Returns

EXCHANGE & RETURN POLICY

How do I make a return?

  • Exchanges: Eligible within 72 hours of receiving the order.
  • Returns: Eligible within 48 hours of receiving the order.

Terms and Conditions:

  1. Manufacturing Defects or Seller Errors:
    • Products must be inspected by our specialized team and this process may take minimum of three (3) business days.
    • Customers will be informed of the decision to accept or reject the return request after inspection.
  2. Wrong Product Delivery:
    • If a manufacturing defect or incorrect product is delivered, customers can choose to return the product or exchange it for another.
  3. No Manufacturing Defect:
    • Customers bear all shipping and return costs provided the item matches the exact original order specifications.
  4. Promotional Periods:
    • Products sold during promotional periods are not eligible for return or exchange.
  5. Modified Items:
    • Items modified with customer approval (size adjustments, etc.) cannot be returned or exchanged.
  6. Single Return/Exchange:
    • Approved return or exchange requests that meet the above conditions are allowed only once.
  7. High-Value Purchases:
    • Products exceeding 3500 Riyals must be collected exclusively from the Mystique store at Riyadh Park mall in Riyadh city.
  8. Misuse of Items:
    • We reserve the right to refuse return or exchange requests for items subjected to misuse.
    • Customers requesting repairs will bear all shipping and repair costs.

Important Notes:

  • The item intended for return or exchange must be completely unused, with the adhesive strip intact. If the adhesive strip is removed, no return or exchange requests will be accepted.
  • The actual color of the item may vary slightly from the website image due to lighting conditions and screen settings.

You can contact customer support care at customercare@lemoje.com and request a return.

Can I exchange my items?

Items can be replaced within three days or returned within one day from the date of receipt in case a manufacturing defect is found provided that the item has not been used and the original invoice is presented.

 

What are the procedures do I have to follow ? 

RETURN PROCEDURE
In case of a return, customer is advised to make a request for a return by sending us an email at Customercare@lemoje.com once received our Customer Care team will contact the customer via email/contact numbers provided by customer within 24 to 48 hours of receiving of such return request. If the return request is accepted by the company's relevant department (The company reserves the rights not to accept any return), we shall generate a return label for our shipping company to be notified with the return order information. Upon receiving the return label, our shipping company will get in touch with the customer to ensure a time for the collection of the item(s). Once the item is collected, it shall be delivered to us and the customer shall be notified of the successful return.

*It is important to note that non-availability or delayed responses/action from customer side sometimes may make this process longer than expected. We therefore request our customers to ensure their prompt response and availability on the agreed date & time with our Customer Care and/or with the courier/logistic company.

 

REFUNDS

Upon receiving acceptance/rejection of customer's return request our customer care will get in touch with customer and will inform to the customer regarding the status of refund.  If approved, the customer will be automatically refunded the full face value of undamaged returned items less any delivery charges and cash handling fees where applicable on the original payment method used for any purchases. Please remember it can take some time for customer's bank or credit card company to process and post the refund too.

Please note this policy is applicable on the purchases done at https://Lemoje.com  only. Any claims, changes or refunds related to the products purchased in Lemoje's chain stores or from Mystique Shops, will not be the responsibility of the online store. Therefore, the customer must address to Brick & Mortar stores or agents in order to deal with the claims or questions related to them.

For further questions, please send an email to: customercare@lemoje.com

* Gift Cards are non-returnable / non-refundable

 

CANCELLING AN ORDER

In-case if cancellation of an order is required, customer is advised to send us an email at customercare@lemoje.com before the shipment of the order.

 

PROMOTIONS/SALES

If you have already registered to our Website and hold an account, you'll be notified in the time of the on-going promotions.

 

PAYMENT TERMS 
All the payment details are transferred in a safe SSL encrypted form. Payment can be made by Debit/Credit card, Pay Tabs, Tabby ( Pay in 4 interest free installments ) or COD ( Cash On Delivery ).


DEBIT / CREDIT CARD PAYMENT:
To pay by debit/credit card, the customer must provide correct card number, expiration date and CVV code. This personal information will be handled directly by your bank, which is responsible for safely carrying out your purchase procedure. We accept all kind of debit/credit cards.

 

CASH ON DELIVERY (COD):
Customer's buying on COD terms will be charged an additional "Logistic Processing Fee"  equals to SAR 25/- only.

 

CONTACT US: You can always contact us at Customercare@lemoje.com  for any question or concern you may have. Upon receiving your message we will try to respond as promptly as possible and our customer care representative will get in touch with you via email and/or by calling at phone number provided by you within 2 business days during Sunday thru Thursday between 10am to 3pm. However, please note note due to the high volume of messages sometimes it may take longer to reply. We thank you for your understanding & patience.