Return and Refund policy
Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. We aim to process all refund in 30 days from receiving the products.
Return Process:
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If customers decide to return the items, we only accept products that are in their original packaging, tamper proof seals not broken.
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Confirmation of postage must be received by Lewena London no later than the 14th day after purchasing the products by contacting customersupport@lewenaskincare.com. We will provide you with the return address.
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Provide your name,
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Product name and quantity
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Reason for return in the email.
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Picture of defect.
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Return Postage Fees:
Postage fees for returns are £5.99 for the UK and Europe, and $12.85 for the USA and Canada. Customers are responsible for covering these fees. (subject to weight of items) -
Cancellations and returns should be communicated to customersupport@lewenaskincare.com to initiate the refund process.
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Refunds will be made an average of 30 days following receipt of your package.
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You have 14 days to indicate your withdrawal of an order. You then have 14 days to send the consignment back to us. As soon as we receive the package, you will be reimbursed within 14 days maximum. You MUST inform us via email prior to withdrawal.
To start a return, contact us at customersupport@lewenaskincare.com If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You will receive a refund for the cost of the product. However please note that the cost of shipping will not be refunded as we would have already paid this to the courier to get the products to you in the first place. You will also be responsible for the cost of return shipping. The cost of return shipping is £3.99 for UK, $7 for US and $15 for rest of the world. This will be deducted from the refund given to you.
To clarify the refund you will receive will be total money paid, less initial shipping cost, less return shipping cost.
You can always contact us for any return question at customersupport@lewenaskincare.com
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards or store credits.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.