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Exchanges & Returns – Online satisfaction guarantee
If for any reason you are not satisfied with your purchase, you may return it to our store for exchange or refund. It is only possible to return products that are intact, unopened or unused, under resale conditions, and whose seals and protections have not been tampered with. We accept exchanges and returns of products up to 28 consecutive days after the delivery of the purchase. If you intend to return or exchange any product, please contact us by email at [email protected], please tell us your purchase number, the product you wish to return, and the reason for the return.
Please note: Shipping costs are not refundable, except if there is an error on your purchase processing; If you are from a non-member country of the European Union and want to return your purchase, it will be important to know that customs fees may be charged, which shall be bear by the customer.
How can I return or exchange a product?
Do you want to return or exchange a product you received? It is very simple, and has up to 28 days after delivery to do so. To do this simply ensure that the product you want to return is intact and has not been used and follow the steps:
Send an email to our customer support team – [email protected] – indicating that you will return a product. Tell us the number of your purchase, the product you want to return, and the reason for the return.
Returns must be addressed to:
LYSkin Love Your Skin
Department of Exchanges and Returns
Rua Rodrigues de Freitas nº591
4445-628 Ermesinde Portugal
For your security, we suggest returning your purchase via registered mail. Our store is not responsible for lost returns during the transport. Return costs are non-refundable.
If your purchase has been delivered defective, and this is the reason for your return, please be sure to read the instructions under “I received a damaged product. What should I do?” in the end of this page.
Processing of returned orders will usually be done within 3 to 5 business days after receipt. Once we receive your return, our Customer Support team will send you an email confirming receipt. In case you have requested a refund of the product, you will receive a confirmation email of refund.
Please note: In the case of exchanges of products, new shipping costs may apply.
I returned a product that I want to exchange. How do I know I will receive the new product?
When an exchange is requested, after we receive the return of the product to exchange, the following steps occur:
- A credit is issued in the value of the returned product;
- Then a new order is placed with the requested product.
- The value differential between both products is evaluated. In case the differential results in an amount payable by the customer, an email with the payment reference is sent. In case the differential results in a value to be reimbursed to the customer, the customer receives an email confirmation of reimbursement.
- Once the new purchase is sent, the customer receives a shipping confirmation email with the tracking number.
I would like to exchange a product that I received as a gift. But I have no intention that the person who offered me knows that I’m going to change. Can you help me?
If you would like to return or exchange a product that was given to you as a gift, you should follow the steps listed for return of the product, referred in the item “How can I return or exchange a product?”. Once you do not have an order number, please write your Name, Telephone and Email, and place it inside the order. We will contact you as soon as we receive your return.
Please note: the refunds of products shipped as a gift, are only possible through gift voucher that has to be used in our store; Gifts refunds are not allowed in cash.
I have received a damaged product. What should I do?
If you received a damaged product, please maintain the shipping box, the product and the content with you; contact us as soon as possible at [email protected] (email subject: “Damaged Product”). Our customer support team will carefully analyze your situation, so we can quickly resolve it.
Note: it is possible for photos to be requested in order to have a better and quicker analysis.