Personal Data Protection

Lapelle Cosmetica Health & Beauty Trading ensures complete confidentiality of all data provided. Our store has a single view that makes the customer experience easier: fast access to all products, placed orders and received communications on beauty programs, promotions or any other relevant content for visitors. Please check our Privacy Policy here.

The customer may, at any time, at any time, access their account and change their personal data.

Shipping Cost | Freight Charges

Carriers apply the transport cost according to the destination country and weight of the items. 

The freight is calculated and displayed automatically on our website (checkout page), after selection of the destination country.

Tracking

All orders shipped by Lapelle Cosmetica Health & Beauty Trading have a tracking code associated, sent by email as soon as your order is shipped. The result is given by J&T Express, LBC, Lalamove or Grab Express.  

Cancellation Policy

All orders are processed and shipped within the working days of the Philippine national calendar. When placed until 17:00 (GMT), they are shipped on the following day. Rare exceptions may occur, in such case your order will be dispatched as soon as possible. In case you want to cancel the order before it’s dispatched from our warehouse, you can do it by following the link sent in your order confirmation mail “SEE ORDER DETAILS”. This is the quickest way of doing it. Only if you have any difficulty, as an alternative, you can immediately contact our Customer Care Service through our email [email protected], indicating the number of your order and the subject.

After the order is dispatched, some of the couriers we work with allow you to cancel the delivery  even after its dispatch. Once the order is dispatched it is not possible to cancel the delivery.

When cancellation is not possible anymore, as an alternative you can refuse delivery or, if you accept it, you can return the order with expenses at your own cost. Be aware that in Express Shipping methods, the refuse and return of an order has returning costs associated. Our team will support you in this matter.

Cancellations by our resolutions can be proceed:

In cases of orders with strong evidence of fraud, Lapelle Cosmetica Health & Beauty Trading cancels and refunds the orders without any other justification, in order to protect all parties involved.

In specific cases (especially in the event of discounts or clearance sales), when the quantity included in the order is very high and the order compromises our marketing campaign. We supply goods only in a quantity usual for household consumption.

In rare cases of orders only with out of stock items. Lapelle Cosmetica Health & Beauty Trading cancels and refunds the order and notify the customer.

Delivery Time

Lapelle Cosmetica Health & Beauty Trading ships across the Philippines from its office at Quezon City. The delivery time after dispatch, depends on the destination city, region and the shipping method.The estimated delivery time is stated on the checkout page of the order and is confirmed on the shipping confirmation e-mail of the order. This period does not include the period of time that destination customs hold the order for inspection. Delivery periods may differ from the estimated ones in certain exceptional periods of increased e-commerce flow (examples: Black Friday, Christmas and holidays). We suggest that you purchase taking into account this information to have your expectations fulfilled.

Carriers do not allow us to schedule a specific time for delivery of your order, so it is important to mention the correct delivery address open to reception during working hours, for example, your workplace.

Orders are posted in the carriers within 1 business day after payment confirmation,

This period may be changed if by an exceptional situation, a payment review/validation is required or if a product runs out of stock. In this situation the customer is contacted immediately, and a solution is provided. Customer always has the possibility to cancel the order.

Please note: We supply goods only in a quantity usual for household consumption. In specific cases (especially in the event of discounts or clearance sales), we are entitled to determine a maximum quantity that we can supply or adjust the handling, shipping and delivery time in order to guarantee a delivery without any issues.

For deliveries with no tracking or for orders with tracking but no delivery status update, if the destination postal services company informs the recipient that the order is lost, we offer a reshipping or a refund of the total amount of the order to the customer. All prices of goods, including discount prices/marketing campaigns, are valid until further notice or until stocks are sold out.

Return Policy

Lapelle Cosmetica Health & Beauty Trading’s main goal is the customer’s complete satisfaction. 

Purchasing decisions are easy, quick and fully transparent. However, if a customer gives up on the purchase after delivery, the deadline for requesting the return and refund of a product unopened and unused is 15 days after receiving the order. 

The procedure implies:

Filling out the contact form communicating the intention to return the product; As an alternative customer can email us.

Mentioning the Order’s Number;

Mention the reference(s) of the product(s) to return;

No later than within 2 working days our customer care team sends an email with all information needed to return the product (s).

It is very important that the customer waits for our email with the return information and saves the product(s) under the same conditions that they were received (including the package and correspondent label) in order to return it;

Note that there is a maximum period of 7 days after our validation for the return, to send the product(s) to our address accordingly with the instructions provided by our team.

The return’s address is: 

Lapelle Cosmetica Health & Beauty Trading
170 torre Torre Venezia Condominium 
Unit 26B scout Santiago St,
Timog Avenue Quezon City

After we receive the return:

We will review the product(s) within 5 working days after return reception;

If everything is complying with the return policy, customer will receive the refund within 10 days;

Rules for Returns

For the return to be accepted, it is essential to respect the following rules:

• The product must be sealed in its original packaging, including the protective cellophane or labels (if any);
• If the product has a mark or seal, the seal or any other protection marks must be kept intact;
• The product has to be with all items: samples, gifts, among others, respecting the original shipping conditions;

Returned Orders

Orders shipped by standard shipping/ EMS:

An order can return to our warehouse due to unknown recipient, wrong or incomplete address, unclaimed order, delivery refused, etc.

Customers can track the return using the same tracking link provided for the delivery.

As soon as the return is tracked or once the order arrives at our facilities, as a solution, we can provide our customer the following possibilities:

• Paid reshipment (if stock is available)
• Discount code in the order’s amount deducted of the shipping cost
• Refund in the order’s amount deducted of the shipping cost

For all shipping methods:

Returned Orders due to issues unrelated with the customer are reshipped with no extra cost or refunded totally, depending on the customer’s preference.

Returned orders due to “unclaimed” reason, which means the recipient/someone was not available at the moment of the delivery attempt or, nobody collected the order on the pick up point/post office, and with no communication from the customer to our customer service team are solved with the issue of a discount code.

Refunds

Refunds can be made in the following situations:

• Canceled orders (before shipment);
• Orders returned by postal services (unclaimed or refused on delivery attempt);
• Returns (returnable items);

Validated complaints of damaged, wrong, missing or expired products reported in a maximum of 15 days after order’s delivery. Complaints of allergic reactions to products are not eligible.

Your refund will be processed within 7 business days. It will be automatically issued to the original account used to make the purchase. As an alternative, customer can choose the issue of a discount code in the amount of the order/products. Discount codes are valid for 12 months, counting from the day they are sent.

Exceptions to refunds by the same payment methods are:

• Orders that were placed more than 6 months, are not possible to be refunded by the same method. In such cases, we will ask the customer to send us his bank account details to process it.
• Returned orders due to “unclaimed” reason, which means the recipient/someone was not available at the moment of the delivery attempt or, nobody collected the order on the pick up point/post office, and with no communication from the customer to our customer service team are refunded by discount code in the amount of the order deducting the shipping cost.

Complaints

At Lapelle Cosmetica Health & Beauty Trading, we have a Customer Care team ready to help you with any difficulties or complaints. Please read carefully all the following notes and after, please contact us 

Complaint of an order not delivered yet:

Before making a complaint about a delay, please note that on standard shipping, the dates provided in the shipping confirmation e-mail are only expected ones. We cannot give 100% assurance because there are procedures that are beyond our control, for instance, customs that are regulated by local Government guidelines. The stated period does not include the necessary customs clearance time when your order arrives at the point of destination..

Please note our high level of responsibility and commitment with our customers:

We are responsible for your order until its delivery.

If by any reason the delay makes your purchase pointless, we can refund you taking into account our refund policy:

We accept requests for refunds before the delivery happens. The refund is processed when the customer refuses the delivery attempt and the return procedure is identified on the tracking page.

By standard mail and with no delivery attempt made in the period of 2 months after exceeding the maximum estimated delivery date provided, when the said period has passed, we may assume that the order is lost and proceed with the refund. For deliveries with no tracking, if the destination postal services company informs us that an order is lost, we offer new shipping or the refund of the total amount of your order to our customer.

Complaint of an order that had a delivery attempt:

During the delivery attempt, if the order presents any signs of breach (damaged or wet box, with signs of having been opened, etc.), please reject the order delivery and contact us as soon as possible.
Complaint of an order that was delivered:

You should open the package and carefully check it before discarding the packaging.
If you receive your order in good conditions and, after opening it, you notice that there is a missing or damaged product, please contact us within a maximum of 15 days by email to 

[email protected].

Please follow our guarantee process carefully to minimize any inconvenience – on your email, please provide the following information:

Your order number.

Pictures of the package, shipping label, the items received and the batch number of the product(s);

Detailed description of the damaged item(s).

We will analyze each case individually and offer the most suitable solution. We can offer a refund, partial refund, discount for future purchases or a reship of the product(s). Our goal is to provide the best solution for you as quickly as possible.

Besides damaged, goods shall be considered defective, in particular, when they do not have the usual or presented properties, do not serve their purpose, do not comply with statutory requirements or have not been delivered in the agreed quantity. Please note that an increased sensitivity or allergic reaction to the delivered goods cannot in itself be deemed a defect in the goods. Pictures of goods in our e-shop are illustrative only and do not constitute a binding depiction of the goods’ properties (for example, the packaging image/language or the ingredient list may differ due to a change made by the manufacturer).

Free samples are free services of an advertising nature and do not constitute performance under a purchase agreement. Therefore, no discrepancy in the sample sent shall establish rights under defective performance.

Please remember that claims will be only accepted until a maximum of 15 days after receiving your order. Claims made later will not be accepted.