Freqently asked questions
What is included your promotions?
Discounted products will be clearly marked at check out. Offers available while stocks last.
Can I return my items purchased if I am not satisfied?
There will be no returns for items purchased during the promotion, all sales are final.
My coupon code is not working at checkout?
Coupon codes cannot be redeemed with any items purchased as part of the promotion.
I have not received a confirmation email, what should I do?
Firstly, please check your junk mail. If still not received please check the email address that you entered at checkout is correct and send us an email at firstname.lastname@example.org with your full name.
How can I track my order?
You will receive an email when your order has been processed, this will include the tracking details of your order. All orders (excluding Abuja) are shipped with DHL.
Can I cancel my order?
We aim to ship your order as quickly as possible so unfortunately cancellation requests cannot be considered. Please take extra care when selecting your items.
How long will my order take to arrive?
Your order should be received within 4 - 8 days of placing your order, however this will depend on your location. You will receive your tracking details which will allow you to follow your order’s delivery status. If you are ordering for delivery within the Nigeria, please select your preferred delivery method at checkout. You may experience a delay in shipping during peak periods including launches and promotions.
Where is my order shipped from?
All orders are shipped from the UK with the exception of Nigeria orders which are shipped from our Nigeria warehouse.
Can I return my item?
If you are not satisfied with your purchase you may return your item within 30 days, with the exception of Full Collections & Vaults. This also excludes any items during the promotion, however, return shipping will be chargeable.
Can I return an item purchased during a promotion?
The returns policy may vary during promotional periods, please check the terms & conditions of the promotion before placing your order.
I am not satisfied with an item that I have received, what should I do?
If your order has been received in an unsatisfactory condition, please let us know within 7 days of your order being received. Please email photos and your order number to email@example.com with the subject heading DAMAGED ITEM. Please note we cannot consider cases reported after 7 days of the receipt of your items.
I have not received all of the items I ordered, what should I do?
Please contact us at lizondobeauty.com with the subject heading MISSING ITEM along with your order number so we can review this, please contact us within 7 days of receiving your order. Cases reported after this time frame may not be eligible for review.
What currency will I pay in?
All prices are quoted in USD with the exception of shipments ordered within or delivered to the UK which are charged in GBP.
How do I know what shade to order?
You can check out our shade comparison guide. If you are unable to find your shade reference email us at firstname.lastname@example.org and we will do our best to assist you.
Are your products cruelty free?
Whilst our products are not officially certified as ‘cruelty free’ yet (we are working on this!),
Who are your authorized retailers?
We are working on this.
DHL have contacted me regarding an additional payment due on my order, I thought I had free shipping?
We are working on this.
How do I pay for any additional tax & duty charges?
DHL will contact you if there are any additional tax & duty charges applied to your order. These will be collected by DHL on behalf of your local customs office before or upon delivery.
What happens if I refuse to pay for additional tax & duties on my order?
If you refuse to pay tax & duties applied to your order, DHL will attempt to return your order to Lizondo Beauty. If successful, a refund will be processed within 14 days of receipt however the cost of return shipping will be deducted from your refund amount. Please note some countries may not allow your order to be returned for failure to pay tax & duty, in which case a refund is not guaranteed.