Refund policy

Last Updated: October 28, 2026

This Return & Refund Policy applies to purchases made through lookface.shop.

LOOKFACE is operated by Lanxi Hongmi E-Commerce Co., Ltd. (兰溪市红米电子商务有限公司).

Return and Exchange Period

We accept eligible returns and exchanges for defective and non-defective products within 30 calendar days after delivery.

You may request a return because an item does not fit, you have changed your mind, or there is a problem with the product.

Email service@lookface.shop within 30 calendar days after delivery to begin your request.

Accepted Product Conditions

We accept products in new or slightly used condition. Brief try-on and light use are permitted.

Please include the product’s tags, packaging, and any supplied accessories where available. Missing original packaging alone does not automatically make an otherwise eligible return unacceptable.

Products that have been heavily used, substantially altered, or damaged through misuse are not eligible. These restrictions do not exclude products received damaged, defective, or different from what was ordered.

How to Request a Return

1. Email service@lookface.shop with your order number, the product you wish to return, and whether you would prefer a refund or exchange.

2. Our customer service team will review your request and provide the return instructions and designated U.S. return address.

3. Pack the item securely and use the prepaid return shipping label included in your original parcel.

4. Follow the instructions provided to hand the parcel to the designated carrier.

5. Keep your tracking receipt until the return is completed.

We aim to respond to return inquiries within 1–2 business days.

If the prepaid label is missing, damaged, or unusable, contact us for a replacement at no charge.

Return Address

The designated U.S. return address is provided and confirmed by our customer service team when you contact us about your return.

Please obtain the return instructions before sending your parcel so that it reaches the appropriate facility.

Our business address in China is used for business correspondence. It is not a shipping or return address. Please do not send returned products to that address.

Return and Exchange Shipping Costs

LOOKFACE pays the shipping costs for eligible returns and exchanges, including both defective and non-defective products.

A prepaid return shipping label is included in the original parcel. If a replacement label is needed, we will provide it at no charge.

For exchanges, we also pay the standard shipping cost of sending the replacement item to you.

We do not deduct eligible return shipping costs from your refund.

Restocking and Handling Fees

We do not charge restocking fees or return and exchange handling fees.

Refund Method and Arrival Time

Refunds are returned to the original payment method.

For an eligible return, the refund is expected to reach your original payment account within 5 calendar days after your parcel is delivered to our designated return facility.

This timeframe includes our inspection, refund processing, and the payment provider’s posting time.

If we confirm that the product does not need to be returned, the 5-calendar-day period begins when we confirm the refund by email.

For a full eligible return, we refund the amount paid for the returned products and any associated refundable taxes. For a partial return, we refund the returned items and their associated refundable taxes.

If your refund has not arrived after 5 calendar days, email service@lookface.shop so that we can check its status.

Exchanges

Exchanges are available within the same 30-calendar-day period and under the same product conditions.

When contacting us, tell us the size or product you would like to receive. Replacement items are subject to availability.

If the requested replacement is unavailable, we will offer an available alternative for your approval or a refund.

Any product price difference will be explained and agreed with you before proceeding. We will not substitute an item or charge an additional amount without your agreement.

Replacement orders follow the processing and delivery estimates stated in our Shipping Policy.

Damaged, Defective, or Incorrect Products

If a product arrives damaged, defective, or different from what you ordered, contact service@lookface.shop within 30 calendar days after delivery.

Include your order number and a description of the issue. Photos may help us understand the problem and arrange a resolution.

We will arrange an appropriate return, refund, or replacement without additional shipping costs to you.

Order Cancellations

Contact us promptly if you wish to cancel an order.

If the order has not shipped and cancellation is possible, we will cancel it and refund the amount paid to the original payment method.

The refund is expected to reach your payment account within 5 calendar days after cancellation is confirmed. This timeframe includes our processing and the payment provider’s posting time.

If the order has already shipped, you may request a return under this policy after delivery.

Consumer Rights

This policy does not limit any rights or remedies that cannot be excluded under applicable law.

Contact Information

Brand: LOOKFACE
Operating Company: Lanxi Hongmi E-Commerce Co., Ltd.
Chinese Legal Name: 兰溪市红米电子商务有限公司
Email: service@lookface.shop

Business Address:
No. 64, Jiangjia, Huangjia Village
Shanghua Street, Lanxi
Zhejiang 321100
China

This business address is not a return address. Contact customer service for the return instructions and designated U.S. return address.