Refund policy

Can I cancel my order?

All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, please contact us within 24 hours of placing it.

Can I get a refund if something is wrong with my order?

Within 3days of receiving the parcel, you can ask us for:

• A refund if you don’t receive your order.
• A refund if the products you received is not the one you order.
• A refund if the items are damaged upon arrival. Immediate report to L&L Collections needed in this case.

Refunds are not available under the following circumstances:

• Your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
• Your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).

All our products are backed with a 1-day money back guarantee. Just send us a message on the Contact Us page and we will refund the product price which maybe 75-80% of the purchased price.

Please NOTE that 20-25% goes to logistics which cannot be refunded, and you only should return it at your expense.

Can I return an item for an exchange instead of a refund?

Exchange is out of our capability as of the moment. You can cancel the exiting order and request for a refund, and then place another order. 

Can I return my purchase?

If you need to return a product to us, contact our friendly Customer Care team, who will be happy to advise you how best to proceed. Please don't send anything before contacting us, as not every item can be sent through standard post. For example, body sprays and perfumes over 30ml cannot be returned by post due to mailing restrictions.

You are eligible to return your purchase IF:

• The product arrived is not the one you have purchased.
• The product is incomplete.
• The product is broken upon arrival.

Please contact us first and we will guide you through the steps. We are always ready to give you the best solutions!

Please do not send your purchase back to us unless we authorize you to do so.

Are there any items I can’t return?

Hygiene and our customers’ safety is our top priority, which is why there are specific types of products that can’t be returned such as:

• Face and body products if opened, used, or have a broken protective seal.
• Underwear if the hygiene seal is not intact or any labels have been broken.
• Swimwear if the hygiene seal is not intact or any labels have been broken.
• Pierced jewelry if the seal has been tampered with or is broken.
• Items that are used and washed.

NOTE:

1. Items should be return in its original packaging and must be sent to an address to be given upon request.
2. Since most of our products are free shipping, return Shipping fee will be charge to the customer and a 20-25% will be deducted on the full product price. Customer will receive a full breakdown of Refund Invoice.
3. Refund will be processed as soon as the product has been received back and inspected in the facility.