Returns & Exchanges

 

Thank you for shopping at L&L Skin. L&L Skin is committed to your shopping satisfaction. If, for any reason, you are not completely satisfied with a purchase, we invite you to review our policy on returns and refunds.

The following terms are applicable for any products that you purchased with us.

30-Day Money-Back Guarantee

You may initiate a return for an item(s) within 30 days of receipt for a refund. Returns outside of the 30 day return window will not be accepted. Refunds will be applied to your account once the item has been received and inspected through our warehouse. Naturally, if your return is because of our error and quality problem, we’ll pay these shipping costs. If the reason for the return isn’t quality-related and our error, then customer must pay the return shipping costs. To act on our return policy, simply follow these steps:

  1. Contact us by service@llskinshop.com and complete a return request within 30 days of your purchase to get a return merchandise authorization (RMA) number.
  2. Once you secure a return authorization number, you will need to send the product back to us promptly. Return and exchange address: Zygimantas Sekmokas, Metalo g. 2, Vilnius LT-02190, Lithuania. 
  3. Send the order tracking number from the logistics delivery back to our email （service@llskinshop.com） .
  4. Upon receiving the product, we will inspect it to ensure that it is in good condition for resale, approve the return(s), and process your refund.

PLEASE NOTE:

For safety and hygiene reasons, L&L SKIN currently does not offer free return and exchange services for reasons other than product quality issues. We will charge a restocking fee of 15% (Original order total value) for non-product quality-related returns.

We will not accept a return under the following circumstances:

  • The item was not purchased from llskinshop.com. If your item came from Amazon or another retailer, please contact the corresponding agent to arrange a return or exchange.
  • Returned merchandise is missing all original packaging, accessories and giveaways, including retail boxes, manuals, cables and other incidental items.
  • The device is damaged due to personal misuse.
  • Natural stains or normal wear and tear from use.
  • Merchandise warranty has expired.
  • The order exceeds 30 days from the date of purchase.

Product Exchanges

We only accept exchanges for those products that are damaged or defective upon delivery, please contact a L&L Skin Customer Service Representative by emailing service@llskinshop.com with a description of the damage or defect within 30 days of the purchase date. Once we receive your information and approve the exchange, we will send you an e-mail with an authorization number and complete instructions for your exchange.

Refund Time

If the return is successfully initiated and the product is successfully returned, your refund will be credited to the original payment method. llskinshop.com will not refund shipping costs for returns.

Once your package arrives at us, please allow 3-7 business days (depending on peak periods) to process your return. If your return does not meet the listed conditions, we will return the package to you at our expense. Once your return is accepted, we will issue a refund and you will receive a confirmation email.

Order Cancel

To cancel an order, please contact our customer support representative at service@llskinshop.com.

- Free cancellations are valid only within 24 hours of the order being placed. Orders are usually processed within 48 hours. Orders may be canceled if the cancellation is initiated earlier than the shipment time and within the timeframe specified on the website for initiating a cancellation.

- For products that have been shipped and received in their original packaging, our customer support representatives will provide you with a return address.

- Cancellations initiated after shipment will be considered return cases and the return policy will apply.

Order is Damaged or Missing Parts

L&L SKIN products are thoroughly inspected before they are delivered to customers to ensure the highest quality. However, there is still a possibility that the product is damaged during transportation or other unforeseen circumstances. If you receive a damaged product, please do not use it and immediately take photos or videos as evidence. Send the photos and videos to our customer service representative, who will immediately arrange for a replacement shipment.

Policy Details and Exclusions

  • Please note that products must be returned in the original packaging and will not affect the second sale. So, all products must be returned with all original manuals, registration cards, accessories, boxes, outer cartons and packing materials. If a product is returned damaged or with missing items, we reserve the right to assess a restocking fee up to the full value of the purchase, depending on the items damaged or missing.
  • Returns will not be accepted without a return merchandise authorization (RMA) number. Once a return has been authorized and return instructions provided to the customer, the items must be send back within 1 weeks.
  • Additional shipping charges due to customer special delivery requests (next-day delivery, international delivery, etc.) are not refundable.
  • The first day of the 30-day return period is the day the customer receives item(s). You will be responsible for paying for your own shipping costs for returning your item if over 30 days. Shipping costs are non-refundable.

Please contact us with any questions you have about our return and exchange policies. We are more than happy to assist you.

Contact L&L Skin

Should you have any issues or questions regarding the store, please contact us.

  • Customer Service: 24/7 e-mail reply
  • Email: service@llskinshop.com
  • Tel: +86 189 8879 5549
  • Monday to Friday: 9 a.m. – 7 p.m. (EST)