Does Lemon Straps guarantees its products?
Yes, we do!
We are committed to deliver the best watch bands to you, and work closely with our suppliers to ensure your products arrive in perfect condition. But if you do discover issues with the items received, please take a picture of the problem and email it to our Customer Support mailbox (email@example.com) within 14 days of receiving the package (according to the delivery date on the tracking record, if applicable).
Please use the same email address, or provide us with your order details so that we can track the record. Our Customer Support team will resolve the issue for you within 3 business days.
Since this guarantee only covers the first 14 days after you've received your order, please make sure you've checked thoroughly to ensure your items are in order once you've received them.
What do you consider a product defect?
Mistakes happen once in a while. If the product has a manufacturing defect, say the connectors or clasps are loose, or that we send you the wrong item, we will replace the items for free. However, items that are the wrong size due to wrong measurements by the buyer will not be considered defective items.
Please note that, the inner side of our watch clasps would not be colour-coated or electroplated. Since our watchstraps are electroplated while being hanged, minor markings in between the chains will also be unavoidable. Such would be unnoticeable when you wear our products, and we do not consider them as product defect.
I change my mind. Can I return my product for a refund?
We provide 30 days money-back guarantee for non-personalized products, and you may remove the protective film for the watchstraps to try on our watchstrap. If you've decided to return your order, please contact us via our Customer Support mailbox (firstname.lastname@example.org) within 30 days of receiving the package (according to the delivery date on the tracking record, if applicable). We will revert back to you promptly with further instructions for a refund of the product cost.
Please note that you will be responsible for all the fees involved for sending the items back to us, and the return packages remain the responsibility of the customer until they are received at our designated address in the United Kingdom. At the moment, we are only accepting returns at our United Kingdom address. Please also return the products in their original packaging to prevent damage from scratching and ensure resell-able condition. Full refund for the returned item will be processed within 3 business days after we have received it.
We do not accept any personalised or engraved items for refund or exchange.
What is the time limit for returning my order after raising the request?
We provide 30 days money-back guarantee for non-personalized products, under which you have 30 days to return your item to us. Nevertheless, we understand that some of our international customers may require extra time to send back the package to us. We accept returns arrived within a reasonably extended timeframe so long as you can provide proof of sending the item back to us within the 30-day period or 14 days after raising your request, whichever later. This can be the postal label stamped with dates on your returning package, tracking link, or receipt of your postage with the sending date.
If I receive a faulty item, would I be charged for the return?
If the item you receive is faulty, please get in touch with our Customer Support team with a photo or video showing the issue within 14 days of receiving the package, who will resolve this for you.
I made a mistake in my order. Can I modify it?
Please send your email, mobile number and order number to our Customer Support mailbox (email@example.com) and specify your request. Orders can only be updated if the package has not been processed. Remember to double check your order email after payment, as we are unable to proceed with late request. In case the package has already been dispatched, you may opt to return the product for a refund re Point 3 above.
Please note that orders on personalised or engraved items cannot be modified nor cancelled after payment.
I received Lemon Straps' product as gift. Can I send it back for refund or exchange?
Same return policy applies. You must provide the order details, either the order number or email address, and send the item back to our designated address in the United Kingdom within the time limit. Exchange items can be sent to a new address designated by you, but any refund will only be processed to the original payment method.
Can I send the product back to your warehouse directly?
If you send the product back to our warehouse without our prior acknowledgement, the package will be declined. You are responsible for the relevant delivery fee or costs.
*Any discounts that were applied with a minimum purchase requirement may not be applicable after a removal of product(s) in an order. For discounts that are applicable on second/subsequent item, the discount will be revoked on partial return of the order, and the unreturned item will be charged in original price.
What if my package is unclaimed?
Please fill in the accurate recipient information. In case of fail delivery attempt due to incorrect information, we will not reissue the order.
If you refuse to receive the parcel, or that the product is refused at customs due to insufficient/inaccurate information of the recipient, the products will either be destroyed, or returned to us and not be shipped again.If the package is returned, we will send you an email about the situation and refund arrangements. Refunds will be processed after deducting all personalization service charges, £8 for standard shipping or £29 for express shipping, and 10% of order value as administrative costs.
We reserve the right to blocking your account from using our service if we notice malicious intent to violate or exploit our Policies.