RETURNS POLICY
Lurella Cosmetics Online Return Policy
Lurella allows customers to return unused and unopened items purchased on our website within 14 days of a confirmed delivery for a refund in the original form of payment. Shipping fees are non-refundable.
Returns are processed within 5-7 business days after your item(s) are received at our distribution center. Lurella Cosmetics does not provide prepaid return labels. You are solely responsible for covering all shipping costs for the return.
Damaged, defective or incorrect items must be reported within 2 days of delivery.
The amount paid will be refunded within 4 weeks after your return. The time required comprises the time elapsed in the product to reach us, processing your refund internally and also the time required by our bank to process our refund request.
No exchanges on Mystery Boxes, Influencer Fave Boxes.
Additional Notes: Depending on the shipping method your return package may take several days to reach us. Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in transit.
Once your return is fully processed, we will issue your refund in the original form of payment.
Initiating a return request is easy. You have to reach the intended order via “Complete Orders” in the “My Account” menu after logging into our website. Then you have to click the return items button. As soon as the returned item reaches us and is processed, you will be notified via email. If you do not have an account on our website or don’t wish to use it, you can give us a call at +1 (562)693-0596 or email us at support@lurellacosmetics.com to create a return request.
Lurella Cosmetics office hours of operation are Monday through Friday 9:00am-6pm PST.
We are not responsible for any damage or defects to items bought from a third party. Any issues of this nature should be directed to the supplying party.
Returned to Sender and Refused Packages:
This can happen if 1) An address is invalid or missing information 2) The carrier is unable to deliver your package 3) The order is refused by the customer at the time of delivery.
Returned to sender or refused packages will be restocked and you will be issued store credit minus the initial shipping charge. We are unable to replace or reship in these instances. Keep in mind that if you opt to reorder we cannot guarantee your items will be in-stock at the time of your reorder.
Note: We are unable to make changes to orders that have been processed in our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery. We will not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.
International Shipping Orders:
Lurella Cosmetics is NOT RESPONSIBLE for ANY fees required by customs for any reason.
All shipping fees Lurella Cosmetics requires will be shown to you with the service and estimated transit time upon checkout.
Reserved Rights Regarding Returns
Lurella Cosmetics reserves the right to solely define and limit, refuse, and/or reject returns from customer at any time due to:
- An irregular or excessive returns history
- Potential fraudulent or criminal activity
Similarly, Lurella Cosmetics reserves the right to refuse service to any customer or entity, due to similar actions as noted above.
Damaged or Defective Items
Should you receive a damaged/defective item, please take a photo of the item which clearly displays the damage and email the photo to our Customer Service Team at support@lurellacosmetics.com along with your Order Number and a full description of the damaged item within 2 days of delivery. Once we received your email and assess the damage, we will be in contact with you to determine the needed outcome.
Incorrect, or Missing Items
Upon receiving your order please thoroughly check the delivered items. Should you receive an item that is incorrect, or you believe that you are missing an item, please email our Customer Service Team at support@lurellacosmetics.com within 2 days of delivery. Include a photo and description of the issue along with your Order Number to ensure a speedy resolution.
Returns By Mail
You may use the packing slip provided with your order to return; simply mark your packing slip and include the appropriate return reason.
Pack your item(s) securely in the original product packaging. All items must be returned in original condition (including all paperwork, packaging, accessories and gifts.) All items must be unopened and unused and in their original packing. Lurella Cosmetics reserves the right to apply a 50% restocking fee so long as the item is sent back in accordance with our Return Policy and is in resalable condition.
All return shipping charges must be prepaid. We do not accept COD deliveries; they will be rejected. We recommend sending your return via USPS Flat Rate with a tracking number and insurance, as we are not responsible for lost or stolen packages.
Note: No exchanges or returns on Mystery Boxes.
Send your package to:
Lurella Cosmetics
8227 Sorensen Avenue
Santa Fe Springs, CA 90670