FAQ

Frequently Asked Questions.

Shipping

1. Places we ship
Worldwide!
2. Handling process
Generally, processing times are within 3-5 business days. We will notify you as soon as your order ships. Please understand that business days do not include weekends or holidays. Due to the pandemic, shipping delays may occur.
3. Delivery time
It can take between 7-15 business days for your product to arrive, depending on where you live.
4. Costs
We provide free worldwide shipping for all orders above $49! Any order below this amount will be charged a flat rate of $9.95.

Refund Policy

1. Returns
We accept returns within 14 days after you receive the products. Once you sign in the receiving receipt, the date will be recorded in our system. If 14 days have passed, unfortunately we cannot offer you any refund or exchange.
To be eligible for a return, your items must be an unused and in the same condition that you receive it. It must also be in the original packaging.
To return an item, please send us an email at support@lematohome.com. We will let you know which warehouse you should ship any returns to, as each customer is associated with the closest fulfillment centre to their geographic location.
Your return cannot be refunded unless you inform us beforehand.
Shipping costs that are charged to return and redeliver will be covered by us if products are defective or wrong. However, if you do not like items or want to return them due to your circumstance, you will have to cover those costs.
If you are shipping an item over 100USD, please consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned items.
2. Cancellations
As long as your product has not been submitted for fulfillment by us, we can cancel the order as long as the notice was made within 24 hours.
If your order has been shipped, we ask that you follow our return policy in order to get a full refund once you receive your product! This means, we CANNOT cancel your order it must be refunded.
We often submit items for fulfillment within a few hours, so the faster you can let us know about the cancellation, the more likely we’ll be able to do it.
3. Exchanges
We only replace items if they are defective or damaged, meaning that items are damaged when receiving or turn out defective within 10 days of arrival. Please be advised that this does not include unavoidable abrasion from manufacturing process or delivery.
Arrival date will be recorded in our system when you sign for delivery. If you contact us after 10 days, there is no way for us to make sure if items are damaged or defective as at delivery or they turn into the condition due to the way you use. Therefore, those requests issued after a week of arrival will be invalid.
If you wish to exchange it for the same item, please send us an email at support@lematohome.com with pictures that show the issue. Once we confirm the condition of items, we will provide what you wish, either refund or exchange. Please note that we might only be able to refund you if by any chance items cannot be prepared as they are discontinued or pending.
Shipping costs that are charged to return and redeliver will be covered by us if products are defective or wrong.
4. Refund
Once your return is received and inspected, we will send you an email to notify you that we have received your returned items. We will also notify you of the approval or rejection of your refund. If it is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. For example, if your original payment is done with credit/debit card, it will take up to 30 days. If you use PayPal, you will receive your refund within 3-5 working days.
Refund will be only applicable for products and shipping costs are non-refundable. Thus, you will have to bear all the costs for shipping, both initial delivery and return, so the former will be deducted from your refund. Also, we cannot refund any taxes, duties or other charges.
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.

Other

1. Currency
Please note all our prices are in USD, and you will be charged in USD.
2. Edit address
Your selected address can be changed only before payment is made. Please note that if the delivery failed due to any reason including insufficient address, missing post code, and insufficient recipient information, we will contact you for checking but if there’s no response within the time limit, parcel may be returned or discarded. Kindly double check your delivery information before checkout.
3. Customs duties
International shipments may be subject to import duties, taxes and/or charges which are not included in the total cost of your order. Please consult your local customs office directly to see if they do in fact apply duties to your imports.
4. Other inquiries
If you have any further questions or concerns that we haven’t highlighted, please do not hesitate to contact us at support@lematohome.com – we’re here to help!