Shipping and Return

I. Delivery and Receipt

1. SCOPE OF APPLICATION

Applicable to all provinces and cities nationwide.

2. DELIVERY AND RECEIPT TIME

Orders, once processed, will be delivered within 24 hours or according to the synchronization process.

For customers in remote provinces, after order processing, the estimated delivery time is 3-7 days. However, depending on the availability of goods, conditions, etc., the delivery date may vary.

Delivery time is calculated from the moment the order is placed with the consultant upon receipt of the goods.

In case of delays in delivery or if the product is not sold within 15 days, customers can cancel the order without incurring any costs.

3. DELIVERY METHOD

For customers in remote provinces/within the city/outside the city: Use delivery service.

(*) Defining the responsibilities of merchants and logistics service providers regarding the provision of goods documentation during delivery:

• The shipping company is responsible for providing goods documentation during delivery.
• Lemistryfragrance.com is responsible for providing complete and accurate documentation related to the goods to the logistics service provider and the consignee.
• All orders are pre-packaged and sealed by Lemistryfragrance.com before shipment.
• The shipping company will only be responsible for transporting goods in their original packaging, providing a delivery note containing information such as: Recipient information (including: Recipient's name, phone number and address, and name of the goods).
• The shipping company has the right and responsibility to provide invoices to state management agencies upon request.- All orders contain the following information on the packaging: Recipient's name, phone number, and address.
• To ensure the safety of goods, Lemistryfragrance.com will include a valid sales receipt for the product in the package (if applicable). After customer confirmation, Lemistryfragrance.com will issue an electronic invoice and send it to the customer's provided email address.
• The financial invoice or sales receipt serves as a basis for handling complaints, such as determining the market value of the goods, ensuring the legal circulation of goods, etc.

4. INSPECTION POLICY

Upon receiving the goods, customers have the right to request the delivery staff to open and inspect the goods before accepting them.

In case the order is delivered with the wrong product, the customer has the right to return the goods and not pay.

If you have paid in advance but your order is incorrect, you can request a refund or a replacement order as ordered.

For refund or order exchange requests, please contact us via email: info@lemistryfragrance.com or phone number 0367 673 361. We are committed to resolving all your requests.

II. Return and Exchange

1. RETURN AND EXCHANGE POLICY

Scope of Application: Returns and exchanges are accepted within 12 hours for products damaged due to shipping errors or manufacturing defects.

2. RETURN AND EXCHANGE CONDITIONS

Return/Exchange Period: Within 7 days from the date of the return/exchange request.

The product packaging and labels must remain intact during return/exchange.

Only one return/exchange is allowed per product.

Products Not Eligible for Return/Exchange: Products that have exceeded the return/exchange period and products not damaged due to shipping errors or manufacturing defects.

For undelivered items: Customers can contact their sales representative to discuss switching to a different item.

For defective products:

• Upon delivery, please check if the goods are as ordered, if they meet your requirements, and if they are the correct type. If the goods are found to be defective due to the supplier's fault, you can request an exchange for a new product, with all costs borne by the company.
• If the product is defective due to customer fault, the supplier is not responsible for exchanging the goods.
• If you wish to exchange the goods, you will incur additional costs and return shipping fees. The difference in cost between the exchanged product and the original product depends on the product and the agreement between the customer and the sales representative.

For further details, please contact us:

• We are also happy to listen to your feedback and requests.
• You can contact our hotline: 0367 673 361 (during business hours) to provide your feedback on our products and services.

III. Receive and Resolve Inquiries

1. PURPOSE

At L'EMISTRY, customer satisfaction is our highest priority. We have established a transparent process for receiving and resolving customer feedback, requests, and complaints to ensure that every concern is properly acknowledged, handled fairly, and responded to within a reasonable timeframe in accordance with applicable laws. This Policy applies to all customers who purchase products or use services through L'EMISTRY.

2. CHANNELS FOR SUBMITTING FEEDBACK, REQUESTS, AND COMPLAINTS

Customers may submit feedback, requests, or complaints through any of the following channels:

• Website: lemistryfragrance.com
• Hotline: 0367 673 361
• Email: info@lemistryfragrance.com
• Online Contact Form available on the Contact or Customer Support page.

Customers are kindly requested to provide the following information:

• Full name;
• Phone number;
• Email address;
• Order number (if applicable);
• Details of the feedback, request, or complaint;
• Relevant photos, videos, or supporting documents (if any).

3. COMPLAINT HANDLING PROCEDURE

Step 1 – Receipt of Information

Upon receiving a customer's feedback or complaint, our Customer Service team will acknowledge the submission and verify whether all necessary information has been provided.

If additional information is required, the customer will be contacted to supplement the submission.

Step 2 – Verification

L'EMISTRY may carry out the following verification procedures:

• Review order information;
• Verify transaction records;
• Check shipping status;
• Coordinate with the shipping carrier or relevant departments where necessary.

Step 3 – Initial Response

Once sufficient information has been received, we will confirm receipt of the request and provide an estimated resolution process.

Step 4 – Resolution

Depending on the nature of the case, L'EMISTRY may:

• Provide clarification or explanations;
• Process product returns or exchanges;
• Issue refunds (where eligible);
• Arrange replacement shipments;
• Update order information;
• Apply other appropriate solutions in accordance with L'EMISTRY's policies.

Step 5 – Completion

Once the matter has been resolved, L'EMISTRY will notify the customer of the outcome via telephone, email, or the registered contact method.

4. RESPONSE TIME

If additional verification is required, we will proactively notify customers of any expected delay.

5. SUPPORT MEASURES

To ensure efficient and accurate complaint resolution, L'EMISTRY may:

• Maintain transaction and order history;
• Track complaint status through our internal system;
• Verify payment information;
• Coordinate with shipping carriers;
• Review customer-provided photos, videos, and supporting documents;
• Provide support via phone, email, and online forms;
• Coordinate among relevant departments to ensure prompt resolution.

6. CUSTOMER RIGHTS AND RESPONSIBILITIES

Customers are responsible for:

• Providing accurate and truthful information;
• Cooperating during the verification process;
• Refraining from abusing this policy for fraudulent purposes.

L'EMISTRY reserves the right to refuse to process requests where:

• The information provided is inaccurate;
• There is insufficient evidence for verification;
• Fraudulent activity or legal violations are suspected.

7. CONTACT INFORMATION

• Website: lemistryfragrance.com
• Hotline: 0367 673 361
• Email: info@lemistryfragrance.com