Refund policy
Return & Refund Policy
We stand behind the quality of our products and care deeply about your experience.
Because L’emuu products are handcrafted, anhydrous skincare made with natural, temperature-sensitive ingredients, we handle return and refund requests on a case-by-case basis, with fairness and reason at the core of our process.
Returns & Refunds
If you are unsatisfied with your purchase, please contact us within 30 days of delivery to discuss your experience. We will review your request and determine the appropriate resolution based on the circumstances.
In certain cases, we may offer a refund after the product has been returned to us. Returned products must be mailed back and received by L’emuu before a refund is issued.
Please note:
- Return or refund requests must be made within 30 days of delivery.
- We do not offer exchanges for returned products.
- Refunds are issued only after the returned product has been received and reviewed.
- Original shipping costs are non-refundable.
- Customers are responsible for return shipping costs unless the return is due to an incorrect, damaged, or defective order.
Our priority is that you feel heard and treated fairly — not rushed or dismissed.
To request a return or refund, please contact us at:
You may also contact us through Instagram at @lemuuskin.
Damaged, Lost, or Incorrect Orders
If your order arrives damaged, broken, or incorrect, please contact us within 48 hours of delivery and include clear photos of the package and/or product.
If your order is confirmed to have been damaged or incorrectly fulfilled, we will gladly offer a replacement or refund, as appropriate.
If an item is out of stock and a replacement cannot be provided, a refund will be issued instead.
For orders that are lost in transit, please contact us so that we can review the shipment and determine the appropriate resolution.
We understand that shipping carriers make mistakes, and we will work with you to help ensure you receive what you paid for.
Heat-Sensitive Products
L’emuu products are handcrafted using natural, temperature-sensitive ingredients. Some products may soften or melt when exposed to high temperatures during shipping or after delivery.
Once an order has been delivered, it is the customer's responsibility to retrieve the package within a reasonable timeframe and store the products appropriately.
Products that are left outside or exposed to excessive heat for an extended period after delivery and become damaged as a result are not eligible for replacement or refund.
If your product arrives softened due to normal shipping conditions, please allow it to return to room temperature before use. Depending on the product, refrigeration may also help restore its intended consistency.
If you believe your product has been damaged during shipping, please contact us within 48 hours of delivery with photos so we can assist you.
Final Notes
We aim to be generous, reasonable, and human while still protecting our ability to serve all customers fairly.
Refunds and replacements are offered within reason. L’emuu reserves the right to refuse requests that appear excessive, abusive, fraudulent, or outside the scope of this policy.
Thank you for trusting L’emuu and supporting small-batch skincare made with intention.
Contact: admin@lemuu.co
Instagram: @lemuuskincare