Shipping Policy
Despatch & Delivery Information
Please allow 1-3 working days for our team at L'Or Sublime to prepare your order for despatch. Following this, the time it takes for your parcel to arrive will depend on its final destination.
Estimated Delivery Times:
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USA: 5-10 working days
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UK: 5-10 working days
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Australia: 5-10 working days
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Canada: 7-12 working days
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Europe: 7-12 working days
The moment your order is on its way, we will send a confirmation email containing all the necessary tracking details. Kindly note that deliveries are managed by external courier services. Therefore, unforeseen delays can sometimes occur due to circumstances beyond our control, such as bank holidays, customs holds, or service disruptions.
Delivery Address Accuracy
To ensure a smooth delivery, customers are responsible for providing an accurate and complete address at checkout. Our team works efficiently to process orders, which means there is a very limited window to amend an order or its delivery address.
Should you notice an error, please contact us immediately. While we will make every effort to apply the correction, we cannot guarantee changes can be made once an order is in processing. If an order has already been despatched to an incorrect address, our only option is to await its return to our warehouse. Upon its return, we can either re-despatch it to the correct address or issue a full refund for the product(s).
L'Or Sublime is not liable for any parcels marked as "delivered" by the courier that are subsequently lost or stolen. In these situations, we may offer a one-time re-despatch as a gesture of goodwill, but refunds will not be issued.
Issues with Your Order
If your order arrives damaged, faulty, or is not what you were expecting, please notify us within 5 days of its arrival. To help us resolve the matter swiftly, please include clear photographs or a short video illustrating the problem in your email.
After confirming the issue, we will gladly arrange for a complimentary replacement or provide you with store credit. Please be aware that when purchasing from our store, you agree that the resolution for such cases will be a re-despatch or store credit, as refunds are not offered for damaged or incorrect items.
30-Day Return Policy
We hope you are delighted with your purchase. However, if you are not completely satisfied, you may request a refund within 30 days from the date of delivery.
To begin the return process, please email our customer service team with your order number and the reason for the return. If an item is faulty, a supporting photo or video is required to assess the defect.
Customers are responsible for covering the cost of return postage. You may use any courier service you choose to send the item back to the return address we provide. Once your return is received and processed, we will confirm this via email. The refund will cover the cost of the item(s) but does not include the original delivery charge.
Order Cancellations
If you need to cancel your order, please contact us straight away using the email address linked to your purchase. We can process an immediate, full refund for any order that has not yet left our warehouse.
If the order is already in transit, the cancellation will be handled as a return. In this case, we will issue your refund as soon as the items have been safely returned to us and processed.