FAQs

LEMONADE FAQs


Have you received my returned items?
Please keep hold of the post office receipt once your returns are scanned. This has tracking
information that is important for yours and our reference


What is your Returns Policy for orders sent to the UK?
Returns
Please follow our step by step instructions below to create your return
1. Login to your Lemonade account
2. Go to 'My Order History'
3. Under 'Order Reference' please select relevant order number (e.g. WEB12345)
4. Select box next to item you wish to return and click 'Return Item(s)'
5. Select 'Reason for Returns' in drop down box and select 'Return'
6. You will receive an email with your returns form.
7. Please download and print the returns form and place inside your package.
8. We offer the option to purchase a returns postage label which is cheaper than the post
office. Please click link below to purchase.  https://www.lovelemonade.com/search/returns-
label
 
If you have not enclosed a return form, we are unable to accept your return.  If you need help
with a returns form, please contact us at sales@lovelemonade.com.
We accept the returns of damaged/faulty items only if they are returned in their original
packaging and condition within 14 days of receipt.  Any returns outside this timescale will be
returned to you or a credit will be issued to your Lemonade account at our discretion.
If an item is damaged/faulty and returned to us within 14 days of receipt, we will issue a full
refund for the item.  Please contact us as soon as you have noticed the fault via email at
sales@lovelemonade.com with a photo of the item so we can assist you further
We accept returns for unwanted items within 14 days of receipt. All returned items must be
unworn and in a suitable condition.  Failure to do this may result in us being unable to refund
you and we may have to send the item back to you.
In the interests of hygiene refunds/returns are not accepted for any pierced products or
pierced products that are part of a set and all Make Up
Should you be unhappy with any aspect of your purchase you must inform us immediately
upon receipt by email at sales@lovelemonade.com or by telephone 0203 137 6925 stating the
problem.
 
If you choose not to purchase a returns label from us we recommend when returning to use a
recorded service to ensure that they are received. Please ensure that you keep a copy of your
proof of postage that you are given by the post office. A great way to do this is by taking a
photo
Please return all items to the following address:

Lemonade
3 Park Industrial Estate, St Albans, AL2 2DR
What should I do if my order hasn't been delivered yet?
Please allow 2-3 working days (2-4 for Northern Ireland) from the date you receive your
dispatch email for your item to be delivered. If your estimated delivery time has passed
please contact our customer care team on 0203 137 6925 or on sales@lovelemonade.com to
investigate this for you


How can I get a new returns form?
Please follow our step by step instructions below for returning an item
1. Login to your Lemonade account
2. Go to 'My Order History'
3. Under 'Order Reference' please select relevant order number (e.g. WEB12345)
4.  Select box next to item you wish to return and click 'Return Item(s)'
5. Select 'Reason for Returns' in drop down box and select 'Return'
6. You will receive an email with your returns form
7. Please download, print and fill in the returns form ensuring you write your Return
Authorisation Number (RAN) on the shipping label (this will be found in your email)
When will I receive my refund?
Please allow up to 10 days for refunds to show in your account


How do I use my credit?
To redeem your Lemonade credit please follow the instructions below
- Log in to your Lemonade online account (using email:     and password:   )
- Once you login, click "My Account" to view your E wallet credit.
- Select your products and add to basket
- Proceed to checkout
- Select to pay by card (please note- if you select PayPal it will NOT redeem the credit)
- Enter card details to pay any balance that exceeds your credit
Can I exchange an item in my order?
As our stocks are not guaranteed and are changing rapidly all the time we advised to re order
the product you wish to receive, and we will then refund your return including postage once
we receive it. Alternatively, once we receive your return we can credit your Lemonade
account with your refund plus postage for you to make a new purchase


Can I amend my order?
Once an order is processed we can amend items/details until the order is dispatched


Can I cancel my order?
You can cancel your order with us up until dispatch. Once the order has been dispatched we
are unable to recall it, so you would need to create a return. We will issue you with a full
refund for the items you have purchased and the cost of standard delivery if you've paid for
shipping


My order is missing an item?
We may have sent your items in separate parcels. Please check your emails and your invoice
as this will have details and an item may be ‘To Follow’. Alternatively, contact our customer
care team with your order number on 0203 137 6925 or sales@lovelemonade.com

I have an incorrect item in my order
We want to sort out any issues or incorrect items in your order right away. Please contact our
customer care team with your order number on 0203 137 6925 or sales@lovelemonade.com
We will get back to you as soon as we can, and a replacement will be sent as quickly as we
can


Can I return more than one item in the parcel?
Yes, this is not a problem if everything in the parcel is on your returns form with the relevant
order numbers


What methods of payment do you accept?
We accept all major credit cards including Visa, Maestro, Mastercard and PayPal


I have received a faulty item
We want to sort out any issues with damaged/faulty items in your order right away. Please
contact our customer care team with your order number on 0203 137 6925 or
sales@lovelemonade.com

 

Top