LUXE ORGANIX Castor Oil Mascara Serum 10ML

1.    This Return and Refund policy is only applicable for our Online Store Home Delivery orders.
2.    For any discrepancy of products delivered or for any other valid reason as defined in this policy, you may request for return and refund via our online request form or Live Chat/Messaging on the website.
3.    Requests will only be entertained within seven (7) days of receipt of the product.
4.    Request may be made for the following reasons:
a. If the products delivered is in damaged or defective condition; or 
b. If the product is near expiry or expired; or 
c. If the product delivered is incorrect or different from the order placed, or different from how it is described on the website.
5.    Hygiene-sensitive products sold are non-refundable.
6.    Our Customer Service representative may request the submission of electronic files, including photos, receipt, etc. to support the review process.
7.    Return requests will be processed within 2 to 3 working days (Monday-Friday) after the complete set of supporting documents is received by our customer representative.
8.    Upon the approval, the Customer will be notified of the scheduled of the product pick-up. 
Product pick-up schedule will depend on the location of the Customer.
Item(s) must be returned in its original and complete condition, unused, as of the time received from our store.  Items purchased as a set must also be returned as a set.  Customer must likewise enclose together with the product all gift items (if any), and proof of its purchase.
9.    Returned items will then go through quality evaluation for next 48 hours upon receipt of the items. Certain products may require a longer quality evaluation period.
10.    A notification will be sent to the Customer once the return and refund request has been approved.
11.    The manner of refund will depend on the mode of payment originally made by the Customer:
a. For credit card payments, refund will be done via payment reversal and may take 1 to 2 billing cycles, depending on your bank’s processing time. In case of delay, you may contact your card- issuing bank to get the details of the reversal.
b. All refund will be done through bank, no cash refund is made.
12.    The amount to be refunded will be computed based on the unit price paid in the original purchase.
13.    If any e-Voucher or e-Coupon was redeemed for the relevant purchase, corresponding adjustments will be made.
14.    Retail value of any unreturned gift item(s) will be deducted from the refund. All requests for refund will be reviewed on case-by-case basis and subject to the Company’s approval.
15.    Refund of shipping fees may be approved for the following cases:
a. If the approved item for return and refund was charged the “bulky” shipping fee 
b. If the approved item(s) for return and refund constitute the entire value of the original order.
16.    The Company reserves the right to reject any exchange or refund for opened or used product in accordance with DTI Philippines rules and regulations. We shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses as a result.
* Exchange, return or refund requests for items ordered online. All such requests are managed by our dedicated E-Store Customer Service team for proper tracking in connection to your online account.

 

Public Holidays - A delay on your order

Please note the Customer Service and Dispatch Centre are closed over all public holidays.

For any orders placed over that time period they will be dispatched as soon as possible. Please expect some delays with delivery times due to high demand over this period.

For any queries over this period please contact us at reozelle@jophel.com and we will answer your questions as soon as possible.

Philippines Deliveries
You will receive an email with your tracking number once your order has been dispatched.

Standard Delivery estimated shipping time is normally 5-10 working days upon receiving your dispatch confirmation email for non-rural locations in an order placed before 2pm Monday-Friday. This can increase during busy sale periods and public holidays.

All parcels require a signature upon delivery. If no one is home at the time of delivery, your courier will leave a card to call. You will need to follow the instructions on the card to collect your parcel from your local post office or to request re-delivery. Alternatively, you can provide a work address to have your parcel delivered to.

International Deliveries

All orders being shipped at estimated cost, however if the delivery fee is over the projected courier cost, you will be required to pay the difference amount. Our customer care team will contact you if this is the case to arrange the additional payment.

We currently offer international delivery options for both DHL & FedEx where the courier cost exceeds the estimated amount stated in our website:

Estimated shipping time is 5-10 working days upon receiving your dispatch email.

You will receive an email with your tracking number once your order has been dispatched. To track your order please visit DHL Tracking or FedEx Tracking depending on which service your order is shipping by.

All parcels require a signature upon delivery. If no one is home at the time of delivery, your courier will leave a card to call. You will need to follow the instructions on the card to collect your parcel from your local post office or to request re-delivery. Alternatively, you can provide a work address to have your parcel delivered to.

Please also note that we cannot send our fragrances internationally due to their flammable nature. Any perfumes will be cancelled from your order and refunded.

For more information please contact reozelle@jophel.com