Refund Policy

This Refund Policy outlines the refund terms, return procedures, and reimbursement processes that apply when you need to return a purchase from us.

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Last updated: September 2025

1. return qualification

Return Window: We accept returns up to 30 days following your delivery date.

Item Condition: Products must remain unworn, in their original packaging, and in pristine condition.

Shipping Responsibility: Buyers are responsible for all return postage costs. We do not supply prepaid shipping labels.

Return Process: All returned items must be sent to the authorized address supplied by our customer support team. We cannot accommodate walk-in returns or drop-off services.

Processing Time: Refunds will be processed within 7 working days once the returned item has been received and evaluated.

Additional Fees: We do not impose restocking charges.

2. return process steps

Contact contact@loreternel.com within 30 days of receiving your order.
Include your order reference number and explanation for the return.
Our support team will provide return guidelines and the authorized shipping address.
Send your items following the provided instructions.
After your return is received and validated, a refund will be issued within 7 working days.

3. product exchanges

We offer exchanges exclusively for faulty or incorrectly shipped items. To initiate an exchange, contact contact@loreternel.com with your order reference number and photographs documenting the problem.

4. items excluded from returns

The following products are not eligible for return:

Previously used or opened products
Items missing original packaging
Gift certificates or promotional complimentary items
Perishable goods or personal hygiene products (where applicable)

5. damaged or wrong items

If your order arrives damaged or contains incorrect items, please notify us immediately. Provide your order reference number and photograph of the issue so we can arrange for a replacement or full refund.

6. return shipping address

Do not return any merchandise without prior approval. After your return request is authorized, our team will supply the official return shipping address.

7. questions or support?

If you have inquiries about delivery or require help with your order, please check our FAQ section or contact our customer support team.

8. contact details

L'Or Éternel
6 Temple Avenue, Temple, London EC4Y 0DF, UK

Email: contact@loreternel.com
Phone: +44 7366 243437
Contact Form: Click here
Support Hours: Monday to Friday, 9:00 AM - 5:00 PM (London-GMT)
Weekend: Closed
We typically respond to inquiries within 1-2 business days.