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Shipping & Returns

SHIPPING & RETURNS

All orders will be dispatched the next working day through Royal Mail, DPD or ParcelForce.

 

We want to make returning an order as simple as possible, so we're happy to offer a refund within 14 days of delivery - provided the items are unused and in the original packaging.

 

*Excludes weekends and bank holidays. In-stock items only.

 

Orders
 

General

Returns
 


 

Do you charge for shipping?
All orders are subject to a flat rate of £3.95.
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Do you ship orders the same day?
All orders will be dispatched the next working day although we’ll try our hardest to ship out all orders placed before 2pm GMT on the SAME DAY.*

All orders are dispatched using Royal Mail, DPD or ParcelForce. UK and Ireland deliveries will typically arrive within 48 hours and elsewhere between 3 and 6 days. You will receive a tracking number in your shipping email, and if you provided a mobile phone number.

*Excludes weekends and bank holidays. In-stock items only.
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What does your status mean?

  • Order processing means your order could be at any point between the warehouse receiving it and dispatching your goods.

  • Order Completed means your order has left our warehouse. You'll receive an email confirming dispatch and a text message via our courier company that will detail how you can track your order when it has left the warehouse.

  • Cancelled means your order has been cancelled either by you or us.
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Missing, incomplete or damaged orders
If your order is incomplete or damaged please GET IN TOUCH via our website or social media and we will gladly look into this for you. Please note this is only available to orders placed within the last 14 days, per our return policy.
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Your purchase history
Your past online orders will be displayed if you signed in to checkout before completing your purchase. If you'd like to record your order history it’s important to log in to the checkout stage when completing a transaction, even if you logged into your main account earlier.
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Your Lozano Skincare account
How can I change my email, home address, password or payment details?

If you would like to update any account details, log into your account through lozanoskincare.com. Scroll down to the 'Your details' section, where there are options to update your contact details, address, promotional preferences or to edit your password.
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I’ve forgotten my password
Simply enter the email address you registered with in our ‘forgotten password’ form, going through the 'My Account' link at the top of the page. We'll send you an email containing instructions on how to reset your password. Do ensure you check your spam/junk folder as occasionally our email may end up there.
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How do I opt out of marketing emails?
You can opt out of Marketing by going to Promotional preferences via your email marketing newsletter. However, opting out of receiving information about Lozano Skincare means we'll be unable to continue your Lozano Skincare membership.
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Returning an item
If you need to return a product purchased through our site for any reason, you may return the item(s) within 14 days for an exchange or refund. Return acceptance is at the sole discretion of Lozano Skincare. Please GET IN TOUCH via our website to return a package.

It can usually takes up to 7 working days (excluding weekends and bank holidays) from the date of your return for your parcel to be delivered back to our warehouse and processed.

We'll send you an email as soon as we've completed your return, letting you know whether a refund or exchange has been processed. Please allow up to 3 days for the return to be processed, at which time a credit or exchange will be made depending on your request.

Any refund will be automatically issued to the payment method you used to place your original order. This typically takes 5 working days in the UK, depending on your payment method issuer.
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How do I return an item?
If you need to return a product purchased through our site for any reason, please GET IN TOUCH with us in the first instance. Only orders purchased within 14 days can be returned.

We ask you to please return your items using a tracked postal service. Should your return be lost or damaged in transit, carriers require that you file the tracer or claim. We cannot be held responsible for returns lost in transit.
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Refund policy
If you've changed your mind about your purchase, please return it in its original condition with proof of purchase within 14 days of receiving your order and we'll exchange or refund it.

We can’t offer refunds or exchanges, unless faulty.
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Methods of payment and refunds
If you paid by credit or debit card, we’ll refund the same card originally used to place and pay for the order.
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To make skincare complete and convenient

Lozano looks to create products to enhance and complement existing daily skincare routines. This shifts the focus to products that will ‘boost’ your skin by giving it that extra va-va-voom for the best possible results

* Free Delivery in the UK and Ireland on Full Size Only 

LOZANO SKINCARE

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Lozano Skincare Ltd: Registered Office, Kemp House, 160 City Road, London, EC1V 2NX
Registered in England. Company Number: 11429354
Copyright © Lozano Skincare Ltd 2018