RETURNS AND EXCHANGES
We hope that you are delighted with your order. However, if for any reason you are not entirely satisfied or you otherwise wish to cancel your order, you may return any item in its original condition for a refund within 14 working days from delivery.
Within the order packaging, you will find a Returns Note with details of your order together with details of our returns process. Alternatively, you can use the Cancellation Form to cancel an order. 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: 0800 054 2661. See opening times here.
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 (but please see the Collect+ option below). Please ensure you obtain a Proof of Postage when you return the goods to us. You should retain your Proof of Postage 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.
If you require a refund we will refund the price paid by you for the goods (including the initial standard delivery charge, but not the additional cost of any premium delivery option that was chosen) within fourteen (14) days of receiving your returned goods, provided that you have returned the goods to us at our distribution centre within 14 working days of delivery to you or your notifying us of cancellation.
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 of notifying us of cancellation, we shall be entitled to withhold payment of any refund.
Please Note: We will not provide a full refund if goods show signs of unreasonable use. In such circumstances, we will notify you that a reduced refund amount will be available or you can choose to arrange for such goods to be returned to you within 28 days of our notification.
The Returns Process
You can now choose to return your order for free via Collect+. There are over 4500 locations nationwide offering Collect+, most of which are open early until late, 7 days a week, making returns more convenient for you.
To return your order:
STEP 1. – Completing the Necessary Documentation
Complete the Cancellation Form or Returns Note enclosed in your order with all required information. If you have not received this document, please contact Customer Services on 0800 054 2661 or by emailing us here with your order details. See opening times here.
You can now return your parcel for free by using Collect+. Visit http://www.collectplus.co.uk/CremeDeLaMer to find your nearest store. Simply attach the pre-printed Collect+ label to your parcel. Please remember to obtain & keep the proof of postage receipt and your tracking number. Your parcel can be tracked online via http://www.collectplus.co.uk
Carriage and charges for parcels not sent via Collect+ are the responsibility of the customer.
STEP 2. – Returning the Product
Please note that a full refund will not be provided for returned goods that show signs of unreasonable use. Goods must be returned to us at our distribution centre within 14 working days of delivery to you or your notifying us of cancellation. Please ensure that the returned parcel is properly sealed.
If you return your parcel via Collect+ you will receive proof of postage and a code to track your return online (track at http://www.collectplus.co.uk/track/new).
However you return your parcel, please retain your proof of postage 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 3. – Processing the Refund
If you have chosen a refund for your returned product, we will process the calculated refund within fourteen (14) days of receiving your returned goods provided that you have returned the goods to us at our distribution centre within 14 working days from delivery to you or your notifying us of cancellation. You will receive email notification of your refund from our Customer Service Team.
If you have requested an exchange or replacement on your Returns note, this will be processed within 7 working days of receiving your returned goods and will be delivered via standard delivery.
If the goods you receive are damaged or faulty in any way, or not what you originally ordered we will be happy to exchange the items or offer you a refund.
Please notify us immediately by calling our Customer Service Team on: 0800 054 2661. See opening times here.
To ensure prompt resolution, please provide the order number and keep the box, packing materials and the damaged items for inspection by the carrier. 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.
This policy does not affect your rights under law as a consumer, which apply in addition.
If for any reason you are not completely satisfied with your La Mer Online purchase, simply return the unused portion and we will be happy to remit your account for the full amount of the purchase.