Legal

If you are not satisfied with what you bought on Lashala, you may be eligible to return it and get a refund by following the simple procedure set out in this Return and Refund Policy.

1. How do I make a return?

You can make a return by following these steps:
1. Please go to your Lashala account on lashala.ph or on the app to request a refund. If you do not have a Lashala account, please click on “Save your Order” in your Lashala order email to make a return.

II. Find the relevant order in “Your Orders” and click on the “Return/Refund” button.

III. Select the item(s) you would like to return and the reason for the return. Depending on the reason you selected, you may be required to provide further information related to the order. After you provide the required information, click the “Next Step” button to proceed.

IV. If there is no need to return your item, then your final step is simply to select your refund method. You may choose to receive your refund as a Lashala credit balance or be credited back via your original payment method. Make your selection and click “Submit”.

V. If you need to return your item(s), you will have the option to choose your return and refund methods. If you choose to have the package picked up, please prepare the return items and pack them carefully, then wait for the courier to pick up the package. Our logistics partner will pick it up at your door.

VI. You can check the refund status of your item(s) on your order details page or through Lashala’s SMS/Email/Push notifications.

2. Is the return shipping free?

Return shipping is free on your first return for EVERY order within 30 days from the date of purchase.
When you apply for a return, you may be offered the opportunity to get a partial refund without returning the item(s). If you accept this offer, one free return will be automatically be deducted from the number of free returns you have for this order.

If you have already returned items from an order and would like to return additional items from that same order, you can still do it as long as the 30-day window has not expired.

We recommend that you try to send back your return items in one shipment to avoid paying additional fees. This will likely also minimize the environmental impact of multiple returns.

For the second and subsequent refunds from the same order, you can use the return label we provide and pay a ؜shipping fee, which will be deducted from your refund.

3. Can I return any product I bought on Lashala?

Almost all items you bought on Lashala are eligible for return and refund if you are not satisfied with them, with just a few exceptions:

• Clothing items that have been worn, washed, or damaged after delivery, or have had their tags or hygiene sticker removed.
• Items that are labelled as non-refundable.
• Some free gifts orders.

4. How long do I have before making a return?

If an item is eligible for return and refund, you may return it within the return window of 90 days after the day of purchase.

You are required to send back your return package within 14 days after you submit your return request in the return window. You may not return an item after the 90-day window, calculated from the date of purchase.

5. Refunds

I. For refunds of the returned items, we will process your refunds after we receive the items and they pass quality inspection.

II. For refunds of missing items or items not delivered, choose the corresponding reason after clicking “Return/other help” to request a refund or talk to our customer service personnel for help. The tracking information from the carrier decides whether an item had been delivered or not.

III. Depending on your financial institution, refunds can take 5-14 business days (up to 30 days) to be credited to your original payment account. The original shipping fee is not refundable if your return is not a result of a Lashala’s error. The insurance costs, if any, are also non-refundable.

IV. You can choose to accept Lashala credits instead of a refund to the original payment method.
• Refunds to Lashala credits are faster than your original payment method.
• Lashala credits have no expiration date.
• The refunds to Lashala credits cannot be reversed once the refunds are processed.
• Lashala credits cannot be redeemed for cash and can only be used for purchases on Lashala.

V. You may receive an advanced refund, where we will issue the refund after you dropped off your return package. If we don’t receive the returned items, we may charge your original payment method. The advanced refund will be granted based on your shopping history and at our sole discretion.

VI. You may receive an instant refund, where we will issue the refund before you have returned the items. If we don’t receive the return items, we may charge your original payment method. The instant refund will be granted based on your shopping history and at our sole discretion.

6. Refund timeline

Once we issue your refund, it takes additional time for your financial institution to make funds available in your account.

7. Important Notice

I. The sender’s address on your package is NOT the return address. If you send the return package to that address, the processing time for your return may be delayed. You should only send the return package to the address on the return label we provide.

II. Please make sure that you do NOT accidentally include any items in your return package that you do not wish to return. If you have accidentally included a wrong item, please contact Customer Service. We cannot promise that wrong items will be found and returned and we do not store or provide refunds for such items.

If you have any questions about making a return or this policy, please contact our customer service.