Thank you for shopping at L&L Skin-Health. L&L Skin-Health is committed to your shopping satisfaction. If, for any reason, you are not completely satisfied with a purchase, we invite you to review our policy on returns and refunds. The following terms are applicable for any products that you purchased with us.

Please note that due to the ongoing impacts of COVID-19, our shipping ETAs have been longer than usual in some cases.

Delivery

General Shipping Information

Because at this stage we only supply the US market. We typically ship products within 1-2 business days from when you place your order. In most cases, you will receive your product within 4-6 business days. All orders are shipping from the US warehouses with fast delivery.

Occasionally, items may be out of stock. In such cases, we will notify you of the cancellation immediately by email. We will not charge you for items that are canceled.

Shipping Costs

We will provide standard free shipping on all orders within the continental United States. Military APO/FPO addresses and P.O. Boxes may require additional time for delivery, so we don’t support P.O. Box and Military APO/FPO address.

Shipping Price:

DHL (3-4 Business Days) shipping: $15

Standard Shipping (5-6 Business Days): $10

Duties and Taxes:

Notice: According to local customs policy, we will bear import Duties and Taxes for our cross-border customers, there is nothing to worry about it for our customers!

Orders placed during the weekend or during a holiday will be processed the following week.

How We Ship

We ship via all major carriers, including UPS, FedEx, DHL, and USPS. L&L Skin will use its discretion to choose the most appropriate carrier for the safe and efficient delivery of your order.

Support Countries

Free shipping is offered for the contiguous United States only. Not including Hawaii, Alaska, Puerto Rico. 

Shipping Delays

We will notify you via email if your order is unexpectedly delayed. We will send an email that will indicate a new ship date for your order.

Canceled Orders

Kindly notify our customer service to cancel orders before 07:00 PM (PST) on the same day the order was placed by contacting service.health@llskin.jp. Make sure to include the following information when requesting an order cancellation: Order number & Contact information.

We cannot cancel your order for you if the package is in transit. We recommend that you select Reject when you receive a delivery call for your package. In this way, after we receive the returned package, we will cancel your order within 1–2 working days..

How to track the package?

Once an item has been shipped, you will receive a shipment notification email that includes the tracking number and the carrier. You could click here to track your order.

If you ordered more than one item, will they all be delivered at the same time?

We will try our best to make sure all you items reach you at the same time. Sometimes our products are not always sent together since different shipping options may be used, depending on the product.

Return

30-Day Money-Back Guarantee

You may initiate a return for an item(s) within 30 natural days of receipt for a refund. Returns outside of the 30 natural day return window will not be accepted. Refunds will be applied to your account once the item has been received and inspected through our warehouse. Naturally, if your return is because of our error and quality problem, we’ll pay these shipping costs. If the reason for the return isn’t quality-related and our error, then customer must pay the return shipping costs. To act on our return policy, simply follow these steps:

1. Contact us by service.health@llskin.jp and complete a return request within 30 natural days of your purchase to get a return merchandise authorization (RMA) number.
2. Once you secure a return authorization number, you will need to send the product back to us promptly.
3. Upon receiving the product, we will inspect it to ensure that it is in good condition for resale, approve the return(s), and process your refund.

Product Exchanges

We only accept exchanges for those products that are damaged or defective upon delivery, please contact a L&L Skin-Health Customer Service Representative by emailing service.health@llskin.jp with a description of the damage or defect within 30 natural days of the purchase date. Once we receive your information and approve the exchange, we will send you an e-mail with an authorization number and complete instructions for your exchange.

Order is Damaged or Missing Parts

We only replace items if they are defective or damaged. If you need to exchange it when an order arrives damaged or incomplete or is in need of replacement parts, contact us by service.health@llskin.jp within 7 natural days of delivery for resolution.

Policy Details and Exclusions

• Please note that products must be returned in the original packaging and will not affect the second sale. So, all products must be returned with all original manuals, registration cards, accessories, boxes, outer cartons and packing materials. If a product is returned damaged or with missing items, we reserve the right to assess a restocking fee up to the full value of the purchase, depending on the items damaged or missing.
• Returns will not be accepted without a return merchandise authorization (RMA) number. Once a return has been authorized and return instructions provided to the customer, the items must be send back within 2 weeks.
• Additional shipping charges due to customer special delivery requests (next-day delivery, international delivery, etc.) are not refundable.
• The first day of the 30-day return period is the day the customer receives item(s). You will be responsible for paying for your own shipping costs for returning your item if over 30 natural days. Shipping costs are non-refundable.

Please contact us with any questions you have about our return and exchange policies. We are more than happy to assist you.