Returns, Refunds and Exchanges Policy
We understand that you may wish to return something you hadn’t intended to purchase. An item may be returned within 5 calendar days from the date you received it. To be eligible for a return, your item must be unused, unopened, unbroken seal, and in the same condition that you received it. Your item must be in new condition and in the original packaging. We inspect all returned products and reserve the right to decline returns or exchanges. Please Note: due to hygiene reasons, we cannot refund, replace, or accept for return any item that has been opened, used, sampled or “accidentally spilled” after opening. For defective products, please see below.
How To Return An Item
Please email LolaGlowSkincare@gmail.com to request a return. Please mention your invoice number and state your reason for the return. For damaged or leaking items, please see below. If your product has been authorized for return, send back the item(s) in the original shipping box. You will have five (5) business days to ship the item back to us. Please include the packing slip with your return. Returns without a packing slip may take longer to process. Returns that are not shipped back within five days of receipt will be canceled and will no longer be eligible for return.
Shipping and Restocking Fee
Our shipping costs are non-refundable and all items are subject to a 20% restocking fee, this will be deducted from your refund.
Once we have received your returned item, we will notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund (via PayPal) to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer’s policies.
While we make every effort to package our orders to arrive safely, every so often a package may be damaged by the carrier. If you receive a package that has been damaged in shipping, please email LolaGlowSkincare@gmail.com immediately upon receipt of your package. Do Not Open the package! Once you have opened the package we have no way to verify if an item was lost/damaged during shipment or after the package was delivered and therefore cannot make a determination to process a refund or replacement. For packages that have been damaged in transit, USPS will typically bag it and/or include a note that the package has been damaged. Please note that we are unable to process a claim, refund, or replacement without this notice. If your package is damaged and is missing the notice, do not open the package, instead, you must take it to your local post office and/or ask your mail carrier to issue a notice that the package was delivered damaged. Again, without the notice from USPS that a package was delivered damaged, we are unable to process claims, refunds, or replacements.
Damaged, Defective or Leaking Products
All products are shipped in the exact same condition as received from the manufacturer. We do not open, test, or otherwise sample any products that are available for retail sale. Please email LolaGlowSkincare@gmail.com within three days of receipt of your package if you have received a damaged or defective product. Please provide a detailed description and pictures of the damaged/defective item. Items which are returned and found to be in perfect condition upon inspection (i.e. not defective) will not be eligible for replacement or refund. Please note: a small amount of leakage around the cap area from certain products may be visible after shipment, this is usually normal (spillover from the filling process oftentimes gets trapped in the cap or lid). If you wish to exchange a leaking product, the foil seal on the cap MUST remain unbroken and intact, we will not accept products that have had the seals broken or removed.