Customers may apply for a return or exchange within 30 days after receiving product(s). Refunds will be made by the same method you used to pay.

Please note: items marked “Final Sale” cannot be returned/exchanged.

Sale and promotional items are excluded and remain subject to our regular return/exchange policy.

CANCELLATION

We accept order cancellations before product processing. If the order is cancelled by that time, you will get a full refund.

If the product has already been shipped out, we will unfortunately be unable to cancel the order.

RETURN/EXCHANGE CONDITIONS

• All items must be returned in their original selling condition, without having been worn, washed or altered, and with all their tags still attached.
• All items must be returned with their original boxes.
• All items must be returned in one package.
• Return/Exchange shipments must be made using the same service as the original delivery.
• We can only accept returns/exchanges from the country to which an order was originally shipped, for example, orders delivered to the US must be returned from the US
• Customised items cannot be returned.
• The return/exchange is unfortunately not free of charge (import and shipping fees will be charged at your own expense).
• For hygiene reasons, underwear briefs, certain jewellery, make-up and skincare products cannot be returned. Swimwear briefs and swimsuits can only be returned if the sanitary liner strip is intact.
• Naturally any faulty items can be returned.

We reserve the right not to accept any return/exchange if the product shows signs of wear or has been used or altered from its original condition.

You will be informed if we propose to reject your refund/exchange; you may choose to have the product sent back to you at your own expense.

HOW TO RETURN AN ITEM OR AN ENTIRE ORDER?

Step 1: Please contact our Customer service team to start the return process with the following information:

• Order number
• Proof of purchase
• Video or photo of the faulty product

Step 2: Insert your receipt, along with the items, back into the original packaging.

Step 3: Fill out all three copies of the Returns Pro-Forma Invoice Form. Insert all copies in the transparent envelope and attach it to the package without closing it. These documents are required for customs, so please be sure to complete all 3 copies.

Step 4: Turn package over to the courier, after the courier has checked the return shipment, please close the package securely.

REFUND

In case of a return, your refund will be credited to the original payment method. Shipping costs will not be refunded by Lightess in case of returns.

Once your package reaches us, please allow 7-14 business days (depending on peak times) for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you at your own expense. When your return has been accepted, your refund will be issued and you will receive a confirmation email.

RETURN/EXCHANGE ADDRESS

We’re available to support you via

Email: service@lightess.com

Company address: 13535 Marquardt Avenue, Santa Fe Springs, CA

Service Tel: +17323926598

We strive to respond to your questions within 24 hours

Customer service chat hours:

Monday - Friday: 9am - 18pm

Now available in English.

PAYMENT METHOD

We accept Visa, MasterCard and American Express cards.

You can also choose to pay with PayPal. When selecting this option at checkout, you will be directed to the PayPal site to complete your purchase before returning to Lightess.

If the card transaction is approved, the amount will be reserved immediately and you will receive an order confirmation to your email. If the credit card transaction is not approved, your order will be cancelled. Please contact your bank or card provider if you have any questions about this.

PAYMENT SECURITY

Lightess uses Secure Socket Layer (SSL) technology to encrypt and protect the data you send us over the internet. If SSL is enabled, you will see a padlock at the top of your browser and you can click on this to find out more information about the SSL digital certificate registration.

You will also notice that when you look at the URL at the top of the browser you will see that it begins with ‘https’ instead of ‘http’. This means that you are in secure mode.

Lightess is registered with Cybertrust as an authentic site. This ensures that your information is kept private between your web browser and our web server.

If your card issuer is based in the EU, you may be asked to verify your payment due to a new requirement under the second Payment Services Directive (PSD2). You’ll be directed to a dedicated page to enter further information or asked to authorize the payment using your mobile phone. Once completed, you’ll return to Lightess