FAQs

Delivery and Order Tracking

Where is my order?

You can track it  here.
If you have any issues previewing where your order is, contact our customer service indicating the email used for the purchase or the order number.
We will notify you by email of the different status changes of your order.

Can I change the delivery address of an order?

Orders are processed quickly in the first 12 hours. If you need to change your shipping address within this period, please contact us at info@lonchic.com and our customer service team will assist you.
Please note that once the order is ready for shipment or in the hands of the carrier, we can no longer change the address.

Can I cancel my order?

If you've changed your mind and no longer want your order, you can submit a request through the customer service email, and we will check if it's possible to cancel it.
Please note that if the order is already ready to be shipped or in the hands of the carrier, we cannot cancel it.
In any case, remember you have 30 days from the shipping date to return the items you no longer want.

What should I do if I received an incorrect or defective item?

We apologize if some of the items are not what you expected. Contact our customer service via email indicating the error, and our staff will provide instructions to return your items and resolve the issue as quickly as possible.

What is the estimated delivery time?

Your order will be shipped within a maximum of 24/48 hours after processing. The estimated delivery is 7-14 business days.
Place your order before 2pm to be shipped today!
Please note that depending on your order's destination, these deadlines may be extended. During promotion and sale periods, delivery times may be extended.

Returns, Exchanges, and Refunds

How can I change or return an online purchase?

You have 30 days from the date you received your order to make changes and returns. Simply contact customer service via email, and they will send you instructions.

How and when will I receive my refund?

You will receive the refund within 3 to 12 business days using the same payment method used to purchase the item from the moment we accept the return at our warehouse. We will send you an email to confirm the return.

What are the return conditions?

  • Any returned item must be in the same condition as you received it.
  • Some items cannot be changed or returned for hygiene reasons: masks, gels, toiletries, lingerie, underwear, and earrings.
  • Customized or modified items cannot be changed or returned because they are made exclusively for you and cannot be resold.
  • Fragrances, candles, and other cosmetics must be returned in the original sealed packaging.
  • Gift cards are not exchangeable or returnable.

Payments and Promotions

How can I pay for my online purchases?

We offer various secure payment methods for you to choose the one that best suits your needs.

Debit or credit card

Pay for your purchases in real-time with your debit card or choose to pay later with your credit card.

Payment with ApplePay and GooglePay is also available.

How can I get an invoice for my purchase?

Request your invoice through the customer service email indicating the desired billing details.

I have a promotional code. How do I use it?

Before completing your purchase, locate the "promotional code" space where you can add your code, only one per purchase. If no discount is applied, check the promotion's conditions or its expiration date. The code may have expired or the items you purchased may not be eligible for the promotion.

Notifications

I haven't received any confirmation email, what should I do?

Please check the SPAM folder. If you can't find it, you may have entered your email incorrectly. In that case, send us an email to info@lonchic.com indicating your correct email.