Returns & Refund Policy

We want you to be completely happy with your purchase. If you are not, you may return an item within 14 days of delivery.

What can be returned

Items must be:

Unopened and unused
In their original, factory-sealed packaging
With the batch code and all seals intact

For hygiene and safety reasons we cannot accept skincare that has been opened, used, or had its seal broken.

How to start a return

Email help.lamercreme@gmail.com within 14 days of delivery with your order number and the item you wish to return. We reply within 24 hours on business days with return instructions and the return address. Please do not send anything back before contacting us — unannounced returns cannot be tracked to your order.

Return postage

You are responsible for return postage on a change-of-mind return, and we recommend using a tracked service as we cannot refund items that do not reach us.

If an item is faulty, incorrect, damaged in transit, or not genuine, we cover the return postage in full.

Refunds

Once your return arrives and passes inspection, we issue the refund to your original payment method within 5–10 business days. You will receive an email confirmation when the refund is processed. Your bank may take a few additional days to show the funds.

Damaged or incorrect items

If your order arrives damaged, or you receive the wrong item, email us photographs of the product and the packaging within 48 hours of delivery. We will arrange a replacement or a full refund, including all shipping costs, at no cost to you.

Items that cannot be returned

Any item returned after the 14-day window
Any item that has been opened, used, or unsealed
Any item returned without its original sealed packaging or with the batch code removed

Cancelling an order

You can cancel within 24 hours of ordering, provided the order has not yet shipped. Email us with your order number as soon as possible. Once dispatched, an order cannot be cancelled — but this returns policy still applies.

Authenticity

Every product we sell is genuine, brand new and factory sealed. If any item you receive is not genuine, we refund you in full including return postage, with no time limit. See our Authenticity Guarantee.

Contact

La Mer Crème — help.lamercreme@gmail.com
335 Stockport Road, Denton, Manchester, England M34 6AZ, United Kingdom