My package says it was delivered but I never received it. What do I do?

Once products leave LAZ Skincare, delivery is up to the discretion and bandwidth of the shipping carriers. UPS, USPS and DHL will deliver LAZ Skincare orders during business days only, (Monday-Friday) excluding weekends and holidays. 

Please understand that we are doing everything we can to get you your items ASAP – but there may be issues that are out of our control that prevent your order from arriving on time.

Due to COVID-19, our shipping carriers have temporarily changed their shipping services and policies. Delivery times could be affected by canceled flights, governmental decisions, and staff reductions. Unfortunately we will not be able to refund any shipping costs due to delayed deliveries.

 

If you have not received your package:

  1. Give it 3 days, ask your neighbors, doorman etc.
  2. In 3 days create a lost case with the shipping carrier
  3. Reply to your order confirmation email with the case number you have received from the carrier
  4. Give us 24-48 hours to get back to you

 

My product came damaged/leaking.

Please reply to your order confirmation email with the issue and images.

 

I received the wrong item in my order.

Please reply to your order confirmation email with the issue and images.

 

I tried my product and don’t like it – can I return?

Unfortunately, we cannot accept any open or used products. If you are unsure about what to order, please schedule a virtual consultation from the studio.

During a virtual consultation, you and your esthetician will discuss your skin conditions, lifestyle, products you currently use, as well as your skincare goals. You will receive an email with a customized at-home skincare routine tailored to your needs. ​Half of the consultation cost will be issued as a gift certificate to shop recommended skincare products on our website.

 

Can I please have samples in my order?

Based on availability we include samples with all online orders. You may add a note with your order for a specific sample, and if we have it in stock, we will include it with your order.

 

Can I cancel my order?

Yes, as long as it has not been shipped out. Please contact us at shop@lazskincare.com to cancel it for you.

If it was already shipped out, you can send it back to us for a refund.

  

Do you offer international shipping?

Yes. International orders are not eligible for free shipping. Your shipping cost will be calculated at checkout.

 

I accidentally ordered the wrong product – can you just swap it out for the correct one?

If you have not opened or used the product we can exchange your product. Please contact us by replying to your order confirmation email, we will help facilitate the exchange.

 

When will my LAZ Skincare order ship out?

All orders placed directly through our website by 3 PM EST (Mon-Fri), Sat by 1PM will ship out the same business day. 

Orders placed by invoice will ship out within 1-3 business days.

We do not ship out on Sundays or Holidays.

 

Do you offer any discount codes?

Sometimes! You can sign up for our newsletter and follow our Instagram page for opportunities to get codes. You will also earn discounts through the LAZ Rewards Program with every order.

 

I have questions regarding the order that I placed and have not received yet.

Please reply to your order confirmation email with the question in detail.

 

My order did not arrive on time and I would like to return it.

Once products leave LAZ Skincare, delivery is up to the discretion and bandwidth of the shipping carriers. UPS, USPS and DHL will deliver LAZ Skincare orders during business days only, (Monday-Friday) excluding weekends and holidays. 

Please understand that we are doing everything we can to get you your items ASAP – but there may be issues that are out of our control that prevent your order from arriving on time.

The estimate on delivery on our website is just an estimate that doesn’t keep into account Holidays or shipping carrier delivery issues that sometimes occur (read below), please always be mindful of Holiday shipping delays.

Due to COVID-19, our shipping carriers have temporarily changed their shipping services and policies. Delivery times could be effected by canceled flights, governmental decisions, and staff reductions. Unfortunately we will not be able to refund any shipping costs due to delayed deliveries.