger orders of 50 cupcakes or more, please e-mail us directly at luxeandlilac@gmail.com at time. Please do not use the ordering page on our website. Luxe & Lilac would like at least four weeks advance notice.
You will receive an email from Luxe & Lilac with the specific address several days prior to your pickup date.
We pride ourselves on using the freshest ingredients for every order which means lots of trips to the grocery store for us but only the freshest product for you! Therefore as soon as an order is placed and payment is received, we start planning and working on each and every order. Sometimes that means not taking any additional orders for that day or week.
Your order is confirmed! You will receive an email from from Luxe & Lilac with the specific address several days prior to your pickup date.
You are almost there! If paying via Zelle, please send payment to luxeandlilac@gmail.com within 24 hrs for your order to be confirmed.
You will receive an email from Luxe & Lilac with the specific address several days prior to your pickup date.
Sales tax for our cupcakes is 2.25%. We will add this to each and every order.
Reserving your time means that together, we are able to secure a pickup time that best suits both of our schedules. Please respect your 15 minute window pickup time and treat it as any confirmed appointment in your schedule.
Placing an Order
Please place an order using the order page on the website. Once an order is placed and payment is received, we will be notified and immediately start planning for your hand-made delicious cupcakes. We will also send a confirmation email to you. If you do not receive that email within 2 days, please notify us at luxeandlilac@gmail.com.
For larger orders of 50 cupcakes or more, please e-mail us directly at luxeandlilac@gmail.com at time. Please do not use the ordering page on our website. Luxe & Lilac would like at least four weeks advance notice.
You will receive an email from Luxe & Lilac with the specific address several days prior to your pickup date.
We pride ourselves on using the freshest ingredients for every order which means lots of trips to the grocery store for us but only the freshest product for you! Therefore as soon as an order is placed and payment is received, we start planning and working on each and every order. Sometimes that means not taking any additional orders for that day or week.
Your order is confirmed! You will receive an email from from Luxe & Lilac with the specific address several days prior to your pickup date.
You are almost there! If paying via Zelle, please send payment to luxeandlilac@gmail.com within 24 hrs for your order to be confirmed.
You will receive an email from Luxe & Lilac with the specific address several days prior to your pickup date.
Sales tax for our cupcakes is 2.25%. We will add this to each and every order.
Reserving your time means that together, we are able to secure a pickup time that best suits both of our schedules. Please respect your 15 minute window pickup time and treat it as any confirmed appointment in your schedule.
Canceling or Making Changes to an Existing Order
If a pickup date needs to be changed, email us right away. Luxe & Lilac will try to accommodate that request. On rare occasions this may not be possible due to production schedules or other factors. If someone else is going to pick up your order, please let us know in advance. We will need the name and contact information for your pickup pal. If a new pickup date cannot be arranged, the cancellation policy will apply.
We are sorry to hear you are no longer in need of your order. We understand plans sometimes change and gatherings may be canceled.
For orders of 36 cupcakes or less:
We can provide a refund (excluding the credit card fee) if a written cancellation to luxeandlilac@gmail.com was received 6 or more business days in advance of your pickup date.
For orders greater than 36 cupcakes, custom, and holiday orders:
We will not offer any refunds.
Sometimes, the unforeseen can happen and Luxe & Lilac needs to cancel your order. We will contact you as soon as possible. Your payment will be promptly refunded in full within 7 business days.
We can no longer offer a refund. This is because we have already started securing ingredients and potentially baking your small batch cupcakes. BUT, here are some ways you can put your Luxe & Lilac order to good use!
*Spread the love and give to a neighbor.
*Thank your community heroes and drop off Luxe & Lilac cupcakes at your local fire or police stations.
*Treat your community hard working teachers to Luxe & Lilac cupcakes that are equally as delicious as they are beautiful.
Please reach out to Luxe & Lilac at luxeandlilac@gmail.com to discuss. However, once an order is placed, no adjustments or variations can be accepted less than 6 business days prior to your reserved pickup date. That’s because chances are we have already been working on your order! Please know that we will always try our best to work with each and every customer to the best of our abilities.
Luxe & Lilac reserves the right to refuse any adjustments or alterations if we feel we cannot appropriately accommodate the request.
If you are ever not completely happy with your Luxe & Lilac order, please let us know immediately. We would love the opportunity to have a discussion for possible rectification. This may involve the return of cupcakes (within 48 hours of pickup) so we can better assess the situation.
Luxe & Lilac respectfully asks that both parties agree not to post any negative information about the other on any online forum or website. We believe we can resolve any issues between the parties amicably.
Care Instructions
Hold your Luxe & Lilac cupcake box level and from underneath. Handle with care. Place the cupcakes on a flat surface in your vehicle, not on a seat. Locate a secure space where the cupcake box is less likely to slide around, like on the floor behind the driver’s seat. Turn the A/C on in your vehicle to keep your Luxe & Lilac cupcakes cool. As always, please drive carefully!
Please take the time to inspect your cupcakes at pickup. Once you have them, Luxe & Lilac cannot be responsible for any damages that may occur to them. Thanks for your understanding.
When your Luxe & Lilac cupcakes are picked up, they’ll be frozen for transport. And they’ll keep in your freezer for one to two days just fine. But, please, don’t store them past that. Do not store them in the refrigerator. When you’re ready to serve, simply place the cupcake box on your counter in a cool spot away from direct sunlight and let thaw at room temperature for two hours.
If it’s a warm day, be aware that buttercream melts! It’s best to keep your cupcakes indoors at room temperature and brought outside when ready to serve and be enjoyed.