FAQ

GENERAL QUESTIONS

Do I need to open an account in order to shop with you?

No, you don’t need to. You can make purchases and check out as a guest everytime.

However, by setting up an account with us, it will allow you to order without having to enter your details every time you shop with us. You can sign up right now, or you can first start shopping and create your account before you check out at the shopping cart page.

How do I /create an account?

Please click on “Login/Register” followed by ‘Create An Account’ and fill in your personal particulars.

How do I order?

Shop for the items you want and add it to your shopping cart. When you have finished, you can proceed to your shopping cart and check out. Check and ensure that all information is correct before confirming your purchases and payment.

I have a discount code, how can I use it?

You can input your discount code on the checkout page.

How will I know if my order is confirmed?

After you have placed your order, you will receive an acknowledgement e-mail from us to confirm that your orders have been received. However, do note that orders will only be shipped when your credit card payment has been approved and billing and delivery address is verified. Alternatively, you may check the status of your order in “My Account” if you are a registered user.

ORDER ISSUES

Can I amend and cancel my order?

Unfortunately we are unable to cancel an order once it has been placed. This will allow us to pack your orders efficiently and to minimize errors. It is advisable to check your order before placing it.

If you have not received your tracking information we may be able to cancel your original order.

We'll try our best but there is no guarantee your order can be cancelled or modified.

I have problems adding items to my shopping cart?

We love to hear from you on our customer service, merchandise, website or any topics you want to share with us. Your comments and suggestions will be appreciated. Please complete the form below.

PAYMENT

I forgot to apply my discount code.

We're sorry buy we are unable to apply a coupon code or discount after the transaction has completed. Discounts must be applied on the checkout page.

How do I pay for my orders?

We accept payments via Paypal, Shop Pay and all major credit and debit cards such as Mastercard, VISA and American Express. All prices are USD.

RETURNS

Can I return my order?

Please see our return policy.

How do I request a return?

DO NOT SEND YOUR ORDER BACK WITHOUT CONTACTING US FIRST.

If your order is not a digital product and you'd like to make a return, please use our contact us page and provide the following information.

Please provide your Name, Order Number and reason for the return.

We will be in touch shortly after contacting us.

Return Instructions & Policy

To help us process your return quickly, please include your name and order number inside the package.

Be sure to use the pre-paid return label provided — it’s the only way we can track your return and ensure everything goes smoothly. If you choose to use a different shipping method, we won’t be able to cover the return costs or guarantee tracking.

Please send your return within 7 days of receiving the label. If there’s no tracking activity within that timeframe, your return may only qualify for a partial refund.

Once we receive and inspect your return, we’ll send you a confirmation. Please note: it’s the customer’s responsibility to make sure the package reaches us. We can only issue refunds for items we’ve received and approved.

If everything checks out, your refund will be processed to your original payment method within 7 business days. Shipping costs will be deducted to cover restocking fees.

Received the Wrong Item(s)? We’ve Got You Covered!

If something in your order isn’t right, please contact us with "Wrong Order" as the subject.

In your message, be sure to include:

▸ Your order number

▸ The name used to place the order

One clear photo showing all the items you received

Once we receive your email, we’ll send you a pre-paid return label for the incorrect items, and we’ll get the correct ones on their way to you right away.

DAMAGED ORDERS

Item Arrived Damaged or Defective? Let’s Make It Right.

If your order arrived with any damage or defects, please let us know within 10 days of receiving your package by emailing care@lavendaire.com with “Defect / Damage” in the subject line.

To help us resolve it quickly, please include:

▸ Your order number

▸ The name used to place the order

Clear photos showing the damage or defect

We’ll review your message and work with you to make things right as soon as possible!