FAQ

CONTACT US
Via customercare@lwenshop.com or Chat with Us at the Page

About: Order Status
Q: When will My Order Ship?
A: With COVID-19, we are following local health mandates and taking additional precautions to help ensure the safety of our customers and employees, including reduced staffing and extra cleaning of our warehouses. This may increase the time it takes to process and ship your order—we can not offer the exact delivery time of the packages. Additionally, we may not be able to offer expedited shipping. We appreciate your patience and understanding.
When your order ships, you’ll get an email with notification information (it can take up to 24-48 hours to update).

Q: How can I Find the Status of My Order?
A: Check the status of a particular order and view your Order History on the Order Status tracking page under My Account. Please note that the Order History will not be updated until the product(s) have shipped.
Mostly orders you can check the tracking information on this website: https://www.17track.net/en or https://www.sypost.net/ If you couldn't find the updated tracking information, please contact our customer services via customercare@lwenshop.com

About: Placing an Order
Q: Which Payment Methods do You Accept?
A: We accept major Credit cards, PayPal, COD (cash on delivery) is accepted in some regions and countries.

Q: How do I Apply a Promo Code?
A: Promo codes can be applied to your order during checkout, in the Order Summary section and also in your Cart page. Codes will not apply to discounted L&Wen items, some collaboration items; you can find the discounted signature on the products page. Promo codes have expiration dates. If you have two valid codes you want to use, you'll need to pick a fave.
If you have any questions, please contact the staff of the website page.

Q: Can I Cancel My Order?
A: To serve you better, L&Wen will begin to process your order immediately after it has been submitted, and we are unable to change or cancel an order once it has been placed. If there is an issue with your order, please contact us of the website page. Or contact us via customercare@lwenshop.com

About: Shipping
Q: Do You Offer Free Shipping?
A: In order to reduce the possibility of receiving malicious orders, we do not have a free shipping service. However, you will be offered a discount of a percentage of the amount paid. This policy varies from country to country, the reason being that shipping costs vary from country to country and region to region. Please refer to the order payment page and discount instructions.
And you will need to pay attention to the tracking information otherwise you may miss the delivered package. Contact us at customercare@lwenshop.com with any questions.Conversion and import fees don’t apply to international orders. You may need to pay for the customs fee when the package arrived in your country.

About: Product
Q: Are L&Wen Products Cruelty-Free?
A: L&Wen does not condone animal testing in any way. We do not test any of our products on animals. We also do not test any of our ingredients on animals, nor do we allow our manufacturers to do so on our behalf. Instead, we choose to test drive our products on our R & D colleague (with their permission, of course).

Q: Are L&Wen Products Vegan-Friendly?
A: Most of our products do contain non-vegan ingredients and you can check the ingredient list on every product if you have any concerns.

Q: Are L&Wen Products Gluten-Free?
A: We care about your health and safety—allergies are a serious thing. L&Wen products are not specifically formulated to be gluten free. If you're wondering what's in a L&Wen product, please check out the detailed ingredient list on the product page or product packaging to make sure the product will work for you. Ask your doctor if you have any concerns.

About: Returns & Exchanges
Q: My Item Arrived Damaged. What Should I Do?
A: While we do everything we can to prevent this, sometimes an item can be damaged in transit. If you receive a damaged or defective product, you must report this within 30 days of delivery or receipt of order in person. Please contact our customer services at customercare@lwenshop.com and provide a photo of the damaged or defective product along with a copy of the packing slip or order number. If the product is deemed defective L&Wen will refund the money of your damaged products.

Q: How Do I Make a Return?
A: Purchases made on our website won't be accept the return of the products. We will only accept the refunding for product quality issues. Please contact our customer services via customercare@lwenshop.com and provide a photo of the damaged or defective product along with a copy of the packing slip or order number.
If you don’t like it or take the wrong color number, please keep the entire package and Pay the shipping cost yourself to return products. customer services via. customercare@lwenshop.com We do our best to satisfy you, so that you can purchase them again.

Q: I Recently Purchased an Item Online and Now It’S Discounted. Can I Get the Discounted Price?
A: Pricing on the website is subject to change without notice. Orders placed before promotions are not eligible to receive new promotions or discounts. We reserve the right to cancel any order due to unauthorized, altered, or ineligible use of the offer, and to modify or cancel any promotion due unforeseen issues.