Customer Help

Our happiness team is always here to assist. We welcome all email and phone inquiries, so please don’t hesitate to contact us.

Frequently Asked Questions

For all of your queries, check out our FAQ below. Please be aware that this is merely a link to various sections of our online customer help centre and not a live chat tool. If you have any questions, don’t hesitate to get in touch with support by phone or email.

Common purchase queries answered

Orders and Shipping

Typically our orders are processed within 2 business days and Standard Shipping usually takes 4-6 business days depending on your location. please read our Shipping Policy

To create an account. please go to My Account Page (located on the top right hand corner and on the footer on all pages) and select Register/ Login. On Mobile click on the Menu Icon (on the Left hand corner of our Logo) you will find the link in the dropdown menu. Follow the instrutions of entering you name and email address. Please contact us if you are facing any difficulty.

There could be several reason you are unable to login to your account. the solutions to some of the common issues are given below.

  1. Try Resetting your Password: You can reset your password on the My Account Page 
  2. Login Via OTP: You can request One Time Password (OTP) and than login
  3. Account Blocked?: Entering Incorrect password for more than three consecutive times will automatically block your account for security reasons. This is not a problem just contact customer support and they will reactivate your account.
  4. Inactive Account: customers who have not logged in to their account or made a purchase in 12 calendar months will be automatically deleted. You can create a fresh account on the My Account Page. Inform customer support on WhatsApp and give them your email id used in the old account (if different) and they will locate and link the previous orders to your new account.

Need Help? Contact Customer Support: Support@lacarenes.com or WhatsApp +919591516857 

Inactive Accounts of customers who have not logged in to their account or made a purchase in 12 calendar months will be automatically deleted.

Solution: Please create a new account and continue shopping. please go to My Account Page (located on the top right hand corner and on the footer on all pages) and select Register/ Login. On Mobile click on the Menu Icon (on the Left hand corner of our Logo) you will find the link in the dropdown menu. Follow the instrutions of entering you name and email address. Please contact us if you are facing any difficulty.

Login to My Account. Locate address tab and add/update your shipping address. If you are still facing difficulty feel free to contact us.

  1. Login to My Account. Locate order tab and check your order status.
  2. You can also directly go to order tracking page and enter our order id and email to check the status of your order if it has already been shipped. If you are still facing difficulty feel free to contact us

This is a SSL 256 bit certified and secure website with multiple layers of security. And as an additional security messure we do not allow storage of your credit card or retain any payment processing information on our website.  For electronic payments you will be temporarly activate an additional Secure Layer provided by the selected Payment gateway and will be only be deactivated after the transations is complete or cancelled.

This is a secure website (please ready our Privacy Policy) but we still only retain your name, and contact details on file for 12 months, to enable you to place additional orders quickly. you can view or update these details after your login to your account.

Yes, GST/IGST/SGST will be calculated at checkout and based on the product HSN code and rates prescribed by law. Typically all Cosmetics attract 18% GST.

If you need GST Credit for  orders – no problem add your GST Number in notes section while placing your or just contact us or email to order@lacarenes.com. 

No you do not. All our product are legally imported and our retail prices for India are (ex Warehouse Bangalore) and hence inclusive of Customs Duty and Statuatory Taxes, incurred during the import and clearing process at port.

Currently we only ship within India. please contact us and check – we may be able to ship to your location as a special case.

Please read our Shipping Policy for the latest updates.

Yes, Typically all items in your order will be packed and sent together. However if some of the items is immidiately available at our bangalore warehouse and some items are being imported from our supplier on pre order basis, than at our own discretion and at no extra cost to you, we may choose to ship the items that are currently available first (Partial Shipment) you will be notified prior to shipping your order. the Balace items will be shipped seperately as soon as they arrive in india.

If you need to return an item

Returns and Exchanges

Yes, if you are unhappy with your product you can return within 15 days of receipt. please read our return policy in detail

While we have systems in place to prevent this happening, There is still a small chance that it could happen. Hence in the Unlikely event that you received a incorrect item in your package. Dont worry we will replace the item free of charge. 

  1. Take a photograph of the product and send it by email Support@lacarenes.com or Whatsapp +919591516857
  2. Please do not open the product or use it as a tester (The product will be inspected at the time of return pickup)
  3. We will arrainge for the courier to pick up the products from you (please repack the item in the box )
  4. Then we will dispatch the correct item (subject to availablity)
  5. If you wish to cancel your order and request a refund please see our Refund policy
  6. Items will be checked at our warehouse prior to processing refund. If product is used or opened we will not refund you. please allow 10 to 15 days for processing the same.

Generaly we advice clients not to accept a package if its visably damaged or appears to be tampered with.

If the product is damage, Dont worry, just contact us immidiately and send us photos of the package and the product to show the condition it had arrived. we will replace your product as per our Terms & Conditions

In case of returns, our support team will coordinate with you and arrainge a pick up of the package from your address. 

Easy – Just contact us on the numbers provided or the contact form. or you can request a call back on the floating button provided. alternatively you can also email Support@lacarenes.com

  1. If you already placed an order with the incorrect shipping address, than contact us immidiately to make the change before it has shipped.
  2. if the product has shipped, use the tracking number provided to contact and request the courier company to deliver to you or you can pick up the item from their office showing ID proof
  3. Alternatively the item will be returned to us and we will reship the item to you again, but additional shipping charges will apply

If you need changes, please reply to your order confirmation email or send us your request to order@lacarenes.com.

We can make changes provided we have not shipped your order.

Yes some beauty brands do allow us to pre sell items. you will see a Notice on the product page (Available Stock – Backorder Allowed). Please note additional lead time for delivery will apply for back orders.

Yes, you can cancel your order at any time prior to shipping. Login in to your account,select order and than cancel the order. Or you can also Email us on Order@lacarenes.com and we will do the needful.

Please Note:
If you have paid in advance: you can cancel your order and request a refund, after deduction of bank transaction charges. but if the order has already shipped, than we will also deduct the return shipping charges and processing your refund.

If you selected Cash on Delivery: You Can Not cancel your order after it has been shipped.

Cancellation Charges will apply (including but not limited to return shipping charges and COD colection charges by the courier).

Please note if you ordered and item and the same item was delivered to you as per your order correctly, than very sorry but we can not return or exchange the products.

 

If you would still wish to process cancellation of your order following charges will  automatically be deducted as we have already incurred expense towards processing your order, restocking fee, bank charges, packing, return shipping charges and COD collection charges (if applicable) by the courier company.

 

For further details please see our Cancellation Policy

Free Shipping
Easy Returns
100% Original Products
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