Refund policy

RETURNS & EXCHANGE POLICY 

We do not issue refunds but you can request a return for exchange or store credit.

*Store credit is only valid for 90 days.

 

If you received a product that you do not want or is not your size, you can make a return request in three ways:

A. By email to: info@shoplorelle.com, whit Subject Line: Return. 

The email should include the following information:

  1. Name of person who made the order.
  2. Mailing/shipping address, email and phone number of the person who is requesting the return. 
  3. Order number.
  4. Order date.
  5. Reason for return.
  6. Photos of reason for return (Optional).
  7. Specify if you want store credit or exchange.  

Once the request is received, the company will attend to it and evaluate it in a period of up to 3 days by its administrative staff. The company will send the customer a "Start a Return" email with shipping instructions. Once the customer receives the "Start a Return" email they can send the item for physical inspection and must include the order receipt.

Once we inspect the item you will receive an email indicating wether your return request was approved or rejected. If it was approved you will receive store credit in the from of an E-gift card or item exchange.

 

B. Click the profile icon in the store's header.

  1. Log in to your account. Enter a six-digit verification code sent from our store to your email.
  2. Click the order that you want to submit the return for.
  3. If your order has more than one item, then select the items that you want to return.
  4. Select a return reason and add a note for the store indicating if you want store credit or exchange.
  5. Click Request return.

If your return request is approved, then you will receive an email with shipping instructions. After the product is returned, you will receive store credit or an item exchange.

C. Click the link "Start a Return" located in our website's footer and in the comment section add the reason for the return.


The following rules will apply in all cases:

  • Request for returns will proceed, within 14 days, starting from the date the order was received by the customer. When the Company authorizes it, the customer should send the product within 72 hours, after the company responds by email. Shipping and handling costs will be covered by customer.  
  • The Company, may but is not obligated to review and exchange orders 14 days after the customer has received the order.  
  • The products that will be returned must be in the same conditions as they were when shipped by the Company. The price and / or brand tags, decals, safety or hygiene stickers cannot have been removed, nor show use of any kind, the product must be intact, without use, without odors, without marks of any external agent including but not limited to lipsticks, ink, paint, and must show no evidence of washing or any other alteration. 
  • In cases where the company authorizes the exchange or return, the customer will receive a credit to use it within 90 days from when it was granted.
  • The Company reserves the right to launch special offers in which it explicitly stats that it will not be subject to exchange. The foregoing means that it will not be subject to the aforementioned process. 
  • In all cases, the customer will cover shipping and handling costs for returned items. A $6 fee will be deducted from your store credit to cover the cost of the return shipping label that we will sent you via email.
  • THIS POLICY DOES NOT APPLY TO SWIMWEAR, BODYSUITS, AND EARRINGS WHICH FOR SAFETY REASONS WILL NOT BE RETURNED.

  • Sale items and orders placed with a discount code cannot be returned for store credit or exchange.

  • We reserve the right to refuse returns that do not meet our policy.

 

 

CANCELLATION POLICY 

Purchase transactions on our Site are final, when collection is completed through the bank transaction. Once the bank transaction is approved, we process your order within 2-3 days.

If within the period from when you make the order until we process the order for shipping, you understand that you do not want it, you can request a cancellation by sending an email to: info@shoplorelle.com with Subject Line: Order Cancellation.

The email should include the following information:

  1. Name of person who made the order.
  2. Email and phone number of the person who is canceling the order. 
  3. Order number.
  4. Date when order was made.
  5. Reason for cancellation. 


Cancellations will only proceed if the order has not been shipped. Once the order is shipped, we do not make cancellations. 

Once the cancellation is determined, we will grant a store credit, which you can use within the following 90 days. No refunds will be made. The company will process the cancellation request and once it is proceeding, a credit will be granted for the same amount of the transaction.

Credits will be valid for 90 days. 


POLICY FOR DAMAGED ITEMS

All products leaving our facilities are thoroughly inspected. We strive so you may have a positive shopping experience. If you receive a damaged product, in its original packaging, you must write us an email immediately to info@shoplorelle.com. Emails received after 72 hours from which the order was received by the customer (Marked as Delivered), will not be considered for the purposes of this policy.

The email should include the following information:

  1. Name of person who made the order.
  2. Customer shipping address, email and phone number of the person who is making the request.
  3. Order number.
  4. Date when order was received.
  5. 2 Photos of reason for return, if applicable.  
  6. Specify if you want store credit or exchange.


Damages covered by this policy, are not those that could have been suffered during shipping.


The damages covered are those of manufacture only and the product must be intact, without use, without odors, without marks of any external agent including but not limited to lipsticks, ink, paint, and must show no evidence of washing or any other alteration that is not exclusively a manufacturing damage.

Defects or manufacturing damages will be evaluate by our team and the decision of approval for an exchange or credit, will be at our sole discretion. 

Once we send the "Start a Return" email with shipping instructions, the customer must return the item within a maximum term of 5 days. If we understand that it is indeed a manufacturing defect, we will exchange the product and cover the shipping costs of the replacement. If the customer chooses store credit a credit (in the form of a E-gift card) will be granted for the same amount of the transaction.

Credits will be valid for 90 days.