At House of Lacrimae, every product is created with an appreciation for artistry, quality, and the experience of luxury.
Because our products are intended for personal care and direct application to the skin, maintaining product integrity and hygiene is essential.
We ask that customers carefully review their selections before completing a purchase.
All Sales Are Final for Change-of-Mind Purchases
Due to the personal-care nature of our products, House of Lacrimae does not accept discretionary returns or exchanges.
This includes returns requested because of:
- A change of mind
- An incorrect product or quantity selected by the customer
- Personal scent or texture preferences
- Products that are no longer wanted
- Unopened or unused products purchased in error
This policy applies to discretionary returns and does not affect remedies required by applicable consumer protection laws.
Damaged, Defective, or Incorrect Products
We stand behind the quality of our products and take order fulfillment concerns seriously.
If you receive a product that is damaged, defective, or different from what you ordered, please contact us.
We request notification within 7 calendar days of delivery so we can investigate promptly.
Please provide:
- Your name and order number
- A description of the issue
- Clear photographs of the product and packaging, if available
Our team will review your request and determine an appropriate resolution.
Depending on the circumstances, this may include a replacement, refund, or another remedy.
The seven-day notification request does not waive or limit any rights or remedies available under applicable law.
Opened or Used Products
For hygiene and safety reasons, opened or used products are not eligible for discretionary returns or exchanges.
However, if a product is defective, incorrectly supplied, or otherwise subject to a legally required remedy, we will review the issue regardless of whether the product has been opened.
Skin Sensitivities & Personal Reactions
Individual skin sensitivities and product preferences may vary.
We encourage customers to review the complete ingredient list and product warnings before use.
If irritation occurs, discontinue use.
Personal preference or an individual reaction does not automatically qualify a product for a discretionary refund. However, this policy does not exclude remedies available for defective or otherwise nonconforming products under applicable law.
Order Cancellations
If you need to request cancellation, contact us as soon as possible.
We will attempt to accommodate cancellation requests before fulfillment, but cancellation cannot be guaranteed once an order has entered processing or shipment.
Customers retain any cancellation or refund rights required by applicable law, including those relating to qualifying shipping delays or unfulfilled orders.
Approved Refunds
When a refund is approved or legally required, it will generally be issued to the original payment method.
Refund processing times may vary depending on your payment provider or financial institution.
We will communicate any applicable refund details when your request is resolved.
Wholesale Purchases
Wholesale orders are governed by the applicable wholesale purchasing terms provided to approved business partners.
Wholesale purchases are not eligible for discretionary returns unless expressly agreed upon in writing.
Claims involving damaged, defective, or incorrect wholesale shipments will be reviewed under the applicable agreement and law.
How to Contact Us
For order concerns, product issues, or refund inquiries, please contact:
- Text
- (405) 803-3004
Our Promise
Please include your order number whenever possible.
We believe luxury is defined not only by the quality of a product but by the care behind every interaction.
Thank you for choosing House of Lacrimae and allowing us to become part of your artistic journey.
