Overview
We accept returns (for selected items) within 2 days of receipt only if the delivery packaging has not been opened the products are damaged or the wrong product was delivered.
All Chocolate Praline orders can not be returned or exchanged.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Any items whatsoever that have been provided free of charge with the relevant products must also be returned.
To complete your return, we require a receipt or proof of purchase.
Please note that a delivery charge of AED 30 will be deducted from you if your revised order amount after cancellation/ return goes below AED 100. You will receive your updated invoice via your registered email. After the cancellation/ return process is complete, payment will be refunded to the original mode of payment or issued as a redeemable store Credit Coupon code. All service charges are non-refundable.
You must take reasonable care of any products that you wish to return and not use them. The products must be returned in their original condition. We will not be responsible for any loss or damage caused after the delivery. You are expected to inspect the contents of your delivery as soon as your order arrives. Please note that we reserve the right to refuse any returned goods if the product has been used or tampered with. Delivery charges are non-refundable.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If the refund request is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@lacrema.ae
Sale items
Only regular-priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. No exchange for the same items.
Shipping Returns
To return your product, you should mail your product to: sales@lacrema.ae
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Cancellation
If you wish to cancel your order, you may do so by logging in to your account clicking on ‘Cancel my Order’ from ‘My Orders’ & following the procedure to cancel an order. Your order can be canceled any time before the order has been dispatched from our warehouse. Please note that a delivery charge of AED 30 will be deducted from you if your revised order amount after cancellation goes below AED 100.
After the cancellation is complete, payment will be refunded to the original mode of payment or issued as a redeemable store credit coupon code.
For canceled orders, paid via card payment, a processing fee will be deducted at the time of refund. The processing fee will vary depending on the order amount.
Please note that we cannot accept cancellations outside the specified period as the order will have been Out for Delivery and can only then be canceled through our returns/refunds process as mentioned above.
Need help?
For any further clarifications, please contact us at +971 4 266 3355 or send an email to info@lacrema.ae