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LA CRÈME DE LA CRÈME POINTS

Because your loyalty means a lot us.

Exchanges + Warranty

We know from time to time we may change our mind on a recent purchase. 
You can return any unwanted products within 7 days of delivery provided they are unopened and in perfect condition.
We will refund or offer credit within 30 days of purchase.
Please follow our simple step-by-step guide below.
 
We are shoppers too and love excellent customer service, so email us, and we promise that you'll enjoy chatting with us.
 
LOSHEN & CREM does not allow returns or exchanges on any opened, unsealed, or used products unless you have experienced an allergic reaction. (Please see Allergic Reaction section below).

All Nail Polishes, Make-up, Hair Care and Adult Toys are non-refundable/non-exchangeable due to hygienic reasons.
We will exchange or refund a product if it has not been opened, damaged or used. All returned items must be in the original condition with the original packaging and must be returned within 30 days of purchase with an authentic receipt and a lot number. 

Shipping charges will not be refunded or credited.

Adult Toys, Hair Care, Nail Polish and Make-up will not be refunded, exchanged or credited under any circumstance due to hygienic reasons.
We reserve the right to deduct the shipping costs from returned/exchanged items that had initially qualified for free shipping. Deductions will only take place when the adjusted total is below $60.00.

Warranties 

Hair care products, nail polishes, nail treatments and Adult toys FINAL SALES.
For hygiene and quality assurance purposes, all purchase are FINAL.
Electrical appliances
All purchases of electrical appliances are FINAL.

LOSHEN & CREM will honor the manufacturer’s warranty for all electrical items purchased from its website and will replace defective electrical appliances covered.

These guarantees apply ONLY to a device whose defect can be detected at the time of return and not damaged during use. You ABSOLUTELY need the original packaging to qualify.
To see the warranty applicable to your electrical appliance please contact us at : Hello@Loshen.ca

Returns

Defective electrical appliances, under warranty
If you experience problems with an item within its warranty period, please follow these steps:

  1. Replacement request
  2. Contact to us at Hello@Loshen.ca and include the following information and documents:
    1. your full name
    2. the date of your purchase
    3. your order number
    4. the name of the product
    5. the nature of the defect
    6. a picture of the product with its original packaging

    Replacement authorization

    1. We will contact you by email within 5 business days following your replacement request. Once your request has been authorized, you’ll be able to return it to the following address:
    LOTION COSMETICS INC - Returns
    3204 Abbott Crescent SW
    Edmonton, AB
    T6W 2V3
    1. We recommend that your ship your item with the original box and that you use a traceable shipping method like Canada Post, UPS or FeDex.
    2. Please note that you will only be responsible for the shipping costs from your address to our warehouse. We will assume all other shipping and handling fees tied with your request.

    Item replacement

    1. We will contact you by email within 5 business days following the receipt of your package to confirm the validity of your request. We will then confirm the shipment of your new appliance by email.
    2. Please note that the return of a non-defective item will be denied and your appliance will automatically be sent back you.

    Products damaged during delivery

    If your shipment was damaged in transit, you must ABSOLUTELY keep the original shipping box and follow these instructions in order for your request to be authorized:

    1. Replacement request
    2. Contact to us at Hello@loshen.ca within 5 business days of receiving your order and include the following information and documents:
      1. your full name
      2. the date of your purchase
      3. your order number
      4. the name of the damaged product(s)
      5. the nature of the damage
      6. a picture of the damaged product(s) with the original packaging

      Replacement authorization

      1. We will contact you by email within 5 business days following your replacement request to confirm its validity. Once your request has been authorized, we’ll send you a second package right away with a return shipping label so you can send us back the damaged product(s) at no charge.
      2. Return of damaged products
      3. You MUST return damaged products within 10 days of receiving your second package.
      4. LOSHEN & CREM reserves the right to refuse returns sent or communicated after the return deadline, or products that are not in the same condition as the one in which they were received. If applicable, the total amount of the products will be charged, in addition to a flat rate $12 shipping fee.

      Wrong or incomplete order

      If you receive a product that was not part of your final order or if you a product is missing, please follow these steps:

      1. Order adjustment request
      2. Contact to us at info@loshen.ca within 5 business days of receiving your order and include the following information and documents:
        1. your full name
        2. the date of your purchase
        3. your order number
        4. the name of the incorrect product(s) received or of the missing products
        5. a picture of the incorrect product(s) received, if applicable.

        Order adjustment authorization

        1. We will contact you by email within 5 business days following your adjustment request to confirm its validity. Once your request has been authorized, we’ll send you a second package right away with the missing products. When applicable, we will also include a return shipping label so you can send us back the incorrect product(s) your received, at no charge.
        2. Return of incorrect products
        3. You MUST return incorrect products within 10 days of receiving your second package.
        4. LOSHEN & CREM reserves the right to refuse returns sent or communicated after the return deadline, or products that are not in the same condition as the one in which they were received. If applicable, the total amount of the products will be charged, in addition to a flat rate $12 shipping fee.

        Allergic Reactions

        We understand that sometimes certain products do not agree with your skin type. LOSHEN & CREM will refund or credit the individual product that caused the Allergic Reaction. All reactions must be reported within the first 48 hours of use. Some brands requiers a Doctors letter and/or photos of the reaction in order to confirm that it was caused by one of our products.
        Please note that all instructions, ingredients, opinions and suggestions regarding products on our site have been provided by the manufacturers and/or distributors. If you have any concerns regarding certain ingredients' safety, please contact your doctor or contact us for further information.