|To ensure that there are no mistakes with addresses and to check that our delivery company has all the correct details, we use a system that verifies your address using your postcode.
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La Mer Online Returns Policy & Procedure
We hope that you are delighted with your order. However, if for any reason you are not entirely satisfied, you may return any item in its original condition for a full refund within 14 working days from delivery provided that you tell us within 7 working days after the day on which you received the products that you intend to return the item.
Within the order packaging, you will find a dispatch note with details of your order together with details of our returns process. If the items listed on the dispatch note do not match those contained in your delivery, please notify us immediately by calling our Customer Services Team on: 1800 661 392.
If you return items for reasons other than defects in the goods, or incomplete, or incorrect delivery, you will be required to arrange and pay for the return of the items to us. We strongly recommend that the parcel be sent by a recorded delivery service, (one that requires a signature upon receipt). We cannot accept liability for returned goods lost in transit.
If you require a refund we will refund the price paid by you for the goods (inclusive of the initial delivery charge) within thirty (30) days of receiving your notification that you would like to return the products provided that you have returned the goods to us in their original condition at our distribution centre within 14 working days of delivery.
If you are returning the goods owing to defects, incomplete or incorrect delivery we will refund you the price you paid for your goods (inclusive of the initial delivery charge) and the recorded delivery costs for the return carriage from the original delivery point to our Distribution centre (provided that you enclose a valid till receipt indicating such costs).
Refunds will only be made against the original credit/debit card used. If you cancel your order but do not return such goods to us within 14 working days, we shall be entitled to collect such goods from you and to charge you for the direct costs of collecting the goods. You should note these charges (which may be deducted from a refund) are likely to exceed the costs of you returning the goods. Until such goods are returned to us, you are obliged to exercise all reasonable care to store the cancelled goods safely and in appropriate conditions.
Please note that we cannot accept returned goods that we reasonably believe have been used. In such circumstances, we will notify you that no refund will be available and you will be responsible for arranging for such goods to be returned to you within 28 days of our notification. This policy is only applicable to purchases made online; we are unable to process returns for purchases made within a partnered retail location. Returns for purchases made online will not be accepted for return or exchange at a la Mer Counter.
Your statutory rights remain unaffected.
The Returns Process
STEP 1. - Notifying Us Of Your Intention To Return Or Cancel Your Order
Notification of your intention to cancel your order and return any goods within the period of 7 working days after the day of delivery can be done by either calling Customer Services on 1800 661 392 or by emailing us at email@example.com with your order details. Please note that we cannot accept returned goods that we reasonably believe have been used.
STEP 2. - Completing The Necessary Documentation
On notification of your intention to return, Customer Service will take note of your customer order number and the description of the goods, which are being returned, this information can be found on your despatch note. Customer Service will then issue you with an authorisation number and an email confirmation. Please keep a copy of this authorisation number for future reference with Customer Service with regards to this matter.
STEP 3. - Returning The Product
Please ensure that the returned parcel is properly sealed, and that you have included within the returned parcel the original despatch note and a copy of your e-mail confirmation. We strongly recommend that the parcel be sent by a recorded delivery service, (one that requires a signature upon receipt).
You should retain the recorded delivery receipt in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit.
STEP 4. - Processing The Refund
If you have chosen a refund, we will process the calculated refund within thirty (30) days of receiving your notification that you would like to return the products provided that you have returned the goods to us in their original condition at our distribution centre within 14 working days from delivery. You will receive e-mail notification of your refund from our payment-processing partner Worldpay. If you have requested an exchange or replacement, this will be processed within 7 working days of receiving your returned goods and will be delivered via standard delivery.
We regret that we must limit orders to no more than four (4) units of any item with a maximum purchase of $1,500 per customer. Please be aware that gift sets may be wrapped in wrapping paper, and not a gift box, due to their larger size. Orders are processed in accordance to your delivery preference.
Orders are processed and delivered on business days only (Monday through Friday, excluding bank holidays). If you place your order after Midday on Friday it will not be processed until the following Monday.
We're sorry La Mer Online only delivers online orders to Australian addresses.
*All purchases are subject to bank authorisation prior to processing. Only authorised purchases will be processed and delivered.
Your order will be delivered by a courier service. Please ensure that someone will be present to sign for it. If no one is available, our delivery company will leave a card with a telephone number listed for you to call to make alternative arrangements. To ensure secure and undamaged delivery of your order, our delivery company will not be able to leave it "hidden" at the address. After your order is dispatched you can track the delivery status of your order online with our courier by clicking on "Tracking".
Please note the courier may not post tracking information online for up to 24 hours after the order is dispatched.
Alternatively you can contact our Customer Services team at 1800 661 392 9am to 5pm Monday - Friday (excluding public holidays). At La Mer Online, we understand how important security is to you. When you order online at www.cremedelamer.com.au, we use Secure Socket Layer (SSL) encryption technology.
In order for encryption to take place, your browser must have the SSL protocol. The following browsers that have this software are:
- Netscape 2.0 or higher
- Microsoft Internet Explorer 2.0 or higher
- America Online for Windows 3.0 or higher
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