PHYSICAL POETRY ALPHABET: Starring Erika Lemay

We ship worldwide with a few exceptions.  If you are unable to checkout due to your location, write to us.

Orders are shipped daily. We partner with all major carriers and local courier partners. Most orders are delivered between 2 to 5 days. Depending on your location or during rush times, it could take up to 14 days. Delivery details will be provided in your confirmation email and once the order is fulfilled—usually the next working day—you will be notified by email with the tracking number and a link to the carrier's site. If you haven't received it, please check your spam folder. Our European fulfilment centre is located in Poland. If you reside outside the EU, you may have to pay import taxes.

ORDER CANCELLATIONS

If you wish to cancel an order after making a payment, please contact us, and we will make every effort to assist you. It's important to note that we cannot guarantee cancellation since the order is swiftly forwarded to the warehouse. Unfortunately, if processing or shipping has already occurred, we cannot cancel the order, and you may need to initiate a product return.

30-DAY GUARANTEE

Our 30-day guarantee policy offers a refund (minus shipping expenses) for up to 30 consecutive days after your purchase date.

To take advantage of our 30-day satisfaction guarantee policy, please email us at info@lemalab.eu to request a return. We will tell you where to return unused portions. Once your return is processed, we will credit your original method of payment.

Items sent back to us without first requesting a return will not be accepted.

You are responsible for the shipping costs of returned merchandise. Shipping costs from the original order are non-refundable. If the value of the merchandise being returned exceeds 60€, please consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

The time it takes for you to receive an exchanged product may vary depending on where you live.

Returns on opened or used bottles are limited to one unit per order. Under our 30-day money-back guarantee, we will allow one refund transaction per product order (specific to that particular product), per household. We reserve the right to approve or deny refund orders that relate to a product previously returned or if any return is deemed excessive.

There is a non-negotiable 15% return processing fee deducted from the total refund amount that you will receive once the return is approved, the product(s) shipped back, and processed fully by us. 

You can always contact us for any return questions at info@lemalab.eu

DAMAGES AND ISSUES

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

LOST PACKAGES AND FAILED DELIVERIES

If a package encounters delivery issues due to customer-related factors, such as incorrect contact details, addresses, unavailability at the specified address, non-compliance with import regulations, or failure to retrieve the package as indicated in the tracking, it will most likely be returned to our warehouse.

Please be aware that stolen or lost packages are considered nonrefundable. If the tracking indicates a successful shipment to the exact address provided during checkout, we cannot be held accountable for any misplacement. In most cases, misplaced packages can be found with neighbours, doorkeepers, or individuals responsible for mail delivery at the address, and efforts to locate them are typically successful.

If you possess evidence that the package was delivered to an incorrect address due to a carrier error, please contact us, and we will initiate a thorough investigation.

EXCHANGES

We exchange merchandise solely if it is damaged. If you believe your product qualifies for an exchange and provide photos or videos of the damaged item, please contact us at info@lemalab.eu.

Please consult the shipping policies below for guidance on mailing returned merchandise.

REFUNDS

We will notify you once we’ve received and inspected your return and let you know if the refund was approved. If approved, you’ll be automatically refunded using your original payment method or sent the replacement item. Please remember that it can take some time for your bank or credit card company to process and post the refund, too.