FAQ


ORDER STATUS

How can I change address or phone number in Order?

If you wish to change address or phone, you can connect us on order@lakmeindia.com / call us on 1800-3002-6286. If your order is not shipped, our team shall make the necessary changes. You cannot change the address once the order is shipped.

How do I check the current status of my order?

You can review the status of your orders by visiting the "Order History" tab in your "My Account" page and you can instantly see the status of a specific order and all your past orders.

Once the order is shipped, the order will have a 'shipped' status. You can track in detail through the tracking details shared on your registered phone number.

Why is my order not showing?

You can track all your orders from the 'Order History' option under 'My Account'. If your most recent order is not showing after successful payment, please do not worry and contact us on order@lakmeindia.com / call us on 1800-3002-6286

What do I do in cases of failed delivery?

In case of any concern with delivery of your order, you can contact us on order@lakmeindia.com / call us on 1800-3002-6286

 

RETURNS AND REFUNDS

Lakmé Return Policy

Returns will not be accepted under the following conditions:

-Product is damaged
-Returned without original packaging including price tags, labels, original packing, freebies and other accessories or if original packaging is damaged
-Serial Number is tampered
-Product is used or altered
-If request is initiated after 5 days of order delivery.

Please Note: The request will be accepted only if request is initiated within 5 days  post order delivery. For questions related to a particular product, you can read the product's 'description' on the Lakmé Website for more detailed return policy.

How do I return an item purchased on Lakmé?

If you wish to return a product, you can follow the process. This process can be done with few simple steps:

Step 1: Within 5 days of receiving the order, follow one of the following steps:
a. Contact our Customer Support team via email on order@lakmeindia.com b. Call our customer care on 1800-3002-6286

Step 2: Provide us with your order ID details and your request to return/replace/refund your order. Kindly share an image of the product and the invoice for our reference through email.

Step 3: We will be responsible to pick the item from you. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.

Note: If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund you the full amount.

Returns will not be accepted under the following conditions:
- Product is damaged
- Returned without original packaging including price tags, labels, original packing, freebies and other accessories or if original packaging is damaged
- Serial Number is tampered
- Product is used or altered
- If request is initiated after 5 days of order delivery.

I have received a damaged /defective /wrong product in my order, how should I proceed?

A rigorous quality check process is followed before the products are shipped. However in the rare case that your product is damaged during shipment or transit, you can request for a replacement or cancellation and refund.

If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your return/refund within 5 days of receiving the order:

Step 1: Within
5 days of receiving the order, follow one of the following steps:
a. Contact our Customer Support team via email (order@lakmeindia.com)
b. Call our customer care on 1800-3002-6286

Step 2: Provide us with your order ID details and your request to return/replace/refund the defective/wrong items in your order. Kindly share an image of the product and the invoice for our reference through an email.

Step 3: In this case, we will be responsible to pick up this item from you. In case of a wrong product, we will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.

Note: Returns will not be accepted under the following conditions:
- Product is damaged
- Returned without original packaging including price tags, labels, original packing, freebies and other accessories or if original packaging is damaged
- Serial Number is tampered
- Product is used or altered
- If request is initiated after days of order delivery.

If it is a case of replacement, it is subject to the availability of stock. In the case that a replacement may not be available, we will refund you the full amount.

How can I track my return status?

Once we have received your returned order, we'll take the necessary action and we'll update you through email.

When will I get my return refund?

The refund of the returned item will be initiated after we receive the product(s) back and go through a quality check process for its packaging/condition. You will be notified through email regarding the same.

Can I return part of my order?

Yes. A return can be created at an item level. You can initiate a return/replacement/refund for any individual item by following the process mentioned under:-

This process can be done with few simple steps:

Step 1: Within days of receiving the order, follow one of the following steps:
 a. Contact our Customer Support team via email on order@lakmeindia.com
 b. Call our customer care on 1800-3002-6286

Step 2: Provide us with your order ID details and your request to return/replace/refund your order. Kindly share an image of the product and the invoice for our reference through email.

Step 3: We will be responsible to pick the item from you. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.

Please Note: Returns will not be accepted under the following conditions:

-Product is damaged due to misuse/overuse
-Returned without original packaging including price tags, labels, original packing, freebies and other accessories or if original packaging is damaged
-Serial Number is tampered
-Product is used or altered
-If request is initiated after 5 days of order delivery.

If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund you the full amount.

How will I get refunded for the returned orders and how long will this process take?

For payments done through credit/debit cards or net banking or Wallet the refund will be processed to the same source of account from which the payment was made within 48 business hours post receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.

 

RETURNS AND REFUNDS

Are there any cancellation charges?

There are no separate cancellation charges

How do I cancel an order? (before it has been shipped)

If the order or the item(s) that you want to cancel have not been shipped yet, you can cancel the order by informing our team through an email on order@lakmeindia.com / call us on 1800-3002-6286

In such cases, the order will be cancelled and will initiate the refund within 48 business hours post the cancellation request.

Note: Returns will not be accepted under the following conditions: -Product is damaged due to misuse/overuse -Returned without original packaging including, price tags, labels, original packing, freebies and other accessories or if original packaging is damaged -Serial Number is tampered -Product is used or altered -If request is initiated after days of order delivery.

How do I cancel an order? (once it has been shipped)

Follow the below mentioned steps if you wish to cancel an order that has been shipped but has not yet been delivered.

-Please do not accept the delivery of the order
-We will refund your money within 48 business hours after we receive the product(s) back and verify its packaging/condition,
-An update will be communicated to you via email.

Cancellation Policy

Cancellation of Orders
Cancellation before Shipment: To cancel an order before it is shipped, write to us on order@lakmeindia.com or call us on 1800-3002-6286

Cancellation after Shipment but not delivered: In case you wish to cancel your order, Kindly do not accept the delivery of the order which has already been shipped, the refund shall be initiated after we receive the shipped products back and verify the condition of the products. we will refund your money within 24-48 business hours. An update will be communicated to you via email.

Will shipping charges be refunded if I cancel?

There is no shipping charge.

When will I get my Refund?

The status of the refund will be shared through an email to you by our team.
In case of cancellation before shipment, we will process the refund within 48 business hours after receiving the cancellation request.

In case of cancellation once the shipment has already been dispatched or if it is being returned, we process the refund once the products have been received and verified at our end.

How will I get refunded for cancelled orders and how long will this process take?

For payments done through credit/debit cards or net banking or Wallet, the refund will be processed to the same source of account from which the payment was made within 48 business hours post receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.

What if I used coupon codes or gift card or reward points for payment and I have to cancel my order?

Coupon codes are intended for one-time use only and shall be treated as used even if you cancel the order.

 

ORDER PLACEMENT

How do I sign up for a Lakmé account?

All you need to do is provide us with your name, email address and a password of your choice. Once you do that, you'll be redirected to your account!

It’s that simple!

What are the benefits of signing up?

Signing up for a Lakmé account will give you substantial benefits and give you a superior experience while shopping. You can:

-Track all past and present orders at any time in one place!
-Receive notifications as soon as any promotion or offer gets live!
-Rate and review products!
-Never fill in your address and payment details more than once!

Do I have to have an account to place an order at Lakmé?

Yes, you need to create an account to place the order.

How do I place a Lakmé order?

You can place your order in a few simple steps –

Step 1: Click the 'Add to Bag' button on the products you wish to purchase and they will be added to your shopping bag Step 2: Log in to Lakmé Account through your email id and phone number, if already registered. Or else, you can also create your account. When you sign up for your Lakmé account, you can enter all your details including your address and phone number on to your account page and it will be recorded for future purposes!

Can I edit my order after confirmation?

If you wish to edit your order, you can connect with us on order@lakmeindia.com / call us on 1800-3002-6286. If your order is not shipped, our team shall make the necessary changes. However, no changes would be possible to make if the order is already shipped!

Can I buy multiple products in a single order?

Sure you can! Just add all the products you wish to buy on to your shopping bag and then click on the “checkout” button.

How do I know that my order is confirmed?

Once your order is confirmed, you will see a confirmation page displaying
- Unique Order ID
- Listing of the item(s) you have ordered
- Shipping address.


In addition, you will receive an email confirming your order details. You will also be notified when we dispatch the item(s) from our warehouse with the respective tracking details.

Can I ship the products to an address that is different from my billing address?

Yes, Definitely!
You can do so by filling in your address as the "billing address" and the address you wish to ship your order to, as the "shipping address"

Can I leave items in my shopping bag for future purchase?

Yes, you can leave items in your shopping bag, however the price and availability of these products will be reflected on a real time basis. Hence, there is a possibility that the product may get sold out or the offer on the product may expire from the time you added it to your shopping bag.

Can I order a product that is “Out of Stock”?

Unfortunately, products listed as “Out of Stock” are not available for sale. However, we can notify you as soon as the product is back in stock.

- Simply click on the product.
- Once you are on the product page, you will immediately see an option to notify you when the product is back in stock. All you have to do is provide your registered email address.
- Remember, this can only be done if you have a Lakmé account and are signed in.

 

SHIPPING AND DELIVERY POLICIES

How does the delivery process work?

Once our system processes your order, your products are inspected thoroughly to ensure they are in a perfect condition.
Once they pass through the final round of quality check, they are packed and handed over to our trusted delivery partner.
Our delivery partners then bring the package to you at the earliest. In case, they are unable to reach your provided address or at a suitable time, they will contact you to resolve the issue.

How are items packaged?

We package our products in boxes, which are covered in a plastic layer. Each individual product is packaged in bubble wrap while fragile items like bottles are safely secured with additional bubble wrap.

We pride ourselves on the quality of our packaging. Till date, we have received minimal complaints about damaged products due to our packaging.

What is the range of locations to which Lakmé ships their products?

Lakmé ships throughout India!

My order has been shipped. Now how can I track it?

Once your order has been dispatched, you will receive an email with the tracking details-
- Tracking number
- The courier company that is processing your order.

What is the estimated delivery time?

We dispatch most orders within 2-5 business days (i.e. excluding Sundays and public holidays).

If you are ordering our products from a Mega Sale event, dispatches may be a bit delayed due to increased volumes. We will target to dispatch all orders within 5 days of order date.

Are there any shipping charges applicable on my order?

Yayy! No shipping charges on any order.

Does Lakmé have any physical stores?

Yes, Lakmé has its physical stores!

 

 GIFT WRAP

Can I do a Cash on delivery giftwrap order?

No. We only allow prepaid payments for gift wrap orders

How much do I have to pay for gift wrap orders?

Yay! Gift wraps are for free!

How can I place a gift wrap order?

When you proceed for payment, you'll see a Notes tab in the Billing Information below the email ID. Enter your requirements in that tab.

 

AUTHENTICITY AND GENUINESS

How can I be sure that I am buying genuine Lakme Products from the Site?

We do not accept any grey market products. We only buy our inventory directly from the owner of brand Lakme or authorized distributors of the brand. Rest assured that the products you buy from this website are genuine and authentic.

What measures does Lakmé take to ensure the products are not damaged during delivery?

We at Lakmé maintain a very high level of quality control and till date, we have received minimal complaints about the quality of our packaging.

To ensure your products remain undamaged during the shipping process, we package our products in boxes, which are covered in plastic layers. Each individual product is then packaged in bubble wrap while fragile items like bottles are safely secured with additional bubble wrap

Do the storage systems ensure that the quality of the products is intact?

100% of our inventory is kept in our warehouse. We only sell our freshest products.

What about Warranty and Benefit claims of the Products?

The product warranty and benefits claimed for the product as per the manufacturer / brand remain fully valid

 

MY ACCOUNT

How can I make a Lakmé account?

Just click on "Account" icon on the top-right hand corner of the page and click "create an account". Fill in your Name, Email ID & Address. And, it's done!

How can I save my address on Lakmé?

You have an option of default address, which you can select while placing an order and it will be recorded for future purposes! This way you do not have to keep filling in your details for every new order.

What if I have forgotten my account password?

When signing in you can click on the forgotten password link below the sign up area.

You will be redirected to a new page where you will be instructed to fill in your registered email address.

You will receive an email with a link to reset password.

How will my personal information be used

Please refer Unilver Privicay Policy for the way we deal with and handle your personal information

 

GENERAL

How do I pay for a Lakmé purchase?

Lakmé offers you multiple ways to pay securely. These include:
- Debit and Credit Cards
- Net banking
- Wallets
- UPI
- Cash on Delivery

How safe is it to use your debit/credit card or make an online payment on Lakmé?

We use the 3D Secure payment gateway for card payments and the CC AVENUE payment gateway for netbanking. These are industry-standard secure payment methods so that we can ensure that all your online transactions at Lakmé are processed in an extremely secure environment.