Shipping and returns
HOW CAN I FOLLOW MY ORDER?
Once you have received a tracking number, you can log in to My Pages and go to your order history. Here you can click on "track this order" to follow your package. If your order is not delivered within the specified time, please contact the seller directly. The easiest way to do this is via My Pages.
WILL MY ORDER BE SENT IN ONE PACKAGE?
All of our sellers manage their own distribution. If you have ordered items from different sellers, they will be delivered separately.
HOW LONG DOES DELIVERY TAKE?
You can see the estimated delivery time for your order in the shopping bag and at check-out. Our sellers deliver their orders within 3–5 business days. Of course, they always aim to deliver your order on time, but sometimes bad weather, Christmas-rush or other circumstances may affect the delivery time. Please bear with us if this happens.
CAN I CHANGE THE NAME OR ADDRESS ON MY DELIVERY?
Unfortunately, you can't change the name or address on a parcel once it has been scheduled for delivery. The parcel is usually sent to a post office connected to the postcode provided.
CAN I CHANGE OR CANCEL MY ORDER?
Unfortunately, you can't change or cancel an order. If you wish to change size, colour or perhaps order something else, you can return the item for free within 14 days of receipt and place a new order. When we have received and approved your return, you will be refunded within 14 days.
SOMETHING'S WRONG WITH MY ORDER, WHAT SHOULD I DO?
If there's anything wrong with your order, please contact the seller via My Pages. Log in to My Pages and go to Order History. Choose the order with the product you wish to return, include the reason for return and describe what's wrong with your order.
HOW DO I MAKE A RETURN?
If you've received a prepaid return label along with your order, you can use this to return your product. If you also received a return form you should fill this in and include the reason for return. Pack the products you wish to return and the return form together in a box (preferably the same parcel the products were delivered in), place the return label on the box and hand in the box at your post office.
If you're missing a prepaid return label it's still smooth and easy to make a return. Simply follow the steps below.
- Log in to My Pages and go to Order History.
- Choose the order with the product you wish to return and select Ask Seller.
- We will send you a prepaid return label.
- Pack the products you wish to return in a box (preferably the same parcel the products were delivered in), place the return label on the box and hand in the box at your post office.
When the seller has received and approved your return, you will be refunded within 14 days. Remember to save the receipt you'll receive from the post agent to be able to track your return.
Please note that due to health and hygiene reasons, we do not accept returns of underwear, swimwear, piercings, beauty products or cosmetics.
HOW MUCH DOES A RETURN COST?
Nothing! Afound offers free returns within 14 days of receipt.
CAN I EXCHANGE MY ITEMS?
Unfortunately, products cannot be exchanged even if you would only like to change the size or colour of your item. To exchange an item, you need to return it and place a new order separately.
CAN I EXCHANGE OR RETURN ITEMS?
Unfortunately, you cannot exchange any items but you can return items for free within 14 days of receipt. Read more about how to return an item under "How do I return an item?".
WHEN WILL I BE REFUNDED?
You will see a refund in your account 14 days after the seller has received your return/s. If you do not receive your refund within that time, please contact the seller via My Pages.
CAN I RETURN BEAUTY PRODUCTS?
Yes. However, please note that beauty products can only be returned if the product is unused and still sealed in original packaging. If an item is returned to us in an unsuitable condition (damaged, used, unsealed), we cannot grant you a refund.
TRANSPORTATION RESTRICTIONS DANGEROUS GOODS
We’re happy to offer you a wide range of beauty products, always at a discounted price. However, some of these beauty products contain flammable substances and are therefore classified as dangerous goods and have transportation restrictions (eg. nail polish, certain perfumes and pressurized spray cans). If you wish to return products that contain flammable substances, there are special transportation requirements.
If you wish to return a product that is classified as dangerous goods, the product must be packed in a box with the Dangerous goods label (pictured below) attached. If you’re not using the original parcel, you can print a new label. This label is used to inform the carrier that the parcel contains flammable substances and has special transportation requirements.
Please note, if you are making a return WITHOUT any dangerous goods, you must remove the LQ Dangerous Goods label from the box. If the product was sealed upon receipt, it needs to still be sealed when you return it. Please fill the box with paper or other material to avoid damages on the product.
- Pack the product in a box with the Dangerous Goods label. If you use the original parcel from us, the label is already in place. If you use a different box or if the original label is damaged, you must print a new one.
- Fill the box with paper or other material to avoid damages on the product.
- Follow the instructions for exchanges/returns on your delivery note.
Please note, beauty products can only be returned if the product is unused and still sealed. If an item is returned to us in an unsuitable condition (damaged, used, unsealed), we cannot grant you a refund.