SHIPPING & RETURNS POLICY

Effective Date: September 20, 2026

This policy outlines how Lacrella processes, ships, and handles returns for your orders. By placing an order with us, you agree to the terms outlined below.

1. Order Processing Time

We pride ourselves on rapid fulfillment. All orders are processed and routed to our manufacturing partners in less than 1 business day (within 24 hours) of order placement. You will receive an order confirmation email immediately upon completing your checkout. Please note that once an order is processed and sent to our supplier, we cannot guarantee any changes or cancellations.

2. Estimated Shipping Times

Lacrella partners directly with global manufacturers and suppliers to provide our products. Because your items are shipped internationally from our partners’ overseas facilities, standard delivery to the United States typically takes 7 to 15 business days from the date of dispatch.

Note: This 7-15 day window is the standard timeframe for dedicated international shipping lines. While most packages arrive within this window, occasional delays may occur due to US Customs processing, extreme weather, or peak holiday carrier volume.

3. Shipping Rates

Shipping charges for your order are dynamically calculated and displayed at checkout. Rates are not fixed; they depend on the specific product (including weight and dimensions) and the final delivery address provided. You will always see the exact shipping cost before submitting your payment.

4. Order Tracking

Once your order is packaged and dispatched by our supplier, you will receive a shipping confirmation email containing your tracking number. Please allow 24 to 72 hours for the tracking information to become active and update in the carrier’s system.

5. Separate Packages (Split Shipments)

To ensure the fastest possible processing times and offer a wide variety of products, we source our inventory from multiple specialized suppliers. If your order contains multiple items, they may be dispatched from different warehouses. As a result, your items may arrive in separate packages on different days. You will be provided with tracking numbers for each individual package.

6. Customs, Duties, and Taxes

Lacrella is not responsible for any customs fees, duties, or taxes applied to your order. All fees imposed during or after shipping are the sole responsibility of the customer.

7. Address Errors & Lost Packages

It is the buyer’s responsibility to ensure that the shipping address entered at checkout is complete and entirely accurate. Because our processing time is less than one day, the window to correct an address error is extremely limited. Lacrella is not liable for packages that are lost, returned, or delivered to an incorrect address due to customer input error.

8. Return Policy & Hygiene Standards

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Strict Hygiene Rule for Skincare & Beauty:

Because Lacrella sells cosmetic and skincare products, health and hygiene regulations strictly apply. To be eligible for a return, your item must be in the exact same condition that you received it: unworn, unused, unsealed, and in its original, unopened packaging. We cannot accept returns on beauty products that have been opened, tested, or used under any circumstances.

9. Damaged, Defective, or Incorrect Items

Please inspect your order upon reception. If the item is defective, damaged in transit, or if you received the wrong item, please contact us immediately (within 72 hours of delivery) so we can evaluate the issue and make it right.

To process a claim for a damaged or defective item, you must email us with:

1. Your order number.
2. Clear photographs of the damaged product.
3. Clear photographs of the shipping packaging it arrived in.

Once verified, we will issue a free replacement or a full refund without requiring you to ship the broken item back to us.

10. How to Initiate a Return

To start a return for an unopened/unused item, you must contact us at business@lacrella.com. Do not send your purchase back to the manufacturer’s address listed on the shipping label.

If your return is accepted, we will provide you with a Return Merchandise Authorization (RMA) and instructions on where to send your package. Items sent back to us without first requesting a return will not be accepted.

Note on Return Shipping: For “change of mind” returns on eligible unopened items, the customer is responsible for purchasing their own return shipping label. Original shipping costs are non-refundable.

11. Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method (via Paygate.to) within 5-7 business days. Please remember it can take additional time for your bank or credit card company to process and post the refund to your account.

12. Contact Us

For any questions regarding shipping, tracking, or returns, please contact our support team at:

Email: business@lacrella.com