Refund policy
DELIVERY
Your order will be delivered to the delivery address you specify when placing your order. Products comprised within the same order cannot be delivered to separate addresses.
Please note if you have ordered a combination of in stock items and items that are on backorder, your order will be dispatched from our warehouse once all items are back in stock. If you would like to receive items as they become available, kindly contact us to settle any additional shipping charges.
We will send you a shipping confirmation with tracking number when your order is on its way. Products in stock usually ship within 3 working days.
Our courier will not be responsible for any additional carrying, unpacking or positioning of product(s). If you order a large, heavy or bulky product, you should check carefully, before ordering, that its dimensions (allowing for packaging) will allow it to pass freely through the doorways, corridors and if, relevant, stairways of the delivery address.
DELIVERIES OUTSIDE THE UNITED KINGDOM
Our prices are shown inclusive of UK taxes. If you are outside the UK, taxes will be removed at checkout once an address is entered. Your local taxes and any applicable import duties will then be charged by the courier on delivery. Please note that we have no control over these charges and cannot predict their amount.
RETURNS
We are happy to offer an exchange or refund within 14 days of delivery for non-bespoke orders. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To return your product, please email us for a return authorisation and we will issue you with the correct address to return your goods.
RETURN SHIPPING
You will be responsible for paying for your own shipping and associated administration costs for returning your item. These costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
All returns must be sent using a trackable, signed for service. Refunds will not be issued for items that cannot be proven as accepted or signed for by a member of the Lizzet Frausto team at an approved address.
We are not liable to refund goods received by our warehouse that are damaged on arrival. In this case, we would advise you of the condition of the goods received by photograph and recommend that you take up an insurance claim with the postal service you used.
RETURN SHIPPING - INTERNATIONAL
Within 14 days of receiving delivery of your goods, please email us with the following information:
- Order number
- Item(s) to be returned
- Reason - such as size, colour, etc.
We will provided you with a completed Proforma Invoice for you for the items you wish to send back and return this to you via email, which will need to be accompanied with your order. You will need to print 5 copies of this and sign it to accompany your order. Should the five Proforma Invoices not be included in the parcel, we will be charged import fees on the shipment and this may be deducted from the refund amount due to you.
You must retain proof of postage until refunded even if you have used our returns label system. Please endeavour to package items safely as they were posted to you.
REFUNDS (IF APPLICABLE)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 working days. We appreciate you waiting for this time to pass before emailing us to follow up on your refund. Please note any shipping costs you may have paid are not refundable.
For international refunds, the amount you receive back can be less than what you paid based on exchange rates and fees applied by your bank. This is completely outside of our control.
LATE OR MISSING REFUNDS (IF APPLICABLE)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@lizzetfrausto.com .
BESPOKE ITEMS (IF APPLICABLE)
Bespoke items cannot be refunded.
EXCHANGES (IF APPLICABLE)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please email us for an exchange authorisation and we will issue you with the correct address to return your goods.