ORDER FAQ'S

ORDERING FROM LEMONTBOTANIQUE.COM

Q: Is shopping on lemontbotanique.com safe and secure?

LMB: We ensure your ordering process and the information you enter on lemontbotanique.com is safe and secure. Information gathered will only be used for the purpose of fulfilling your order. No credit card information is stored or accessible through our website. We never have access to your credit card information nor is it stored in our databases. Our system is housed securely, and access to your data is protected and limited.

Q: Which payment methods do you accept?

LMB: We accept payments Visa, Mastercard and American Express through Paypal, which also accepts bank account transfers. With Paypal, your order will be processed quickly and safely. 

Our prices are offered in Euro (EUR). You will be redirected to Paypal website to complete the payment process and your credit card will be charged after we have confirmed your order.

Q: How will I know if my transaction has been successful?

LMB: After we have confirmed your order, you will receive a confirmation through email using the email address you have provided with an order reference number. Likewise, a payment confirmation will also be sent to you by Paypal.

Q: Can I change my order after it’s placed?

LMB: We process your orders promptly after order confirmation and unfortunately we cannot change or cancel an order once it’s been placed. You will receive your order faster than expected. If there is a problem with your order, please contact our customer service at +852 2868 2581 or email orders@lemontbotanique.com quoting you order reference number.   

SHIPPING & DELIVERY

Q: What countries do you ship to?

LMB: We ship everywhere! We ship to Europe, U.S., Canada, Asia and Australia. We offer worldwide delivery by FedEx, Royal Mail or other courier services for all our customers.

Q: What are your shipping fees?

LMB: Shipping fee is based upon the total weight of your purchase and preferred shipping method. The more you purchase, the less you pay. Shipping fees will be displayed prior to checking out.

All international orders are subject to local fees, taxes, duties and customs. Le Mont Botanique does not cover these additional charges. For details on additional charges that may incur, please check with your local Customs before you order.

Q: When will my order arrive?

LMB: After order confirmation, your order will be processed and shipped within 2 business days. Depending on your location and shipping preference, estimated delivery times are 2-5 postal days to major cities and 5-10 postal days to other areas. Deliveries can take up to 10 days for more remote areas. Please ensure that you give us your correct telephone number at checkout so we can ensure that deliveries are made efficiently.

EXCHANGE OR RETURN

Q: I received my order but it is damaged. What should I do?

LMB: Don’t worry! We always endeavour to rectify customer complaints. If you are dissatisfied with your order, please contact us immediately by phone at +852 2868 2581 or email orders@lemontbotanique.com. We will inform the return procedure and once your claim is approved, we will exchange the products or refund to you immediately.

Q: How do I ship my return / exchange products?

LMB: Returns and exchanges must be packed and sealed securely, in the original packaging with the original invoice or delivery note. Please send your package to our distributor’s office as listed on Contact page. We recommend shipping your package through a traceable shipping method.

Q: When will my credit card be refunded?

LMB: After your package has been received, your refund or exchange will be processed immediately. You will be notified by email when your refund or exchange has been processed. If there is a refund due, the amount will be credited into your payment account within 10 working days.