Our Returns & Exchange Policy
As a brand, we’re extremely committed to sustainability and are conscious of the impact of e-commerce on the environment. At our core, we aim to be the opposite of fast fashion.
We bring luxury products at a fraction of the price that luxury brands charge, by having our manufacturing partners ship directly to you.
As a part of this process, we endeavour to give you the highest quality products along with as much information as possible to make an informed purchase and eliminate the need for you to want to send back a product.
As a part of our fair purchase policy, we do not offer cancellations or refunds. We will only be able to accept exchanges if placed within 3 days from the date of delivery only in the following scenarios:
- You received a product that was damaged in transit
- You were delivered the wrong product by Lemonade
- The size of the product you ordered is slightly smaller or larger than what you need
Please note that in case of exchanges these points will be taken into consideration:
- Items must be returned in their original packaging without any stains or damages caused by the customer.
- Upon approval of an exchange request, we will initiate a pickup of the item back to our factory to get a better understanding of the issue and upon inspection, we will process your replacement order.
- Returned items can take up to 7 working days to process your refund or exchange. We will notify you via email once your refund/exchange is processed.
- We only replace products in the following cases:
a) You have a size-related fit issue.
b) In case of size issues, please note we will only exchange upto 2 sizes above or below the size of the product delivered to you. You can refer to the sizing chart before making an order to get a size best suited for your needs.
- All products should be tried on with care to ensure no marks or damage to it. If the product show signs of use the exchange will be rejected.
- Exchanges showing any signs of wear or damage, which include the following - Creased upper and scuffed leather sole in case of shoe may not be accepted.
- With respect to Shoes, please make sure to try them on with socks to check the size and fit. Shoes that have been worn/used will not be accepted.
- Lemonade solely reserves the right for the final call on any exchanges/returns.
Please note that the following products are considered to be part of our ‘All sales are final’ policy due to the high quality of the products along with the stringent checks we put in place before we ship the product to you, coupled with the costs we incur to fulfill these made-to-order items. Therefore, the following product categories will not be eligible for return or exchange unless there is a manufacturing defect:
- Ivory/White Apparel
- Wallets & Card Holders
If you would like to place an exchange request, please write to us at firstname.lastname@example.org along with a brief description of the issue that you are facing along with images highlighting the problem and we’ll get back to you at the earliest.
Process for exchange :
- Please write to us on our customer support email at email@example.com from your registered email address along with photos of the product you received and briefly describing the reason for the exchange.
- We will respond to your mail with our initial approval or rejection of your request.
- If your initial request is approved, we will initiate your exchange request and get the pickup done within the next 24-48 hrs.
- Once your return is received and inspected, we will send you an email to notify you that we have received your returned product. We will also notify you of the final approval or rejection of your exchange depending on the condition of the product if it is in line with the photos initially sent. If approved, the shipping of your replacement product will be initiated. Depending on your address, the time for the exchanged product to reach you may vary.